Mike S.

About Mike S.

Empathy: I enjoy putting myself in my clients\' shoes. This is a crucial quality for anyone working in a service-oriented role, as it helps you better understand and address their needs and concerns.Problem-Solving Approach:\"We will figure it out\" is a great practicality that I try to embrace. It reflects a positive and solution-oriented mindset. Effective Communication: Active listening is key. Whenever you allow your client, leader, or coworker to discuss their view, it will earn mutual respect and understanding to help be on the same page to reach a common ground.Due to the skills that I have cultivated through my career journey by observing others and continual studies of emotional intelligence as a communicator, it has allowed me to stay driven and hungry. I have won several accolades over the years such as winning multiple monthly efficiency awards and high customer review ratings awards. Won the Best Performance in a Refinance Escalation Communication role and nominated 5 out of 6 years. Won at least 10 monthly awards called CAVS coins, which refer to Caring Accountability Visibility Satisfaction. Won several monthly awards for best communicator.4. Won multiple monthly awards for efficiency. Won several awards for being the most caring and attentive to the needs of my coworkers and clients.

Experience

1. Triple Crown Refinance Escalation Specialist

   Rocket

   Apr 2019 — Present · Detroit, MI, US

   Excellent at selling/gaining trust of clients to help meet and surpass their goals Manage process improvement projects emphasizing operation efficiencyWork call center and workforce management to implement process improvements and provide crucial feedback in all areas of client service and our app/websiteSuggest tactful and effective feedback to Business Analysts to prevent future complaints.Take Inbound and make Outbound Escalated Calls, and treat my client as to how I wanted to be treated. I firmly believe in every client, every time, no exceptions, no excuses.Licensed and Highly Skilled in Communication and Leadership to treat all people the same and stay focused on my goals.Proficient and Licensed to handle Freddie Mac/ Fannie Mae Conventional Loans, FHA loans, VA loans, New Construction Loans, and Renovation Loans/Home Equity Loans. Also, Certified and licensed in Kentucky proficiency for Mortgage.Lead and Mentor Client Care Specialists by helping develop and train them in effective problem solving and communication. Acknowledge, Respond, and Pivot to keep the client focused on the task at hand to close.Top 5% Producer of Closed Loans Every Month Since I Started Helped Reduce Response Times for Texts, Emails, and Returned Calls.Requested often to work with high profile clients by Divisional Vice Presidents, Senior Vice Presidents, Director of Operations, and numerous senior leaders due to my precision and level of skill as I am determined and motivated Customer Service Rated 99.8% out of 100 by our clients

Education

• Concordia Seminary St Louis

  Master's degree, Theology/Theological Studies

  2004 — 2008

• Reese High School

  High school degree, General education

  1996 — 1999

• Albion College

  Kinesiology, Sports Medicine Residency Program

  1999 — 2000

• Concordia University Ann Arbor

  Bachelor's degree, Kinesiology and Exercise Science

  2000 — 2003