Crystal

Dispatcher

Receive and process emergency (911) and non-emergency calls, accurately documenting information and prioritizing responses.. Dispatch and track law enforcement, fire, and EMS personnel, coordinating multi-agency responses.. Operate CAD software, NCIC, and related law enforcement databases to enter and retrieve sensitive records.. Maintain precise call logs and case records, ensuring compliance with agency protocols.. Deliver calm, professional communication under pressure, including providing pre-arrival emergency instructions.

Senior Representative, Investment Solutions

Provided administrative and financial support to clients, agents, and internal teams, ensuring compliance with company policies and procedures consistently exceeded departmental expectations.. Managed high-volume inquiries, prepared documents, and processed disbursements transactions accurately.. Coordinated with management and cross-functional teams to resolve escalated issues.. Maintained detailed records, conducted research, and delivered timely correspondence to stakeholders.

Customer Service Representative, Investment Solutions

Field Agent

Officer, Mortgage Servicing Manager II

Supervised and trained teams of up to 250 associates, ensuring adherence to compliance and quality standards above department metric expectations.. Developed and delivered coaching programs to improve staff productivity and service accuracy.. Monitored workflows, prepared performance reports, and managed risk mitigation initiatives.. Handled confidential client documents and financial records with accuracy and discretion.. Supported executive-level escalations through research, analysis, and professional correspondence.

Case Management Team Manager I / OJT Coach Manager

OJT Coach

Quality Analyst / Lead

Mortgage Servicing Collector I