Experience

Travel Leaders Troy

• United States
• Travel Arrangements
• 1 - 100 Employee

• Travel Agent

  • Mar 2023 - Present



MOUSEKEPLANNER, LLC

• United States
• 1 - 100 Employee

• Travel Agent

  • Jun 2022 - Mar 2023

  • Help Clients book destination vacations, such as Disney, Universal, Sandals/Beaches and cruise Lines. • Provide Concierge travel services. • Hosted events and travel presentations. • Planned team meetings and events. • Created intake forms for new clients. • Created in office forms and documents for record keeping. • Help Clients book destination vacations, such as Disney, Universal, Sandals/Beaches and cruise Lines. • Provide Concierge travel services. • Hosted events and travel presentations. • Planned team meetings and events. • Created intake forms for new clients. • Created in office forms and documents for record keeping.



US Loan Servicing

• Las Vegas

• Customer Service

  • Jul 2021 - Aug 2022

  • Set up new loans in the computer system. • Take inbound calls from borrowers, lenders, and escrow officers. • Respond to various emails. • Run daily reports • Post payments daily. • Scan files to close. • Send out Reconveyances to the County Offices. • Sent out original documents for closed accounts. • Audit impound accounts for upcoming payments for insurance, taxes and HOA’s. • Set up new loans in the computer system. • Take inbound calls from borrowers, lenders, and escrow officers. • Respond to various emails. • Run daily reports • Post payments daily. • Scan files to close. • Send out Reconveyances to the County Offices. • Sent out original documents for closed accounts. • Audit impound accounts for upcoming payments for insurance, taxes and HOA’s.



InteleTravel.com

• United States
• Travel Arrangements
• 700 & Above Employee

• Travel Agent

  • Sep 2018 - Jun 2022

  • Help Clients book destination vacations, such as Disney, Universal, and Cruise Lines • Provide Concierge travel services. • Created training programs for new hire agents. • Conducted one on one trainings for agents. • Planned team meetings and events. • Created intake forms for new clients. • Created in office forms and documents for record keeping. • Help Clients book destination vacations, such as Disney, Universal, and Cruise Lines • Provide Concierge travel services. • Created training programs for new hire agents. • Conducted one on one trainings for agents. • Planned team meetings and events. • Created intake forms for new clients. • Created in office forms and documents for record keeping.



Private company

• Henderson, Nevada, United States

• Director of Call Center Operations

  • Jul 2020 - Jan 2021

  • Increased call center staff by triple • Created a Collections team • Created policies and procedures • Created work force staff schedules • Managed 3 teams • Interviewed and hired new team members as needed • Conducted training classes • Created training curriculum of over 100 pages • Promoted and transferred team members as needed • Took manager escalation calls • Took inbound calls as call volume needed • Created a weekly call center report • Tracked productivity of team members • Managed office hours through the phone system • Held monthly leadership meetings • Held quarterly department meetings • Met with team members one-on-one • Processed credit disputes (ACDV’s) through E-Oscar • Processed debit validation requests • Processed all Block Rescission Requests through E-Oscar • Processed all courtesy requests for late fee waivers or to remove 30 day reporting due to refinance issues. Show less



Fairway Independent Mortgage Corporation

• United States
• Financial Services
• 700 & Above Employee

• Research and Escalations Specialist

  • Sep 2016 - Jun 2019



Resurgent Capital Services

• United States
• Financial Services
• 300 - 400 Employee

• Call Audit

  • Jun 2013 - Sep 2016