Customer service is my expertice

1. NANCY CRISANTE
Gypsyann11@comcast.net | Jacksonville, FL 32277 | 904-329-0727
FACILITY MANAGEMENT
20 years of experience in Real Estate. Leadership and acute organizational skills. Manage operations of facility
including inspections, maintenance, improvements, and compliance. Demonstrate success understanding financial
concepts and business principles, and analyzing financial data. Proven experience in reporting, research, data entry
and process improvement. Recognized by management as being a highly positive motivated and committed team
player willing to coach others. Strong problem resolution skills with proven success exceeding productivity goals.
Building strong, effective teams, operations administration key skills include working with external/internal
management and sealing effectively with diverse groups of people in high demand environments. Recognized for
exhibiting integrity interpersonal communication skills leadership analysis and problem solving abilities. Process
improvement skilled in training reporting and problem resolution.
PROFESSIONAL EXPERIENCE
REO Tenant Operations Specialist-JPMorgan Chase (2013 to 2015)
Ensure JPMorgan Chase adheres to the protecting Tenants at Foreclosure Act on REO and FHA properties, including
reviewing tenant leases. Order habitability inspections, review and approve repairs monthly for 10% of the inventory
amounts at $7,500 or higher. Offer relocation assistance and recommend eviction. Manage a rental email box
consisting of rental questions as well as customer service requests.
 Reduced customer service requests by educating new customer service department on ways to find needed
answers to resolve issues and improve customer service.
 Worked with management to close out unused processes related to the tenants which lead to 75% closed
 Provided management with a new and more efficient way to track the tenants, leases and repairs associated with
monitoring the tenants. Changes to the LPS system to reflect an accurate account of tenants with or without
leases or former owner occupied. This has cut down 15% of the tenant timelines that were open unnecessarily.
This was a direct improvement to monitoring the tenant process.
REO FHA Eviction-JPMorgan Chase (2013 to 2015)
Received referrals from Foreclosure Department to start the eviction process. Communicate with vendors and the
eviction Attorneys to determine occupancy and proceed accordingly. Schedule cash for keys and inspections.
Research loans to assure compliance of state guidelines on evictions are met. Maintain accurate database and provide
24-hour turnaround on emails.
 Consistently score 100% in quality ratings every month for 7 years
 Proactively pulled inventory reports to assure loans are coded correctly this reduced the amount of loans that
were not conveyed back to HUD. This was done once a month.
REO Asset Manager II-JPMorgan Chase (2007 to 2013)
Possessed an understanding of the mortgage servicing policies and procedures, including investor, legal and
compliance guidelines. Inspired customer confidence through business knowledge and reliability. Communicated
directly and with empathy to customers. Gained business knowledge, functional expertise and personal commitment
to excellence to deliver results that met all standards of quality, compliance, timeliness recognized the root of the
causes and innovated solutions to the problems. Worked efficiently and accurately on each asset to assure the best
results.
 Developed and monitored an effective marketing plan to liquidate REO properties.
 Worked with senior management and REO department staff to coordinate, plan and facilitate all requirements
associated with achieving Residential REO.
 Helped others meet asset liquidation goals involving time management.

2. NANCY CRISANTE
Gypsyann11@comcast.net | Page2 l 904-329-0727
 Assisted management with the transition in using Desktop. Trained 20 co workers in a classroom setting and also
one on one to assure there was a smooth transition in using the new system. This took about 3 months to achieve.
Residential Real Estate Review- Select Portfolio Servicing (2006 to 2007)
Examined BPO and appraisal accuracies for the client. Communicated the outcome of all orders requested and
completed with the client. Assembled and managed an excel spreadsheet to track the orders that were placed.
 Liaison between company and vendor to obtain information and complete orders on time.
 Resolved disputed orders or incorrectly done orders; monitored and followed-up on reports and billing.
 Handled 300+ accounts daily with minimal supervision; many were high profile accounts.
Property Management-St John’s Estates (2005 to 2006)
Managed property team including the maintenance team and cleaning crew. Visited the area including all 8 buildings
consisting of 96 units. Carried out weekly inspections. Collected references for potential tenants. Ensured that all site
operations were in compliance with established company’s policies and procedures. Appointed contractors and
regularly monitored work quality and performance.
 Managed the property in conversion to condominiums, this involved setting appointments for appraisers and
Realtors as well as potential buyer’s access to the units. Scheduling for repairs needed prior to selling the units.
 Performed monthly reporting and close outs.
 Arranged for collecting of rent of 96 units and 8 buildings.
EDUCATIONAL BACKGROUND
State of Florida License Realtor
WATSON REAL ESTATE SCHOOL
Additional Training
Fair Credit Reporting Act (FCRA) Class
Customer Service and Writing Enhancement Classes
JET Training
Team Building
Excel 2007 Mortgage
Dodd-Frank knowledge
Fraud Prevention
Service member civil Relief act awareness
Sworn document training
Technical Skills
Microsoft Office, Excel, and Outlook, 10-key, PowerPoint
Complete knowledge with LPS and MSP
Awards
Quality assurance Certificates, MVP
Team superstar for activities committee
Mortgage Banking Keys Recognition- building lasting relationships 2014