Elisha Gray has over 16 years of experience in customer support and mortgage services. He is skilled at managing large teams, implementing process improvements, and building relationships. Currently he works as a Home Preservation Work Director where he leads 34 specialists, reduces risk, and collaborates on reporting and procedures. Previously he held roles in customer support, training, and default management. He has a bachelor's degree in general studies and organizational communication.

1. ELISHA J GRAY
1464 Spirit Ct, Jacksonville, FL 32221 | H: (317) 654-4595 | elisha.gray28@gmail.com
Professional Profile
Results driven mortgage service professional with over 16 years ofcustomer support experience.Personable Work
Director successful at building strong professional relationships. Manageslarge and complexprojects while
maintaining high team morale and energy. Excellentoral,written, and interpersonalcommunication skills. Organized
and attentive to detailwith demonstrated time management skills.
Qualification
Manage and coordinate workflow Effective communication skills
Self-directed nature Process improvement
Analytical problem solving Risk management
Strategic planning Relationship building
Quality assurance and control Productivity improvement
Experience
Home Preservation Work Director: Resolution Team department dissolving12/18/15 05/2015 to Current
 Lead 34 Home Preservation Specialists across 2 sites
o Created onboarding package for newhires to prepare for pipeline assignment. Facilitated learning and development
training face to face and virtually. Provide feedback and coaching to team membersand managersaddressing
areas ofsuccess/opportunity. Give direction on improving overall production
o Reduced out of standard file percentage for district to lessthan regionalrequirementand lead in production for
Resolution Team
 Implemented multiple audits to mitigate risk, increase adherence to deadlines,and to achieve department goals
o Evaluate internal processes/controls to identify areasof riskand improvement
 Collaborate weeklywith Analyststo reviewreporting for gapsand assist with mitigating risk
o Piloted project to align baseline reporting to coincide with Resolution Team reporting. Updated reporting
matrix was adopted.
 Partner with Business Liaisons/Consultants on procedures and policy for specialtyprojects
 As the Subject Matter Expert for Simultaneous Modification & Assumptions process (SIMO) and Hardest Hit
Funds Program address updates, changes, and assist with creation and implementation of policy and
procedures.
 Conduct remote training on SIMO and HHF procedures outside of the Resolution Team
 Audit Resolution Team files: GSE and Non-GSE specialty files- SIMO, HHF, Soldiers and Sailors, Oregon
State, South Carolina Administration, Foreclosure Rescission, and 10-Day Foreclosure
 Manage multiple projects and meet set deadlines
Home Preservation Specialist 1 and 2: Resolution Team 1/2013 to 5/2015
 District Quality Captain
o Lead weekly huddlesto address updatesand changesto policiesand procedures.
o Completed weekly reviewof out of standard files which led to store ranking #1 for percentage of compliant files
 Implemented internalprocedures to assist with mitigating risk and to close gaps with reporting
 Discovered gapsin policy, procedures, and reporting and created relationshipswith business partnersto implement
necessarychanges/updates
 Instrumentalin integrating callrecording software for Resolution Team
o Provided additional training sessions across the region
o Implemented check point processto confirm continuousadherence to system/software usage
 Completed Peer reviewfor filesand letters for accuracy and compliance
 Received bonus incentive for 18 consecutive months
 District leader in power rankings and adherence to policy and procedures
 Recognized for partnerships

2. Customer Support Agent
TD Auto Finance Jacksonville, FL 8/2012 to 1/2013
 Communicated with customers via phone and written correspondence to addressquestions and concerns
 Utilized critical thinking to resolve complicated accounts
 Adhered to security and privacy guidelines
 Participated in providing the department with innovative ideas to increase efficiency
 Quickly achieved and exceed department goals
 Continuously maintained high level of production
Patient Care Coord/Processing Trainer
CorVel Corp 5/2010 to8/2012
 Proposed and implemented training position
 Created step-by-step proceduresto cover business process from inception to completion
 Trained everyemployee on department procedures and policy
o Completed side-by-side training and group huddles on allprocesses and updates
o Educated customers/clients on company processand proper handling ofcases
 Quality managed a staff of 20
o Reduced compliance riskand identified gaps in process
 Completed daily audits to confirm adherence to guidelines and Federal regulations
Adjustment Specialist
ISM Education Loans companydissolved10/2009 9/2006 to10/2009
 Pitched idea for creation of written procedures
o Partnered with all departments within company to gather process and procedures
o Implemented written procedures for the company
 Provide customerscustomized solutions to address studentloan delinquencies
 Owned special project requiring continuous followup and tracking of a large number offiles
College Planning Advisor
Nelnet Loan Corp 07/2005 to 9/2006
 Assist studentsand parentswith college financialoptions
 Reviewapplicationsand supporting documentsfor accuracy
 Offer various loan options
 Advise students on career options related to schoolof choice
 Partnered with trainer to review/update training materialfor adherence to federal guidelines
Default/Consolidation Specialist
SallieMae Indianapolis, IN department downsized 6/2005 6/2000 to6/2005
 Contactinternal and externalclients to obtain documents
 Verify balances, payoffs, and payments using mathematic equations
 Obtain signaturesfrom required parties
 Excellent time management skills exhibited by maintaining a revolving case load of over 200 files
Education
BS: General Studies Minor Organizational Communication
Indiana University
Achievements
 2014 AnnualService Conference Winner
 Diverse Mentoring Program participant
 Nominated and participant in Leadership Academy
 4.0 MPP rating for 2014
 Participantof the HPS Leadership DevelopmentProgram