Download PDF

Work experience

Dec 2012Present

Lender Liaison

KEL Attorneys
  • Contact lenders to determine an accurate status on clients file, maintain file notes with accurate and detailed information, request documents from client, thoroughly review files to verify documents needed by lender, obtain a knowledge of lender loan modification requirements in order to obtain positive results for our clients, maintain an up to date case load, check client file for completeness and drop appropriate task, complete internal requests
  • Demonstrates flexibility in satisfying customer demands in a high volume, production environment, ability to work both independently and in a team, ability to follow procedures and guidelines in accomplishing tasks, ability to stay on task and driven for results
  • Proficient in ProLaw, Microsoft Office, and other office machines 
Oct 2012Dec 2012

Quality Assurance Analyst

Univers Workplace Solutions
  • Assisted in the design and implementation of call monitoring formats and quality standards. Performed call monitoring and provided trend data to site management. Used quality monitoring data management system to compile and track performance at team and individual level.Participated in customer and client listening programs to identify customer needs and expectations.Provided actionable data to various internal support groups as needed for employee development. Coordinated and facilitated call calibration sessions for call center staff. Provided feedback to call center team leaders and managers.Prepared and analyzed internal and external quality reports for management staff to review.
Feb 2006Sep 2012

Customer Service/Processing Assistant

Aon Hewitt

Processing Assistant, Aon Hewitt

  • Daily interaction with clients regarding escalated issues, questions and resolutions. Prepare for daily meetings regarding daily project work and upcoming tasks. Exceed daily, monthly and quarterly deadlines regarding incoming and outbound files, reports and statements. Ability to problem solve and think outside the box, create process improvements and write Standard Operating Procedures. Research complex benefit issues and formulate resolutions by analyzing plan provisions and best practices. Process incoming and outgoing mailings (UPS, FedEx and USPS). Excellent business writing and verbal communication skills, strong listening and interpersonal skills. Highly organized and project oriented in a fast paced environment, ability to multi-task and prioritize work. Outstanding ability to initiate self-training and assist others with their task. Daily utilization of Microsoft Office, Outlook, Communicator, Lotus Notes and Maestro.

Customer Service Representative/Benefits Admin, Aon Hewitt          2006-2010

  • Business Instructor for Annual Enrollment - assisted with facilitation of learning material, worked one-on-one with learners, provided walk-around support and answered learner questions, tracked learner attendance, showed patience and empathy, provided positive and constructive feedback. Facilitated training for On-Boarding, On-Going and Client Specific associates.
  • Received escalated customer calls and issues as an On Floor Supervisor diffusing the situation at hand with first class customer service. Subject Matter Expert for Defined Benefits, Health and Welfare Benefits and Defined Contributions, extensive knowledge of New Hire, Qualified Status Changes, Annual Enrollment and Retirement benefits. Assisted callers with questions regarding their benefits (Survivor Specialist, Retirement Specialist, On Floor Supervisor). Ability to work independently and in a team environment, adaptable and flexible to the business need, always asked to resource share with other teams when needed. Ability to handle confidential information. Coached others on quality by providing constructive feedback and acted as a role model for team. Passionate about working with and helping others.
Mar 2004Oct 2005

Head Server/Floor Manager

Marina’s Mexican Restaurant
  • In charge of Front of House, held interviews, organized schedules and side work, trained staff, provided constructive feedback and coaching.
  • Took care of customers when owners were unavailable, worked well under pressure with excellent customer service skills, served the Mayor and a food critic
  • Background in restaurant grand openings


Cum Laude, National Honor Society

Lutheran South Academy

Associate in Arts

Seminole State College