1. May 2011 to August 2015
May 2006 to May 2011
October 2005 to May 2011
Deborah Turner
Summary
Financial planning expert excelling at interfacing with team members at all levels to meet and exceed
organizational goals. Operates well in a highly-competitive environment in which leadership skills are
the key to success.
Highlights
High customer service standards
Call center management experience
Dedicated to process improvement
Strong problem solving ability
Negotiation competency
Troubleshooting skills
Accomplishments
Certified OJT Instructor
Participated in Policy and Procedure Focus Groups
Assisted in training Conventional Short Sale within the Tempe location.
Assist management in creating job aides for training purposes
Trained new associated and completed side-by-sides.
Experience
Bank of America
Short Sale/DIL Specialist II
Chandler, AZ
Work with business partners, customers, agents and internal management to negotiate and
complete short sales.
Coordinate the close of sale with all parties while adhering to bank, investor and insurer
requirements.
Portfolio management of 65+ loans.
Closed 98-100% of portfolio on a monthly basis.
Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.
Reviewed clients' accounts and results regularly to determine whether life changes, economic
developments or financial performance indicated a need for plan revision.
Maintained confidentiality of bank records and client information.
Knowledge of Equator, LPS, AS400, REO tool, MRC and Sharepoint, Word, Excel and Power
Point
Bank of America
Customer Service Rep II
Tempe, AZ
Specialized Training in Home Retention Support, Auditing, and Property Claims.
Updated borrowers financial information and advised agents if any other options are available.
Speak with borrowers and realtors to advise them of the status of the short sale and what
additional information would be needed.
Help borrowers with questions on their Home Equity loans including how their payments were
calculated, adjustable interest rates, subordinations and loan freezes.
Knowledge of AS400, SRM, LAMP, LAFA, LADI, Home Base, Home Saver, Iportal, ASIS, LDD,
Commit and ILA.
Bank of America
Customer Service Rep I
Lancaster, CA
Responding to borrowers inquiries that they sent in via email with questions on their loans.
Moving funds that had been misapplied.
Helped borrowers that had made double payments and advised of the process for getting
payments returned.
Assisted with insufficient funds reimbursements and submitting corporate check requests.
Addressed questions regarding getting property claims checks endorsed and advised customers
7416 Ridge Point Cove, Sherwood, AR 72120 - 501-908-4045 (C) - Vilanora1@hotmail.com

2. April 2001 to May 2006
of the status of their property claim file.
While Auditing, I was responsible for evaluating employees and assessing their job skills and
providing feedback to management on a daily basis.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Demonstrated mastery of customer service call script within specified time frames and
addressed customer service inquiries in a timely and accurate fashion.
Bank of America
Customer Service Tele Rep I
Simi Valley, CA
Was requested for substitute Team Leader on a regular basis by management.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Joined the Get Set Program for management prospects due to meeting and/or exceeding
requirements for call handling.
Attended and completed escalated call handling training.
Coached Zero Coupon, Payment Research and OJT teams in Tempe.
Trained staff on how to improve customer interactions.
Facilitated information flow between customer service, account management operations,
quality assurance, training and payroll departments to guarantee call center objectives were
met.
Additional Information
Quarterly Award Winner December 2004
Top Team May, 2007
SLQ Top Team June, September and November 2008
Matt's Team Certified July 2007
12 Walk of Fame Awards
2 Spot light Awards
5 People's Choice Awards
Skills
AS400, Auditing, Outlook, LAMP, Excel, Power Point, Sharepoint, Word