1. JOZI LONGLEY
Address: 1824 Sotogrande Blvd # 1501 Hurst, TX 76053
Phone: (469) 417.8965 | Email: Jozi.Longley@gmail.com
CUST O M ER SER VI C E | A SSET MAN AG EM EN T | Q UALI T Y CO N T R O L|
TEAM MAN AG EM EN T
Highly motivated professional with expert proficiency in managing all aspects of customer service, process
improvement, team administration, coaching, staffing, and quality control. Proven capacity to accomplish
administrative responsibilities, analyze issues, and provide accurate responses and solutions in a timely
manner. Comprehensive understanding of the skills needed to meet or surpass all stated performance
objectives. Skilled in the ability to form positive relationships with clients, team member, colleagues, and
staff. Regarded for the ability to deliver outstanding results with the highest degree of service and
professionalism. Proficient in Microsoft Office Suite, SharePoint, Publisher, AS400 System, Lotus Notes,
Outlook, CUBS, FiServ, and Windows. Familiar with LPS, MSP. 70 WPM typing speed. Over 11 years of
Mortgage Banking experience and over 15 years of management experience.
D EM O N ST R AT ED CO R E O F CO M PET EN C I ES
Conflict Resolution | Operational Management | Strategic Planning | Problem Solving |Relationship
Management |Decision- Making | Leadership | Customer Service | Quality Control | Auditing
PR O F ESSI O N AL EX PER I EN C E
Bayview Loan Servicing
Asset Manager June 2014-Present
 Contact customers and determine best course of action for retention or liquidation
 Communicate with customers regarding documentation needed
 Establish authorization to discuss options with customers directly from their bankruptcy attorneys
 Follow FDCPA Guidelines
 Mange a large portfolio of high loss discharged chapter 7 bankruptcy loans
Bayview Loan Servicing
Policy and Procedure Specialist August 2012-June 2014
 Prepare policies and procedures for publishing by editing for grammar, spelling and formatting
 Establish multi-site relationships to ensure document accuracy
 Communicate and follow up with all levels of management for document review and approval
 Navigate documents from request to publishing through SharePoint
 Disseminate essential information to proper recipients through e-mail
 Accurately prepare monthly reports and forward them to the administrative body
 Accomplish special projects assigned by the upper management
Saxon
Support Process Supervisor February 2010-July 2012
 Direct a team of Call Center Management Specialists towards corporate growth
 Mentor each specialist to help them deal with work-related issues and further improve their
capacities
 Ensure full comprehension of administrative changes, projects’ progress, and any necessary updates
by constantly liaising with specialists

2. JOZI LONGLEY
Address: 1824 Sotogrande Blvd # 1501 Hurst, TX 76053
Phone: (469) 417.8965 | Email: Jozi.Longley@gmail.com
 Assess the accuracy and efficiency of policies and procedures
 Maintain coaching logs as well as monitor tracking spreadsheet
 Disseminate essential information to proper recipients through e-mail
 Accurately prepare weekly reports and forward them to the administrative body
 Accomplish special projects assigned by the upper management
Executive Response Unit Supervisor November 2008-February 2010
 Founded a goal-oriented team with definite expectations and incentives
 Supervised a team of approximately 15 associates who were responsible for taking escalation calls,
responding to general inquiries, and accomplishing various tasks in a timely manner
 Designed an evaluation tool to qualify candidates
 Conducted interviews and assessed candidates for associate positions
 Evaluated calls from the Quality Assurance department in NICE with associates
 Regularly set conferences for complete understanding of all changes, projects, and any necessary
updates
Collections Supervisor December 2006-October 2008
 Administered a team of approximately 15 Collections Associates
 Instructed and coached each specialist to maximize their potentials
 Accurately assessed accounts for foreclosure and authorized which should be on hold or referred
 Kept track of live and recorded calls as well as queues and route calls to identify rooms for
improvement
 Conducted regular meetings with associates to discuss changes, projects, and other concerns
Nationwide Recovery Systems
Unit Manager July 2003-July 2006
 Maintained a fun working environment for team members to constantly motivate them accomplish
tasks and maximize their potentials
 Designed and executed contests that could unleash employees’ skills
 Evaluated all representatives and executed performance improvement plans
 Actively participated in verbal, written, and termination meetings
Academy Collections Services | Countrywide Home Loans
Training and Development Coordinator December 2001-July 2003 | November 1998- November 2001
 Designed training manuals/materials to efficiently help new hires improve their skills and unleash
their expertise
 Ensured that every training material is updated and effective
 Coordinated call backs and personal interviews
 Oriented qualified applicants regarding key responsibilities and salaries
 Assessed trainees based on their performance in the training class
 Fulfilled the critical role of a Computer Tech Support for the entire company

3. JOZI LONGLEY
Address: 1824 Sotogrande Blvd # 1501 Hurst, TX 76053
Phone: (469) 417.8965 | Email: Jozi.Longley@gmail.com
A W AR D S AN D REC O G N I T I O N S
 Quarterly and Annual Performance Awards (Saxon & Countrywide Home Loans)
 Certificates of Appreciation (Saxon)
 Unit Manager of the Month (Nationwide Recovery Systems)
 Employee of the Year (Academy Collection Services)
TR AI N I N G / MAN AG EM EN T CO UR SES
 Franklin Covey Time Management
 Handling Difficult People and Achieving Results
 Understanding Behavior
 Instructional Design and Planning
 Powerful Presentations
 Writing for Results
 “Gung Ho”
 Team Leader Certification
 Management Essentials (The Basic Principles, Active Listening, Assertiveness Skills, DISC-
Understanding of Self and Others, Situational Leadership, Interviewing Skills, Pinpointing Facts,
Impacting Performance, Coaching and Counseling, Time Management, Business Writing, SMART
Goal Setting
REF ER EN C ES
Available upon request