Customer Service Supervisor/ Call Center Supervisor


1093 Woodbridge Hollow Rd, Jacksonville, FL 32218 • H: 904-316-7823 •



Utilizing my supervisory skills and experiences to improve the functionality of my team, department and company.  Strength in training and development, customer service and problem solving.


  • Strong interpersonal skills       
  • Works well independently
  • Excellent teamwork
  • Microsoft Outlook, Word and Excel
  • Process improvement specialist
  • Effective Leader
  • Staff Training and Development
  • Excellent time management skills
  • Practices due diligence
  • Strong team-builder
  • Employee scheduling
  • Organized
  • Bankruptcy  and Foreclosure Specialist



FC /BK Document Support Supervisor, 03/2009 to 07/2013

Homeward Residential Inc, – Jacksonville, Fl

  • Provides feedback to management on any quality discrepancies Serves as a SME for problem resolution.
  • Reviewed title for chain of title and signed assignments, deeds, and affidavits documents as needed.
  • Attended hearings and dispositions as needed for company.
  • Helped in the implementation of any State/Legislative changes either through systems, templates or process/procedures.
  • Maintains reports for the purpose of tracking, identifying trends, and to mitigate future losses to the Investor and the  Company.
  • Assist in the developing, implementing and enforcement of policies and procedures on FHA, Fannie Mae and Freddie Mac
  • Loans Research and respond to investor inquiries.
  • Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary.
  • Cross trained on how to process invoices, payoff and reinstatements quotes.


Document Execution Lead, 04/2006 to 03/2009

Lender Process Service – Jacksonville, Fl

  • Assist Supervisor with daily operational functions. 
  • Trained and directed new hires during department orientations
  • Assist Supervisors in establishing standards, documenting and updating client procedures and relaying changes pursuant client request.
  • Research problems and recommend corrective actions
  • Conduct follow-up calls with custodians to ensure requested records are collected in a time frame consistent with SLA parameters




Insurance Verification Rep II/Customer Svc Rep I, 01/2002 to 04/2006

ZC Sterling – Jacksonville, Fl


  • Accessed computerized financial information to answer questions related to specific accounts.
  • Reviewed files, records and other documents to obtain information and respond to requests.
  • Completed and mailed bills, contracts, policies, invoices and checks.
  • Added new material to file records and created new records.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Obtained scanned records and uploaded them into the database

Plan Participant rep, 09/2001 to 01/2002

Citistreet – Jacksonville, Fl

  • Establish accounts for new employees and answer questions about retirement plans
  • Educate clients on 401k and other financial plans available under their employer
  • Process withdrawals and loan maintenance.
  • Monitor contribution and compensation limits under IRC 401(a)(17), 402(g) and 415.
  • Set up payroll system to calculate actual plan contributions

Supervisor, 07/1998 to 07/2001

Precision Response Corporation – Jacksonville, Fl

  • Maintain various reports
  • Coached and Developed over 30 customers service reps at a time
  • Increase sales and quality conformance.
  • Observe CSR/TSR calls and provide written feedback and reviews.
  • Monitor and manage staffing requirements to maximize overall efficiency.
  • Identify operational, performance and training issues/concerns.
  • Create Action plans.
  • Respond to customer inquiries that go beyond typical scripted responses.
  • Provide immediate resolution of customer concerns.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Prepared reports and communication for senior management and clients.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Met or exceeded service and quality standards every review period.



Bachelor of Science: Health Administration, Current

Columbia College - Jacksonville

Certified Pharmacy Technician /Computerize Financial Certification,

TTI Technical Institute - Inglewood, CA


Business Administration/Accounting,

Los Angeles Trade Technical college - Los Angeles, CA


Meridian Community College - Meridian, MS

  • ID#: 72784
  • Location: Jacksonville, FL , 32218

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