Science and Engineering Magnet

Prairie View A&M University

Resident Billing Supervisor at RealPage, Inc.

Dallas, Texas, United States

Supervise Billing and Senior Billing Coordinators to ensure production and client expectations are met.
Initiate various process improvements based on analysis of performance and quality metrics.
Deliver clear, concise written and/or oral reports on various metrics and assist with follow-up implementation of solutions.
Establish and maintain department standards for productivity, reliability, and accuracy.  Ensure all established policies and procedures are followed.
Maintain up‐to‐date knowledge of all regulatory requirements and capabilities of RealPage products and services
Act as a liaison to the implementation department and assist with coordination of new clients transferring to the Operations department.
Create good teamwork and high morale within Operations department.
Perform standard management tasks such as hiring and training new employees, performance reviews, performance counseling, conflict resolution, terminations, and payroll.

RealPage, Inc.

Resident Billing Supervisor

Outbound calls providing homeowners with current status of loan modification and advising of needed documents for review.
Review loan documents with homeowners to properly explain terms of modification.
Update homeowner's information and financials in system for accuracy.
Review homeowner's submitted documents to ensure guidelines are met.
Document detailed notes in system regarding reason and outcome of phone call.

Bank of America

Mortgage Service Specialist

Provide company executives and department managers with the quality and performance standards, results and metrics necessary to achieve company and departmental objectives.
Monitor performance and challenge the team of 5 to 8 employees to meet goals set by executive management.
Set clear expectations and hold staff accountable to those expectations.
Create good teamwork and high morale within your team.
Direct department in all aspects of the auditing and metrics reporting process.
Lead the development of quality standards throughout the company.
Deliver clear, concise written and/or oral reports on audit findings and assist with follow-up implementation of solutions.
Provide managers with metrics necessary to coordinate staffing, production goals, quality monitoring, and other management areas.
Trend and monitor performance metrics to assist managers in implementing solutions with high dollar revenue improvement potential.
Perform standard supervisory tasks such as hiring and training new employees, performance reviews, performance counseling, conflict resolution, terminations, and payroll.

Schumacher Group

Quality Assurance Supervisor

Mentored and trained employees on a continual basis to improve quality and productivity.
Controlled ASA by managing queues and agent skills as needed.
Completed monthly report cards on each team member.
Enforced company and departmental policies.
Resolve escalated calls, billing and customer service issues.
Prepared weekly reports by capturing data on team quality, productivity, and adherence.
Communicated changes to policy and procedures to agents as needed in a timely manner.
Maintained a positive and productive work environment.
Assisted with hiring, disciplinary actions and terminations of employees.

Chris Washington