Sharecare

Manage day-to-day Behavioral Health Digital Therapeutics support center operations. 
Manage support channels via ticket support Zendesk and chat. 
Attend to user service issues to ensure effective and long-term problem resolution. 
Maintain working knowledge of ticketing and engagement platforms. 
Energize and motivate team by utilizing positive reinforcement. 
Maintain effective customer support for external and internal customers of Sharecare Behavioral Health Digital Therapeutics by utilizing culturally aligned team and the values of kindness and transparency, generosity and compassion.

Customer Support Manager Behavioral Health Digital Therapeutics 

HeathCo LLC 

•        First line of Defense for HeathCo, Manufacturing Company with customers.  	
•	 Directing and overseeing all aspects of the company’s customer service policies, objectives, and initiatives
• 	Collaborated with vendors and suppliers in the USA, Canada, and Hong Kong. 
•	Conduct performance reviews.
•	Prepare business plan & budget. 
•	Managing relationship with stakeholders.
•	Understanding conflicts & providing solutions.

Customer Support Manager

•	Supervised Customer Support Representatives, oversaw all day-to-day customer service operations, and managed retail accounts.,
•	Relayed information between team members and upper management, guiding team through daily work activities, projects and monitoring employee's performance to ensure maximum productivity. 
•	Prepared and analyzed monthly reports summarizing the customer service teams performance.  analyzed Customer Service Reports.
•	Identifies opportunities to update or improve customer service procedures and provided  recommendations to management. 
•	Assists with budget preparation for the Customer Service department.
•	Collaborated with sales teams to develop and implement pricing structures and promotional materials. 
•	Attended vendor events and trade shows to identify emerging best practices and promote company brand.
•	Trained, developed, and mentored customer support representatives to improve team performance.

Customer Service Supervisor

•	Providing introductory information to new customers.
•	Ensuring that customers are satisfied with products or services.
•	Following up with clients or customers to check that they’re still satisfied with any purchases.
•	Letting customers or clients know about additional products or services.
•	Determining the quickest, most effective ways to answer a client’s or customer’s questions.
•	Escalating queries and concerns.
•	Troubleshooting common issues with a product or service.
•	Working with a team of CSRs and other departments to find appropriate solutions.

Customer Service Representative

•	In charge of answering incoming customer calls, listening to their concerns, and solving problems. 
•	Provided technical support and installation information.
•	Provided owners copies of owner’s manual to customers via mail and email.

Call Center Support Representative

Customer Support Director | Implementer | Connector | Passionate Leader | B2B | B2C | SaaS

As a highly driven Customer Support Manager I have extensive experience in both B2B and B2C operations, I specialize in leading teams to deliver exceptional service while driving operational excellence. My approach combines data-driven decision-making with a deep commitment to fostering strong customer relationships and enhancing business performance.

With a focus on continuous improvement, I leverage performance metrics and insights to guide strategic decisions that optimize customer experiences and operational efficiencies. As a transformational leader, I excel in change management and resolving complex customer issues, ensuring positive outcomes for both customers and the business.

I am passionate about building high-performing teams, creating a culture of empowerment, collaboration, and professional integrity. By fostering an environment of optimism and employee engagement, I help organizations achieve lasting success.

Adept at communicating across all levels of an organization, I build trust and productive relationships with stakeholders, ensuring alignment and driving results across the business.

Angelia S.

Currently Seeking New Role

Senior Mortgage Underwriter | Team Lead | Manager

Better.com

Better.com is a mortgage company that is redefining the homeownership process from the ground up. They are using technology to make it faster and more efficient, and humans to help make it friendly and enjoyable.

Employing superior analytical skills to perform a detail-oriented analysis of each loan to determine risk, quality, and  compliance with Company and  Investor guidelines.  Analyze borrower profiles, credit reports, title, income, including complex business and personal tax returns, assets and property to determine acceptability for specific loan programs. Identify and utilize resources, tools and documentation to detect red flags and inconsistencies.   Manage individual pipelines in a fast-paced environment by completing new underwriting reviews, condition reviews and other tasks within established service-level agreements (SLA). 

Demonstrated excellent follow-up practices  with internal departments providing updates, clarification on outstanding conditions/deficiencies, and interpret guidelines. Assist Manager with pipeline, day to day operations, and Ad hoc tasks when requested.  Mentor/train junior underwriters, processors and home advisors.

Senior Mortgage Underwriter

Wipro

Opus CMC now Wipro provides secondary capital markets participants with a comprehensive menu of due diligence, valuation and advisory solutions, ranging from domestic loan level re-underwriting to international operational risk assessments of counterparties and servicers.

Support underwriting staff in their day to day requirements while ensuring service level agreements (SLAs).  Resolve and provide solutions for escalations.  Monitor underwriters daily to maintain pipelines and ensure productivity while providing excellent customer service.  Perform second level reviews as designated by the Underwriting Manager.   Execute designated number of weekly spot checks to evaluate and examine loan files to ensure accuracy and compliance with investor and agency guidelines.  Communicate with operations to maintain a high level of customer service via Zoom, Slack and email.  Work with Quality Control  and Post-Closing departments on any stipulations for loans going to closing or have closed; communicate process and outcome to underwriters and management.  Assist underwriters with daily tasks and questions concerning specific loan applications and loan programs.  Conduct staff meetings and one on one monthly meetings with underwriters.

Senior Mortgage Underwriting Team Lead

Fortace, LLC

Fortace is a leading risk mitigation firm dedicated to helping our clients identify risks, develop sensible mitigation strategies and achieve effective and efficient results.

Responsibilities include overseeing a team of associate-level staff members, assigning them loans to assess and underwrite, ensuring that they understand expectations and delivery timelines, and stepping in to provide support, answer questions, or conduct research on specific or complex applications. 

Assist in driving profitability within the region while building and leading effective teams. Report to upper management, providing information on team performance and specific issues that might arise. Confer with management and executives to set departmental goals, guidelines, and objectives. Provide vital feedback on certain loans, trends within the department, and with the clients.  Conduct quality control audits and prepare monthly, quarterly, and/or annual reports, examining data and ensuring that personnel followed proper procedures and company guidelines, and properly documented client materials and communications.

Forensic Mortgage Underwriting Manager

FIS is a Fintech company and a leader in technology and services that helps businesses and communities thrive by advancing commerce and the financial world.

Review all types of loans including conventional, FHA, VA, Rural Housing, HMDA reviews and early payment default (EPD’s), to determine the company’s compliance with investor and agency requirements, legal and regulatory requirements, and Bank policy. This includes sample selection, re-verification of information (such as employment income, down payment deposit, residency, etc.), and completion of a quality control checklist for each loan reviewed to ensure compliance with established regulations and guidelines pertaining to borrower and property eligibility, qualifying income and debt ratios, valuation and appropriateness of loan collateral, any required instance, and other documentation requirements. 

Provide for effective communication of audit findings by preparing a written report on the results of the audit. These written reports are accurate, objective, clear, concise, constructive, and timely conforming to (DU/LP and manual underwrite), non-conforming, FHA, VA, Rural Housing.  lender and mortgage insurance guidelines which usually are set by Fannie Mae/Freddie Mac.. Verity HMDA Data and report HMDA Data per the LAR.

Senior QC Underwriting Analyst

Village Capital & Investment LLC

Village Capital & Investment LLC is a mortgage banking company serving the lending needs of individual home buyers, and current homeowners, through specialized mortgage products that provide customers with good terms and costs.

Underwrite conforming (DU/LP and manual underwrite), non-conforming, standalone seconds and piggyback seconds for various clients, retail, correspondent and wholesale for Countrywide, Wells Fargo and CitiMortgage. Underwrite loans to lender and mortgage insurance guidelines which usually are set by Fannie Mae/Freddie Mac guidelines.

Senior Underwriter

Radian

Radian is a mortgage insurance company helping to ensure the American dream of homeownership with industry-leading mortgage insurance and a comprehensive suite of mortgage, risk, real estate, and title services.

Underwrite conforming (DU/LP and manual underwrite), non-conforming, standalone seconds and piggyback seconds for various clients, retail, correspondent and wholesale for Countrywide, Wells Fargo and CitiMortgage. Underwrite loans to lender and mortgage insurance guidelines which usually are set by Fannie Mae/Freddie Mac guidelines.

Contract Underwriter

United Guaranty Corporation now Arch MI

Arch MI is a mortgage insurance company that offers credit risk enhancement products, expert risk management and financial solutions to help lenders and investors reduce their exposure to mortgage risk.

Underwrite conforming (DU/LP and manual underwrite), non-conforming, standalone seconds and piggyback seconds for various clients, retail, correspondent and wholesale for Countrywide, Wells Fargo and CitiMortgage. Underwrite loans to lender and mortgage insurance guidelines which usually are set by Fannie Mae/Freddie Mac guidelines.

PHH Mortgage

For over 30 years, PHH Mortgage has provided industry-leading mortgage services and helped countless homebuyers and homeowners find financing solutions to meet their needs.

Responsibilities include review, evaluate and recommend necessary actions required to implement investor guideline changes throughout the organization. Determine tier impact and draft written communication for internal and external distribution. Respond to internal needs for variances and waivers from investor and mortgage insurance partners. Review exceptions to investor guidelines. Review declined loans to determine any other programs that the customer might be eligible for approval. As a result of frequent requests monitor the need to request policy changes to fit the needs of the business. This entails communicating with the investors and MI companies the needs of Cendant and being able to negotiate the requests. 

Communicate credit policy changes as a result of this negotiation. Initiate change processes required to the internal sales manual and participate on the Sales Manual Committee. Analyze errors in loans suspended by the MIs and communicate the cause and propose solutions to the business owners. Issue communication to the organization via emails and FYI’s to address common issues. Act as agency (Fannie Mae, Freddie Mac) liaison for credit related issues. Oversee the day to day operations and supervisor six Analysts in the Credit Policy department. Participate on various committees including condition change committee, Sales Manual Committee and various other committees. Overall responsibility for compiling monthly reporting on credit related business decisions.

Supervisor:  Credit Policy, Senior Underwriter                                                 

For over 30 years, PHH Mortgage has provided industry-leading mortgage services and helped countless homebuyers and homeowners find financing solutions to meet their needs.

Responsibilities include underwriting conventional loans per Fannie Mae and Freddie Mac guidelines, Jumbo loans and appraisals for collateral approval. Researching and reworking declined and incomplete loans for approval. Reviewing closed files to ensure loans are closed within guidelines and underwriting conditions. Extensive telephone contact with Correspondents regarding all issues and concerns on underwriting files including clearing and resolving conditions by initial underwriter.

Lead AUS Underwriter                                                                                

Accomplished award-winning senior mortgage underwriting analyst leveraging 25+ years of experience exceeding business goals with a high level of customer satisfaction. Leads teams to success through management, training and coaching; ensures individual performance targets are met to uphold business goals.  Ensure compliance with company guidelines and government regulations through comprehensive expertise.

Senior Mortgage Underwriter | Underwriting Team Lead/Manager
Email:  pierce7249@gmail.com

Senior Mortgage Underwriter excelling in credit analysis to ensure compliance with company and investor guidelines including borrower profiles, credit reports, title, income, assets, appraisals and complex financial arrangements to determine loan eligibility.  Strong attention to detail with excellent analytical skills which assist in identifying individual risk factors including red flags.  

Team leader assisting in driving profitability within the region while building and leading effective teams.  Confer with management and executives to set departmental goals, guidelines, and objectives. Provide vital feedback on certain loans, trends within the department, and with the clients.   Supervise team of underwriters to maintain pipeline productivity and excellent customer service.  Perform spot checks to ensure accuracy and compliance with all guidelines.  Chair staff meetings to convey clear expectations and one-on-one meetings to coach teammates on challenges.  Work with multiple departments including quality control, closing, post closing, processing and account managers to ensure loans meet all stipulations to close.

CORE COMPETENCIES

-  Strong analytical and problem-solving skill
-  Strong and effective Leadership skills
-  Knowledge of FNMA, FHLMC, FHLB, FHA, USDA, HUD, Non-QM and VA guideline requirements
-  Encompass | DO/DU/LPA | MS Excel
-  24 plus years underwriting experience
-  Strong collaboration skills and the ability to build a team and work in concert with other departments

ACCOMPLISHMENTS

Earned Top 5% Producer every month, underwriting up to 101 loans a month with no quality control findings.

Spearheaded internal Sales Manual Committee to research and write company guidelines to meet all investor requirements.

Promoted to Team Lead after two months on a new project leading a team of underwriters to meet business needs for third party clients.

Contact me at pierce7249@gmail.com for any mortgage underwriting opportunities.

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The Battle

Angelia S.

Rose Pierce

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