Karen Ortiz
Statesville
Summary
Professional with background in managing contact centers, bringing wealth of experience in mortgage customer service and team leadership. Known for fostering collaboration and driving results within remote environments, while maintaining flexibility to adapt to changing needs. Skilled in performance management and communication.
Overview
12
12
years of professional experience
Work History
Customer Resolutions Specialist
First American ServiceMac LLc
02.2021 - Current
- Trusted by leadership as Interim Team Lead
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Recommend changes to procedures to improve efficiency and assist in identifying trends and areas of opportunity.
- Experienced at researching and resolving complex mortgage servicing problems at the highest level.
- Reduced call and email escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Increased customer satisfaction and reduced call back and email, leading to first interaction resolutions.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Work with Learning & Development to ensure accurate and complete training per our compliance matrix.
- Leadership responsibilities which include providing ongoing coaching and feedback to Call Center Representatives and Manager, recognizing and developing team members, identifying and managing risks, and completing daily management tasks such as reporting and project implementation.
- I organize and lead the meetings for our team with all levels of management.
Quality Assurance Analyst
Wells Fargo
07.2016 - 02.2021
- Mentored and coached call center team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Developed a comprehensive employee training program, leading to improvement in performance metrics within 3 months.
Home Equity Loan Processor
Wells Fargo
12.2013 - 07.2016
- Review and verify borrowers, income, credit reports employment histories, property appraisals and title insurance information to prepare loan applications for underwriting submittal
- Passing production with 100% Quality reviews and Underwriter Successful Hand offs
- Coordinate effectively with title companies, borrower and lender to ensure smooth closings
- Ensure compliance with company policies, underwriting guidelines, and all State and Federal loan regulations.
- Improved client satisfaction by accurately processing home equity loan applications in a timely manner.
Skills
- Optimistic outlook
- Effective team collaboration
- Customer service
- Problem-solving
- Coaching and mentoring
- Crisis management
- Workforce management
- Compliance
- Call center technology
- Reporting skills
- Quality assurance
- Call monitoring
- Training management
Accomplishments
- Achieved an increase in customer satisfaction withing 90 days by initiating agent training programs and quality assurance processes.
- Oversaw the onboarding process for new call center employees, reducing training time by 50% and increasing efficiency.
Languages
Spanish
Native or Bilingual
Timeline
Customer Resolutions Specialist
First American ServiceMac LLc
02.2021 - Current
Quality Assurance Analyst
Wells Fargo
07.2016 - 02.2021
Home Equity Loan Processor
Wells Fargo
12.2013 - 07.2016
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