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Start for FreeAlexandria Jefferson
Mortgage Supervisor @Freedom Mortgage
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WORK HISTORY
Mortgage Supervisor @Freedom Mortgage
US
Oversee a team of 13-15 Customer Success/ Loss Mitigation Specialist. • Identified problems and proactively developed solutions for workflow issues. • Lead and implemented special projects to innovative methods to reduce the cost of mitigated risk by 44% • Provided coaching and development, training and mentoring of staff to ensure procedures comply and in accordance with investor and insurer guidelines RESPA, FDCPA, and federal and state laws. • Audited and evaluate performance of a minimum of 15 agents relative to workflow routing, time with company and skillsets. • Conducted regular 1:1s with agents to discuss employee scorecard trending, areas of opportunity and career pathing. • Resolved complex escalated calls regarding loan modification disputes, foreclosure sale dates, and other by collaborating with the borrower and finding a suitable solution. • Provided performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior. • Partnered with QA, compliance, legal, risk, management team, fellow supervisors and team to limit audit findings, mitigate financial and reputational exposure to Freedom Mortgage. • Ensured that Loss Mitigation Underwriting, Single Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines and results in no monetary losses from non-compliance. • Assist with reviewing and responding to audits. • Perform periodic analysis and review of data and investigate questionable items
EDUCATION
Ivy Tech Community College
Associate's degree, Business Administration and Management, General
ABOUT ALEXANDRIA JEFFERSON
Innovative and influential Customer Success Manager with years of excellent analytical, communication, strategy and problem solving skills. Maintaining an uncompromising focus on high quality standards and bottom-line profit improvement. Customer service oriented and excellent at performing crisis management and ensuring customer loyalty and increasing bottom line revenues- Notable Customer Success Manager Impacts: Provided Customer Success strategies for my customers to help them achieve success throughout their customer journey Brainstormed with cross-domain teams on how to develop and maintain strong customer relationships, both within the company as well as outside clients. Increasing customer satisfaction by 20% Planned roadmaps to ensure that the right resources are delivered to customers at the right time to get the most value from using my product/services Core [Leadership] Skills: • Ability to unify a group of individuals behind a commonly-shared vision by using strong communication skills to encourage dedication to mutual accountability, investment in the team’s goal and purpose, and support for success of the team and its members. • Brilliant communicator that can employ a wide range of well-developed verbal, non-verbal and written communication methods to interact with employees and stakeholders, conveying information clearly and efficiently and using active listening for consistent, mutual understanding. • Effectively improve on ways to understand and perceive other people’s emotions, by applying concepts such as self-awareness, self-regulation, motivation, empathy, and social skills to inform interpersonal interactions. • Diverse problem solver that can conceptualize new people management ideas with attainable goals & metrics For more information about my work, please reach out with your inquiries directly! a••••••••@gmail.com
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