••••• Brookhurst St., Unit A
Huntington Beach, CA •••••
(•••••) ••••• •••••
••••• ••••• Corvus Funding, Inc., Irvine, CA
Leadership Role / Customer Service & Call Center Operations - Business to Business Division
As Senior Manager of customer service and call center operations. I served as a liaison with front and back-end operations, sales, marketing, business development, servicing and debt recovery departments to foster new business and maintain existing relationships with customers. I was responsible for resolving customer service issues by identifying performance improvement areas as well as preserve business integrity. I created and implemented departmental policies and procedures. I Insured all departments were providing exceptional service to internal and external customers. All inbound and outbound telephonic and electronic activity was monitored using a high-tech metrics system to meet and exceed customer satisfaction. I supervised a subordinate staff for training and development.
••••• ••••• Right-Away Financial, Huntington Beach, CA
Leadership Role / Secondary Marketing / Analyst-Business to Business Division
As a Senior Manager I managed all aspects of the sale and trade of residential loan packages and commitments to and from investors. I developed and maintained relationships with new and existing investors, monitored the sale of purchase packages to investors, and prepared loans for review for on-site and/or shipment for due diligence. I supervised the rate lock, pricing desk, loan servicing and back-end operations. I provided competitor rate analysis using multiple competitor rate sheets. I supervised a subordinate staff of ••••• plus employees.
••••• ••••• IndyMac Bank, Pasadena, CA
Subprime Financial Analyst- Customer Service Advocate Call Center - Business to Business Division
I managed and provided reports for various areas of business to business sales, operations, customer service and call center departments to corporate level executives in the subprime arena. I generated daily, weekly, and monthly analysis on business to business loan pipelines and operational processes, including monthly volume reports, market share analysis, and key performance indicators. I would also assist in the development and testing of new reports and maintain Access queries for specialized information as needed.
••••• ••••• Greater Acceptance Mortgage Corporation, Orange, CA
Call Center Manager / Business Analyst-Retail Division / Collections
I monitored and analyzed the production of all departments by reviewing reports with individual department managers on a daily basis. I generated pipeline reports, ordered appraisals, and assigned and re-assigned all leads to loan officers. I successfully managed a dynamic team of •••••+ inbound / outbound tele-agents to prospect and generate business selling multiple loan products.
••••• ••••• Kaiser Permanente, Pasadena, CA
I supervised a unit of 8 employees using proprietary collections software. I was responsible for recovering outstanding debt from our self pay, workers compensation and third-party insurances. I ensured that my team continuously met and exceeded our monthly goals. I trained the staff to negotiate and recover outstanding balances and I developed multiple payment methods to reduce the potential write-off of bad debt.
••••• Present Pharmacy Technician, Mission Pharmacy, Sav-on, Gemco, California Medical
I possess over ••••• years experience as a pharmacy technician and am currently registered with the California State Board of Pharmacy. I have had the opportunity to work for major retail chains and independently owned pharmacies. I have been the lead tech to conduct semi-yearly inventory and perform quality control with third party insurances. I have trained pharmacy clerks and have encouraged many to become certified and as well as becoming a licensed Pharmacist.
Education: Rio Hondo College, Whittier, CA
Advanced competency with Microsoft Word, Access , Excel, Business Objects and Quickbooks
CRM: software: ACT and Goldmine
Telecommunication systems: Shoretel, Avaya, Nortel, Cisco, NEC and Toshiba
Medical: CPT, ICD••••• Certified
Registered Pharmacy Technician - (California State Board of Pharmacy •••••)
Pharmacy Technician since •••••
I enjoy reading, exercising, and leisurely enjoy a day at the beach. I am actively involved and enjoy fellow shipping at my local church. I enjoy most sports, but most of all I enjoy spending time with my family and friends.
Assistant or Vice President