Candice Medina

CANDICE VALERIE R. MEDINA Blk-12 Lot-10 Dreamhomes Dubdivision Brgy. Silangan San Mateo, Rizal-;-- Personal Particulars Age: 41 years oldGender: Female Nationality: FilipinoDate of Birth: December 04, 1975 Marital Status: Married Educational Background Level: BS in EngineeringYear: -th Year Level Major: Electronics and Communications University: University of the East Previous Employment Company Name: Business Owner Position Title: Product Trainer Specialization: Financial Account Industry : Contact Center Date Joined: August 8, 2004 – August 7, 2012 Responsibilities: I. Trains newly hired Customer Care agents Scans and mails confidentiality forms to the client ( US based ) on first day of new hire training so the systems logons should be made available once the new hires take calls after 6 weeks of product training Conducts product training for the full 6 weeks to make sure new hires can pass the QA Certification before they are deployed to Operations Integrate daily updates communicated by the client to the ongoing new hire class to make sure new hires get the most updated procedures Makes sure logon ids provided by the client to each new hire are working Sends reset request to clients for any expired logon passwords Familiarize the trainees on all 11 systems applications before day of deployment Pull up the training hours from previous day and send the report to Corporate Coordinate with Operations for any need for Uptraining on soft skills and procedures based on daily occupancy level and availability of training rooms as well Reports directly to the Training Coordinator regarding accomplishment report for each day II. Handles Ebay Performs side by side monitoring on agents who had just been deployed to OPS for the 1st 3months to make sure they meet the AHT and QA target Pulls up work orders opened by trainees during training queues and also Ebay agents to make sure they are opening the appropriate work order for other departments to work on Pulls up individual statistics to make sure that metrics is met Take calls for Main queue and makes sure authorization guidelines is met on every call Inputs work orders for documents to be sent out when requested Sends out online letters for customer's (proof of indemnity letter, cancellation confirmation, etc.) Updates mailing address/phone numbers for customers; provides procedures for property address to be changed due to 911 change Assess or waives fees according to guidelines Fraud Counseling Handles Home Equity Line of Credit Concerns a. Assist customers on Available Balance, Principal Balance, Interest Calculation b. Advancement Processing c. Provides information on how to open and close accounts d. Assists on Credit Line Maintenance i.e. Line Decreases, Line Increases and Over line tolerances e. Explains Heloc Billing information f. Requests Heloc Checks as per customer's request Handles late charge, credit reporting concerns Handles Lost or Missing Payments Offers different Payment Methods to customers Assist customers regarding website concerns i.e. registration, step by step procedure to log in, set up online payment programs Provides explanation on Escrow a Beginning and Ending Escrow b. Provides explanation on Escrow Analysis c. Provides interest on escrow d. Provides explanation on how shortage is computed or how surplus came about e. Provides Escrow Analysis Copies f. Verifies Tax information g. Provides explanation on Lender Placed Insurance and how it's assessed to account h. Extends repayment time frame for shortages due to hardship Takes calls regarding Assumption procedures (on FHA, Conventional, VA Loans) a. 3rd party Assumptions b. Protected Transfer Handles Adjustable Mortgage concerns: (Hybrid Plans, I-Plan Contracts, Normal Arm) a. next Principal and Interest amount change b. index changes c. interest change and effective date d. interpreting ARM Contracts c. interpreting Adjustable Mortgage Notes e. verifies payment options for Payment Option Arm Loans f. verifies interest rate cap g. provides amortization schedules as per customer's request III. Trains cross-trained Multi-Channel Unit Agents for Email Response split Scans and mails confidentiality forms to the client ( US based ) on first day of cross-training Conducts product training for 2 weeks Makes sure logon ids provided by the client are working Sends reset request to clients for any expired logon passwords Familiarize the trainees on two extra applications so they can respond to emails rather than by phone Pull up the training hours from previous day and send the report to Corporate Reports directly to the Training Manager daily Work on updated Training Materials and seek approval from the client \Once approval for the proposed materials is retrieved, sends a request to the Training Manager to ISO the materials and have it uploaded on our Corporate Intranet Rates calibration items to be presented to the client before the calibration meet Helps keep lower the calibration variance of the center by providing inputs to Quality Assurance Put up the MCU Communication where all updates received by the client are posted; hyperlinks are set up so agent/ and support users will have an easy time utilizing the material Responds to escalated emails and handles it by making follow-up calls or emails to customers Communicates any gaps with the client to ensure all are on the same page, in regards to update dissemination, grey area communicated by Email agents IV. Trains cross-trained Multi-Channel Unit Agents for Credit Dispute Split Scans and mails confidentiality forms to the client ( US based ) on first day of cross-training Conducts product training for 3 weeks Makes sure logon ids provided by the client to each new hire are working Sends reset request to clients for any expired logon passwords Familiarize the trainees on four extra applications besides the ones they have with Customer Care, so they could now respond to Credit Disputes via E-Oscar application Get daily updates from the client regarding any changes on Foreclosure, Bankruptcy, Charge-Off, Deed-in-Lieu, Short Payoff Credit reporting procedures and disseminates these to all Credit agents Facilitates any up-training request from the client and comes up with any supplementary materials before the scheduled class Updates any Training Materials whenever necessary, seeks approval from the client before this gets ISO’d and uploaded in our corporate Intranet Coordinates with all department involved to ensure class is smoothly ongoing Handles escalated concerns to ensure all elevated issues are addressed within the Support level Reports directly to the Training Manager Disseminates any Credit Updates to all Credit agents/support teams Current Employment Company Name: Business Owner for Virtual Call Center Professionals/Helping Homeowners FL LLC/Tristate Helping Homeowners Position Title: Product Trainer, Case Manager, Short Sale Negotiator Specialization: Mortgage Account, US Real Estate Industry : Contact Center Date Joined: August 8, 2010 - present Responsibilities: I. Negotiates discounted payoff of foreclosure properties II. Handles new hires; Outbound and Inbound agents III. Submits documentation to mortgage companies/banks IV. Communicates with homeowners to verify hardship details V. Closes real estate sale with escrow VI. Handles contractors VII. Communicates with title companies, city, municipality, law firm for escrow, bank attorneys, buyers, agents and homeowners VIII. Creates policies and procedures References NAME: Michael Hijada TELEPHONE: RealtyConsultants/Helping Homeowners Phone: - POSITION: Helping Homeowners Broker NAME: Joey Escano TELEPHONE: - or- ext.8420 E-MAIL: -POSITION: Sykes Training Manager RELATIONSHIP: Manager