Open to opportunities

Omar Powell

@omarpowell

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Customer service professional with 6 years of call-center experience and expertise in mortgage loss mitigation.

United States

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What I'm looking for

I’m looking for a role where I can deliver high-quality customer experiences through calls, chats, and email, while using my mortgage servicing and loss mitigation expertise to solve problems, improve outcomes, and maintain strong quality standards.

I’m a dedicated customer service representative with 6 years of experience in call center environments, specializing in delivering high-quality customer experiences. I resolve inquiries effectively by practicing active listening and problem-solving to enhance customer satisfaction. In remote roles, I assist customers through inbound calls, emails, and chats while communicating clearly and professionally.

I bring strong experience in mortgage servicing and loss mitigation, analyzing financial documents and outcomes to support borrower decisioning. As a Loss Mitigation Processor and Underwriter, I verified income and occupancy, calculated back-end income ratios, reviewed application packages, and applied payment waterfall rules to determine workout eligibility—repurchase plans, forbearance, modifications, or liquidation options.

I also strengthen customer outcomes through product knowledge and structured troubleshooting. From insurance customer counseling to supporting web navigation and root-cause identification using probing and discovery questions, I consistently deliver procedurally accurate, independent responses and maintain high standards in quality assurance and account handling.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

IntouchCX

Mar 2024 - Present (2 years 3 months)

Assists customers via inbound calls, emails, and chats by communicating account/product information and resolving inquiries through active listening. Maintains a thorough working knowledge of products and services to deliver a positive customer experience.

Inbound Customer Support Email Support Live Chat Active Listening Product Knowledge Call Center Operations Customer Experience

Unlicensed Insurance Agent

Alorica Inc

Apr 2023 - Dec 2023 (8 months)

Consulted with customers on personal lines insurance products via inbound calls, recommending coverage options aligned to individual needs. Administered transactions and provided procedurally accurate, independent responses to business inquiries while meeting performance targets.

Personal Lines Insurance Inbound Call Support Time Management Customer Service

Customer Service Rep

Sitel Group

Aug 2022 - Dec 2022 (4 months)

Handled inbound calls to address customer inquiries, troubleshoot issues, and provide personalized solutions. Used probing and discovery questions to identify root cause and guided customers through website resources and service information.

Inbound Call Support Troubleshooting Root Cause Analysis Probing Questions Windows 10

Loss Mitigation Underwriter

Sourcepoint, Inc.

Aug 2021 - Jul 2022 (11 months)

Reviewed borrower application packages to assess financial circumstances, capacity, and ability to pay. Verified income and occupancy/hardship details, calculated back-end income ratios, and applied payment waterfall rules to determine workout eligibility.

Loss Mitigation Mortgage Servicing Back End Income Ratio Occupancy & Hardship Verification Payment Waterfall Workout Eligibility

Loss Mitigation Processor

Sourcepoint, Inc.

Jun 2020 - Aug 2021 (1 year 2 months)

Analyzed borrower documents to help avoid foreclosure by verifying borrower information and accuracy. Processed and approved Gov & GSE workout options based on document review.

Loss Mitigation Borrower Information Verification Workout Options Gov & GSE Programs

Customer Service Rep (Adecco)

Adecco

Jan 2020 - Apr 2020 (3 months)

Provided customer service responses to complaints and inquiries via chat, email, and phone. Balanced live chat volume expectations and coordinated timely replies across phone and email channels.

Customer Service Live Chat Email Support Phone Support Complaint Resolution Time Management