Cesar Pacheco
Phoenix
Summary
Dynamic leader with a proven track record at Computershare mortgage servicing, enhancing service delivery and employee performance. Skilled in training and mentoring, strategic planning, and customer service, I excel in building high-performing teams and exceeding performance targets through effective problem-solving and multitasking abilities. Achieved significant increases in customer satisfaction and team productivity.
Proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
Work History
Supervisor
Shellpoint Mortgage Servicing
05.2024 - Current
- Trained staff on best practices to enhance service delivery.
- Developed training programs for enhanced employee performance.
- Increased customer satisfaction with streamlined service procedures.
- Coordinated cross-functional projects to achieve organizational goals.
Supervisor
Computershare Mortgage Serving
04.2017 - 05.2024
- Developed training programs for enhanced employee performance.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Collector Agent
Specialized Loan Servicing
03.2015 - 04.2017
- Resolved disputes with customers, resulting in mutually agreeable payment arrangements and preserving positive relationships.
- Developed rapport with clients to obtain crucial information about their financial circumstances and devise appropriate solutions for debt resolution.
- Leveraged strong communication skills to build rapport with customers, facilitating successful negotiations and payment arrangements.
- Demonstrated empathy towards customers while remaining assertive in pursuing outstanding balances owed to the company.
- Improved customer satisfaction by effectively negotiating payment plans tailored to individual financial situations.
- Exceeded performance targets consistently through diligent work ethic, excellent negotiation skills, and strong attention to detail.
Education
High School Diploma -
Metro Tech High School
Phoenix, AZ05.2008
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Strategic planning
- Team building
- Expectation setting
- Performance management
- Problem-solving
- Multitasking Abilities
- Reliability
- Problem-solving aptitude
- Bilingual
Timeline
Supervisor
Shellpoint Mortgage Servicing
05.2024 - Current
Supervisor
Computershare Mortgage Serving
04.2017 - 05.2024
Collector Agent
Specialized Loan Servicing
03.2015 - 04.2017
High School Diploma -
Metro Tech High School
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