Experience

Dignified Transition Solutions, LLC

• Financial Services
• 1 - 100 Employee

• Settlement Associate (closer)

  • Dec 2011 - May 2014

  1 Baxter Way, Westlake Village CA 91362 • Work one on one with homeowners, title companies, escrow officers, closing attorneys and real estate agents to facilitate HAFA, traditional, reactive, and proactive and/or Auction.com short sales. • Analyze/ audit documentation (including but not limited to Purchase contract, credit report, prelim title, appraisal, tax returns, bank statements etc.) to ensure accuracy and negotiate offers and fees with agents/borrowers. • Manage escalated calls as well as customer complaints for a… Show more • Work one on one with homeowners, title companies, escrow officers, closing attorneys and real estate agents to facilitate HAFA, traditional, reactive, and proactive and/or Auction.com short sales. • Analyze/ audit documentation (including but not limited to Purchase contract, credit report, prelim title, appraisal, tax returns, bank statements etc.) to ensure accuracy and negotiate offers and fees with agents/borrowers. • Manage escalated calls as well as customer complaints for a team of 20 • Maintain and manage a portfolio ranging from 120-150 assets valued at about $20M • Helped develop a profitable new short sale team for Nationstar Mortgage, LLC from the ground up. • Developed several negotiation and analyzing tools utilizing salesforce and excel to increase production. • Continuously train and mentor associates to help out the Operations Manager. • Implemented a more streamlined negotiation procedure to close more transactions and helped homeowner’s receive relocation incentives before they expired. • Recipient of several awards for customer service and production every quarter. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Short Sale DIL Specialist II (Closer)

  • May 2011 - Dec 2011

  Simi Valley, CA • Managed a portfolio ranging from 130 - 200 assets valued at about $25M • Performed quality assurance checks on documents and wires ensuring they were correct before closing a sale. • Ensured fees were consistent with what was negotiated, and renegotiated files when necessary. • Managed customer calls and complaints via e-mail and phone by utilizing a company specified call script.

• MLO Senior Loan Services Specialist

  • Sep 2009 - May 2011

  Simi Valley • Managed a short sale portfolio of 180 – 300 files valued at about $30M • Completed various tasks required for the completion of short sales which included: Analyzing documentation (including but not limited to Purchase contract, credit report, prelim title, appraisal, tax returns, bank statements etc.) to ensure accuracy, negotiating offers and fees with agents/borrowers, and ensuring that Bank of America was mitigating it’s losses for each deal. • Audit documents to ensure accuracy… Show more • Managed a short sale portfolio of 180 – 300 files valued at about $30M • Completed various tasks required for the completion of short sales which included: Analyzing documentation (including but not limited to Purchase contract, credit report, prelim title, appraisal, tax returns, bank statements etc.) to ensure accuracy, negotiating offers and fees with agents/borrowers, and ensuring that Bank of America was mitigating it’s losses for each deal. • Audit documents to ensure accuracy and completion. • Responded promptly to client calls and escalated issues to help facilitate a smooth transaction for all parties.

• Customer Service Rep II

  • Sep 2008 - Sep 2009

  Simi Valley, CA • Provided quality customer service to homeowners via telephone and internet. • Daily duties included: Payment processing, escalation management, insurance updates, and periodic status updates to clients. • Received and reviewed documents from callers to ensure associates adhered to policies and procedures. • Fulfilled the accessory role of a short sale support “Subject Matter Expert” and ”On the job training” coach where I assisted trainees while monitoring them and providing input… Show more • Provided quality customer service to homeowners via telephone and internet. • Daily duties included: Payment processing, escalation management, insurance updates, and periodic status updates to clients. • Received and reviewed documents from callers to ensure associates adhered to policies and procedures. • Fulfilled the accessory role of a short sale support “Subject Matter Expert” and ”On the job training” coach where I assisted trainees while monitoring them and providing input to help them excel in a call center environment. In addition, I compiled reviews of each trainee’s strengths and weaknesses for management review and recommendation. • Assist team manager with escalation requests. • Assisted correspondences groups though CIWI, processing authorization requests, Qualified Written Requests, SSN updates, and requests for loan documents. • Audit customer service calls to ensure stellar customer service and compliance with policies and procedures.



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Commercial Loans Operations Rep

  • Aug 2005 - Sep 2008

  Glendale, CA Commercial Loans Operations Rep ……………………………………………………..……..03/2006 – 07/2008 • Performed various loan maintenance tasks including: Advances, reinstatements, singer/entity changes, relocations, closed accounts, DDA changes, stop statements, payoff, charge offs, and collections payments. • Created documenting procedures, and recorded a daily log of work accomplished Note Operations Specialist………………………………………………………….08/2005 – 03/2006 • Conducted internal auditing and maintenance of… Show more Commercial Loans Operations Rep ……………………………………………………..……..03/2006 – 07/2008 • Performed various loan maintenance tasks including: Advances, reinstatements, singer/entity changes, relocations, closed accounts, DDA changes, stop statements, payoff, charge offs, and collections payments. • Created documenting procedures, and recorded a daily log of work accomplished Note Operations Specialist………………………………………………………….08/2005 – 03/2006 • Conducted internal auditing and maintenance of booked loans. Show less



Securitas Security Services USA, Inc.

• United States
• Security and Investigations
• 700 & Above Employee

• Executive Security Operator for Dreamworks

  • Sep 2001 - Oct 2005

  Universal City, CA • Welcomed executives, celebrities and VIPs as they arrived for meetings. • Coordinated weekly scheduling for all guards on site. • Organized and filed daily reports. • Served as part time executive receptionist responsible for receiving all incoming executive calls. • Organized and distributed meeting agendas for executive offices



Vons

• Maritime Transportation
• 1 - 100 Employee

• Journeyman Clerk

  • Nov 1988 - Jun 2001

  Glendale, CA • Handled thousands of dollars in cash daily. • Customer service and customer complaint management. • Oversaw the produce department by keeping it stocked, managing staff, answering questions, and anticipating customer needs. • Fulfilled the responsibility of receiving clerk in which I collected incoming shipments and confirmed inventory.



U.S Army

• United States
• Armed Forces
• 200 - 300 Employee

• Mechanized Infantryman

  • Jan 1994 - Jan 1997

  Ft Benning, GA Mechanized Infantry Team Leader……………………………………………………………………………..01/1996 – 01/1997 • lead infantry dismount team in combat operations • Processes operational and intelligence data. • Directed subordinates and superiors by providing tactical and technical guidance Evaluates terrain; selects weapons placement sites; assigns target engagement areas and fields of fire • Requests, observes, and adjusts direct and indirect supporting fires. • Supervised improvisatory construction… Show more Mechanized Infantry Team Leader……………………………………………………………………………..01/1996 – 01/1997 • lead infantry dismount team in combat operations • Processes operational and intelligence data. • Directed subordinates and superiors by providing tactical and technical guidance Evaluates terrain; selects weapons placement sites; assigns target engagement areas and fields of fire • Requests, observes, and adjusts direct and indirect supporting fires. • Supervised improvisatory construction projects • Records operational information on maps; reads and interprets maps. • Forecasted and adjusted decisions in a high-pressure environment • Organized and oversaw various types of tactical training to ensure combat readiness Mechanized Infantry Team Member……………………………………………………………………………..01/1994 – 01/1996 • Performs duties as infantry fighting vehicle (IFV) driver and fire team member. • Operates both mounted and dismounted to close with and destroy the enemy. • Employs, operates, and maintains various weapons systems, complex communications equipment, and advanced sensors. • Employs proper dismounted movement techniques, cover, concealment, and camouflage as part of dismount team. • Collects and reports tactical information as member of combat or reconnaissance patrol. • Operates IFV over varied terrain in varied visibility. • Conducts preventive maintenance checks and services on the IFV and its components. • Assists in target detection, identification, and round sensing. Received Joint Meritorious Unit Award during deployment to Kuwait/Iraq border for Operation Vigilant Warrior. Show less