Attached is a copy of my resume and includes my objectives, skills and interest as well as my work and education background. I have also provided on the bottom of my resume three references; two work related and one personal. You will find me to be an energetic, confident and success driven individual with an excellent work ethic. Thank you for taking the time to review my resume and I look forward to meeting with you in person. If any other information is need I will be glad to provide all other documentation asked for.
I am looking for a position as a Loan Modification Processor or Customer Service that offers challenging and leadership opportunities. Using my excellent communication and leadership skills, I would like to assist employees and customers to achieve their greatest potential as an agent or representative to ensure that our customers feel important and appreciated.
- 60-65 WPM,
- Microsoft Office Programs
- Money Handling
- Fast Pace Environments.
- Handling Inbound/Outbound calls
- Data Entry
- Excellent Communication
- Leadership Skills
- Appointment setting
Wingspan Portfolio Advisors, March 2012 - present Loan modification mortgage processor
My duties as a Loan processors include having strong communication skills, as I must convey information regarding rights and responsibilities where the loan is concerned. Clear communication methods are important for me to promote understanding by the loan applicants. As a Loan modification processor my duties are to prepare and process loans based on applications received. I am able to verify all documentation provided by the applicants when they apply for a loan. This includes pay stubs, income tax returns, RMA, 4506-T, bank statements and other financial documentation. I have worked with several different loan types including FHA, SFO, HFI Fannie Mae/Freddie Mac as well as others. As a Loan processor I am able to close a loan that has been approved or denied and will be issued to the applicants. This requires ensuring all policies have been followed in the approval of a loan, all signatures are on all documents, and the loan documentation includes the correct data.
Confidential, April 2010 - March 2012 - Outbound Sales CSR/Supervisor
As a Outbound Sales/CSR Supervisor I acted as a coach for Humana Right Source RX. I was responsible for coaching and motivating agents, by providing guidance to Customer Service Representatives and Members. I performed closely with our customers with over the phone interaction to fulfill the needs of our customers. I also assisted by helping to resolve difficult questions or problems, monitoring employee performance and their service to customers. I helped maintain personnel files; review VTC, Avaya, and Kronos punches to ensure agents were adhering to their schedules and were paid correctly. as well as interviews, hiring, managed a staff of 21 CCR's, ensure annual voluntary attrition is below 12%, identify and develop internal emerging leaders at all levels ,ensure Customer Care Representatives operated at average call volumes and Average Handle Times (AHT) , handled customer care inquiries/escalations, analyze call metric reports and made performance improvement recommendations following report analysis, conducted side by side coaching sessions/monitoring, assisted with schedule adherence, communicated/deliver performance feedback appraisals , completed quarterly and annual rating assessments disciplinary action - up to and including corrective action, conducted team meetings performed daily administrative tasks and communicated shared vision from management to reps and subject matter experts.
Confidential, August 2003 - December 2009 Sales Associate/Cashier
I executed daily operations of decorating cakes and stocking the sales floor, took orders for such items as decorated cakes, cut flowers, personalized greeting cards and stationery and merchandise rentals and repairs. I performed closely with our customers with face to face interaction to fulfill the needs of our customers. I prepared special order worksheets, and trained new hires in learning the necessary duties of the job. I kept records of items in the bakery and deli, received and posted customer payments and prepared a customer copy. I successfully handled ordering bakery merchandise, as well as approved customer\'s checks and provided check cashing service according to exchange policy. I helped resolved customer complaints and requests for refunds, exchanges, and adjustments. I was a customer-service clerk, and cashier, and entered data into a hand held computer.