Experience

TrainingFolks

• Canada
• Professional Training and Coaching
• 1 - 100 Employee

• Contract Trainer/Facilitator

  • 2011 - 2012

  Delivered specialized training for Mortgage Servicing Associates in the following areas: Lender Processing Services System of Record for New Hire Single Point of Contact (SPOC) Associates to assist borrowers in the Loss Mitigation process using MSP (also known as Fidelity). Loss Mitigation Core training for Financial Procurement and HAMP evaluation departments. Collections training for Default Services. Customer Service training for Customer Service new… Show more Delivered specialized training for Mortgage Servicing Associates in the following areas: Lender Processing Services System of Record for New Hire Single Point of Contact (SPOC) Associates to assist borrowers in the Loss Mitigation process using MSP (also known as Fidelity). Loss Mitigation Core training for Financial Procurement and HAMP evaluation departments. Collections training for Default Services. Customer Service training for Customer Service new employees. SPOC (Single Point Of Contact) training for new employees. FNMA/FHLMC Case Escalation for Executive Office personnel to assist borrowers with unresolved case issues per Investor specific guidelines. Loan Modification Capitalization training for new and existing employees. Development of training literature for Loss Mitigation, Repay Monitoring teams.

• Contract Facilitator/Trainer

  • May 2011 - Nov 2011

  Charlotte, North Carolina, Virginia, Texas, Arizona and California Conducted Virtual and Classroom Trainings with Bank of America to 70-120 new hires on loan modifications, liquidation and retention options available to borrowers Utilized change management, multi-tasking and flexibility skills during training to overcome obstacles, objectives, schedule changes and curriculum changes Closely worked with the Learning Project team to evaluate training results and make necessary changes Confer with management, supervisors and employees to gain… Show more Conducted Virtual and Classroom Trainings with Bank of America to 70-120 new hires on loan modifications, liquidation and retention options available to borrowers Utilized change management, multi-tasking and flexibility skills during training to overcome obstacles, objectives, schedule changes and curriculum changes Closely worked with the Learning Project team to evaluate training results and make necessary changes Confer with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies Trained Customer Relationship Managers on various systems such as MSP, Director, OCIE, Process Management, Invoice Management, Image Express and Homesaver



Bank of America

• United States
• Banking
• 700 & Above Employee

• Mortgage Counselor

  • Mar 2010 - May 2011

  Orlando, Florida Area Managed a portfolio of delinquent loans and determined solutions for customers Maintained files which included meeting with the clients, collecting docs, entering financial information and pulling credit reports Followed up with Borrowers, Investors, 3rd parties and Underwriters in regards to Loans



SunTrust

• United States
• Financial Services
• 700 & Above Employee

• Assistant Branch Manager

  • Dec 2008 - Jan 2010

  Apopka, Florida Responsible for qualifying clients for loans and follow through until the end Observed Financial Services Reps and provided daily coaching and feedback as necessary Responsible for meeting and exceeding quarterly sales goals



Washington Mutual Bank

• Sales Trainer/Assistant Branch Manager

  • Aug 2007 - Jan 2009

  Winter Garden, Florida Provided leadership, motivation, training and supervision of store personnel Trained approximately 30-50 new and existing Financial Service Representatives and Teller Leads on Teller and Platform transactions and functions Conducted classroom and one on one trainings to reps on how to cross sell products and services Trained reps on systems training during merger acquisitions



Eagle's Nest Christian Bookstore

• Retail Store Manager

  • Feb 2004 - Jun 2007

  Orlando, Florida Area Recruited, hired and trained all new employee personnel which consisted of customer service representatives and customer service managers Organized and set up classroom and conducted orientation for all new hires which consisted of approximately 10 participants Facilitated classes such as Retail Sales, Situation Leadership and many more to all Managers