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Professional Summary

Dedicated and focused individual who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.

  • Microsoft Office proficiency
  • Excel spreadsheets
  • Meticulous attention to detail Dedicated team play
  • Advanced MS Office Suite knowledge Credit reports, appraisals and VOD and VOE
  • Initiated and was the main point of contact in converting paper files to electronic files.
  • Strong problem solving aptitude
  • Cash handling and management
  • Positive and friendly
  • Customer service-oriented
  • Multi-line phone proficiency
  • Filing and data archiving
Work History
Appliance Sales Specialist, 03/2018 to Current
Home Depot IncDenver, CO
  • Engaged customers using well-honed interpersonal and people skills to determine which appliances they were interested in.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Contributed to team success by exceeding team sales goals by 70%.
  • Recommended merchandise to customers based on their needs and preferences.
  • Preserved a perfect attendance record for 7 months.
Student Loan Advisor, 02/2016 to 01/2018
Nelnet IncAurora, CO
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Accurately documented, researched and resolved customer service issues.
  • Gathered and verified all required customer information for tracking purposes.
  • Acted professionally and patiently when addressing negative customer feedback.
Lien Release And Assignment Associate, 12/2014 to 02/2016
Specialized Loan ServicesLonetree, CO
  • Request payoff information to release liens on properties
  • Daily updated data base with current status
  • Sent lien releases to be recorded
  • Verify correct assignments with loans
Mortgage Processor, 09/2006 to 08/2014
Nationstar MortgageLonetree, Colorado
  • Designed electronic file systems and maintained electronic and paper files.
  • Ordered credit reports, appraisals, VOD and VOE
  • Ordered all field reviews , received in and uploaded to borrowers file; worked closely with appraisers and vendors.
  • Was the main point of contact in the Asset Risk Management department
  • Had daily interactions with attorneys and legal regarding documents and status of loans.
Receptionist, 09/2005 to 02/2006
Aurora Loan ServicesLone Tree, CO

Managed the receptionist area, including greeting visitors and responding to telephone and in person requests for information.

  • I was responsible for answering 20 outside lines as well as 4 lines internally.
  • Accepted payments and packages that required a signature.
  • Maintained a clean reception area, including lounge and associated areas.
  • Organized all new hire, security and temporary paperwork.
  • Monitored premises security, screened visitors, updated logs and issued passes.
  • Prepared packages for shipment, pickup or courier delivery to customers.
High School Diploma Machebeuf High School - Denver

Graduated top 5% of class with 3.5 GPA

Additional Information

10/1987-03/2001-Montgomery Wards: Was commission furnture sales assoicate in Orlando, Florida and Aurora Colorado. Top salesperson in both locations for a number of years. Montomery Wrds closed in March 2001 and at that time went to Sears as an appliance salesperson.

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Summary of Qualifications

Self- motivated individual with the proven ability to consistently exceed optimal results. Superior interpersonal skills achieved by creating a strong partnership within all levels of customers, management and staff. Exemplified leadership using analytical skills in mortgage, evaluation and implementation. Strong background rooted in effective communication skills and management ability. Proven ability to exceed all metrics while maintaining a pipeline that consist of FHA, VA and Conventional.

Professional Training and Development
  •  FHA DE Certification, VA Credit Standards Certificate
  • Over 11 years in mortgage
  • Proven proficiency in relevant computer applications such as DU, LP, AUS, HUD, Empower, LoanSphere, Veteran's Information Portal
  •  Excellent organization skills and great ability to multi-task
  • Remarkably detail oriented with a strong work ethic
  • Experience in training, coaching, and mentoring new and existing employees
DE Underwriter, VA Mar 2018 to Current
MUFG Union Bank, N.A. Tempe, AZ
Underwriter, FHA, Conventional, Manufactured Home Oct 2016 to Feb 2018
LoanDepot Scottsdale, AZ
Underwriter, FHA, Conventional, QA, Team Lead May 2014 to Sep 2016
Quicken Loans Scottsdale, AZ
Underwriter, Conventional Apr 2012 to Apr 2014
Chase Tempe, AZ
Underwriter, VA Jun 2011 to Mar 2012
USAA Phoenix, AZ
Quality Assurance Analyst, Banker Coach, Phone Banker Jun 2009 to Jun 2011
Wells Fargo Tempe, AZ
Mortgage Loan Originator, Sales Trainer Jul 2007 to May 2009
American Mortgage Specialist Scottsdale, AZ
Professional Experience

Core Competencies 

  • Mortgage underwriter known for strengths in risk assessment, income/credit analysis and documentation review .
  • Consistently commended for the timely and accurate completion of compliant loan packages.
  • More than 10 years of professional experience in mortgage loan originating, processing and underwriting.
  • Mentored, coached and trained team members on Empower, Allregs, various loan programs and 4000.1 handbook.
  • Developed and shared best practices across the company to help improve company performance and growth.
  • Comprehensive knowledge of mortgage lending guidelines and regulations for Conventional, FHA, VA.
  • Extensive knowledge of mortgage credit and appraisal criteria for Conventional, FHA and VA. 
  • Ability to communicate effectively in written and verbal communication.
  • Excellent math, analytical and time management skills.

Performance Management

  • Accomplished and dynamic professional, with solid and diverse experience in mortgage underwriting, recognized for consistently achieving company goals.
  • Recognized for being a top performer in sales and held monthly team meetings to assist in mentoring and helping achieve company goals.
  • Consistently exceeded underwriting production goals of 5 loans per day while meeting quality standards.
  • Proven ability to identify and deal with client needs and translate them into crisp, compelling, creative and informative copy.
  • Innovative, strategic thinker with the ability to go through a large volume of information and pick out salient points that are of interest to the mortgage lender and the borrower.
  • Enthusiastic and reliable with recognized ability to achieve organizational goals while displaying effective multi-tasking and time management skills.
  • Proactive and results oriented with excellent interpersonal and communication skills and experienced in working with different teams and individuals at all levels from diverse and socioeconomic backgrounds.
  • Accurately and efficiently maintained a pipeline of loan file audit inventory and communicate status to management.
  • Adhere to and fully complied with all policies and procedures related to internal and external rules and regulations, particular those established by state and federal law.
  • Proven ability to work in a fast-paced mortgage audit operations department meeting all production based performance criteria while maintaining quality standards.

Service Experience

  • Diverse and extensive knowledge of bank products and services extending throughout all facets of the industry.
  • Created strong partnerships with sales and processing by demonstrating integrity with clear and concise information regarding loan decisions and recommendations.
  • Demonstrates strategic thinking by identifying key issues and providing alternatives based on logical assumptions, facts and available resources.
  • Consistently communicate with HUD representatives on a variety of complex scenarios to ensure FHA guidelines are met. 
  • Specialized in resolving escalated concerns that required close attention to detail with superior customer service skills.
  • Collaborated and customized unique, individual action plans to job aid colleagues and new hires in accomplishing sales and service goals.
  • Facilitate communication with applicant on fees, loan product options, loan repayment options and other credit terms.

This resume is created in 7 minutes.

Knowledgeable and innovative finance, sales and marketing professional with success based on integrity, exceptional customer service, efficiency and ambition.

  • Debt and credit management
  • Excellent time management
  • Analytical
  • Fluent in Spanish
  • Sales expertise
  • Excellent communication skills
Mortgage Loan Processor, 05/2018 to Current Equity Prime Mortgage Chandler, Arizona
  • Evaluated financial statements and contacted institutions and customers to clarify details
  • Submitted completed loan applications, including recommendations for underwriting approval or denial
  • Managed any conditions sent from underwriting departments
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues
  • Completed closing process by collaborating with attorneys, title companies and government clerks
Licensed Lending Officer, 11/2016 to 10/2018 Loan Depot Scottsdale, AZ
  • Educated customers on variety of loan products and available credit options to promote valuable decision-making
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan
  • Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers
  • Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports
  • Adhered to all federal and state compliance guidelines relative to retail mortgage lending
  • Fluent in Spanish
Associate of Arts: Business, 2018 Chandler Gilbert Community College Chandler, AZ, United States of America
  • 3.5 GPA
This resume is created in 7 minutes.
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Patient Access Representative 03/2014 to Current
  • Obtain and enter demographic, clinical and financial information into the computer system.
  • Interview patients to accurately obtain all opening information required for admission.
  • Prepare admitting and discharge records and forward them to proper departments.
  • Explain a variety of admission forms and policies, get signatures, hold discussions on financial responsibility and obtain payments.
  • Verify insurance eligibility and obtain insurance notification.
Care Team Associate 02/2008 to 01/2014
Blue Cross Blue Shield of Texas Dallas, TX
  • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of forms.
  • Documents all patient interactions in a concise manner that is compliant with documentation requirements for Model of Care and Center for Medicare and Medicaid Services (CMS) regulations.
  • Conducts in-bound and out-bound calls for program requirements.
  • Schedules and coordinates patient transportation, follow-up physician appointments in all applicable markets, as needed.
Mortgage Processor 07/2002 to 10/2007
Countrywide Home Loans Plano, TX
  • Reviews residential loan application file to verify that application data is complete and meets establishment standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment.
  • Calls or writes credit bureau and employer to verify accuracy of information.
  • Calls specified companies to obtain property abstract, survey, and appraisal.
  • Submits mortgage loan application file for underwriting approval.
  • Submits approved mortgage loan file to mortgage loan closer for settlement.
  • Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer. ​
  • Microsoft Word, Powerpoint, Excel, Quickbooks, Lotus, Oracle, Pinnacle. 10-Key 12,000 ksph
  • Medical Billing and Coding Degree
  • Life and Health Insurance License
  • Property and Casualty License. 
Education and Training
High School Diploma Lancaster High School Lancaster, TX
This resume is created in 7 minutes.
I am a unique professional versed in research, medical topics, analysis, business, and sales. Seeking a position to develop and implement new and innovative health care improvement processes and admission procedures. 
Education and Training
M.D.: Medicine St. George University True Blue, Grenada Partial medical school training August 2014-December 2016.

-82.11% WMPG through completed courses.
-Completion of Anatomy, Medical Biochemistry, Histology, Immunology, Genetics, Behavioral Sciences, Nutrition, Physiology, Neurology, Bioethics, Public Health and Preventative Medicine, Communication Skills and Physical Diagnosis, Microbiology, and Medical Spanish.

Master of Public Health (MPH) 2012 Medical College of Wisconsin Milwaukee, WI, USA
-3.3 GPA.
-Capstone Project - Analysis of the Public Health Provision within the Affordable Care Act for maximum impact within the State of Wisconsin.  
-3.813 GPA at the University of Wisconsin Milwaukee for core curriculum courses.
-Certificate of Public Health - University of Wisconsin-Milwaukee 2010.
-Research with Dr. Jeri-Anne Lyons of the UW-Milwaukee Clinical Lab Services Department on the correlation of environmental toxins and the incidence of Multiple Sclerosis.
Bachelor of Science: Biochemistry 2009 University of Wisconsin-Milwaukee Milwaukee, WI, USA
-3.425 GPA at University of Wisconsin-Milwaukee.
-Senior Research on Metalloproteins and Alzheimer's Disease.
  • Proven patience and self-discipline
  • Confident public speaker
  • Patient-oriented
  • Personal and professional integrity
  • Critical thinking proficiency
  • Cultural awareness and sensitivity
  • Effectively influences others
  • Sound decision making
  • Personal and professional integrity
Researcher 07/2010 to 05/2013 Medical College of Wisconsin Milwaukee, WI
Grant Funded Employment.

- PROPPR Study; Sponsored by Department of Defense.  Randomized Clinical Trials comparing transfusion of platelets plasma and red blood cells in a 1:1:1 vs. a 1:1:2 ratio and mortality for patients with severe trauma.  
- PROMMT Study; Sponsored by Department of Defense. Identified patients who would benefit from receiving different ratios of blood products.
- Conducted qualitative and quantitative research during observation of trauma patients at Froedert Hospital.
Loan Originator and Mortgage Banker 05/2005 to 05/2007 JPMorgan Chase Milwaukee, WI
- Presented to new and existing customers refinancing options and products.
- Held level II authority ($250,000) in underwriting authority for high level decision making on mortgage loans.
- Managed 55 million dollars of mortgage business in 2006.
- Worked with over 1500 clients per year.
- Held a 0.00% error ratio in several monthly audits and received recognition.
Investment Representative 12/2003 to 05/2005 Waddell and Reed Madison, WI
-Created investment plans for clients.
-Assisted and sold mutual fund and insurance products to clients.
-Worked in self-employed, fast paced, individual environment developing leads for new lines of business.
-Was licensed to sell securities (6,63,65) and life and health insurances within the State of Wisconsin.
Contract Division Sales Representative 01/2001 to 12/2003 American TV and Appliance Madison, WI
-Worked with contracted clients and retail clients.
-Received numerous sales awards and special monthly recognitions.
-Worked in fast paced environment with ample customer contact and satisfaction.
-Worked with home builders, HVAC professionals, and kitchen designers.
This resume is created in 7 minutes.

Talented sales professional with over 9 years of meeting & exceeding quota consistently. I thrive in competitive fast-paced environments. My experience ranges from inside sales to outside sales. I am an effective & efficient closer with exceptional morals.

Skill Areas
  • 3+ years of Mortgage 
  • 5+ years of B2B experience 
  • 9 years of Sales experience
  • 15 years of Customer Service
Assistant Vice President MLO
Seattle, Wa
First Federal / Apr 2017 to Current
  • USDA, VA, Conventional (Freddie Mac backed mortgages)
  • Built relationships with industry professionals 
  • Performed income analysis
Enterprise Account Executive
Auburn, Wa
Zones/ May 2016 to Apr 2017
  • Obtained highest revenue in May
  • Maintain certs in Cloud such as Microsoft Azure, O365, AWS, VMware, 
Outbound Sales
Tukwila, Wa
BECU/ Feb 2014 to Mar 2016
  • Achieved 312.79% to quarterly quota 2016 YTD.
  • Concluded 2015 as #1 in the company in funded loan dollars.
  • Originated Mortgage, 2nd Mortgages FHA, Conventional, etc.
  • Maintained an average pipeline of $2,000,000 consistently
Mortgage Loan Originator
Tacoma, Wa
CRL Home Loans/ Jan 2013 to Dec 2013
  • Closed 10 units a month at an average of 1.5 Million in Loan dollars
  • Fluent in VA, FHA, USDA, Conventional, Reverse Mortgages, & Jumbo loans.
  • Recognized as 2013 "rookie of the year"
Tacoma, WA
Wells Fargo Bank/ May 2012 to Jan 2013
  • Consistently exceeded sales goal by 20% or more each month
Sales Account Manager
Lakewood, WA
Verizon Wireless/ Oct 2007 to Mar 2011

Accomplishments & Certifications
  • Shattered a record for the most funded loans in a quarter
  • Winner Circle Winner (2008 -2011)
  • Recognized for as the 2015 Hero Award #1 in engaged members.
  • Zones 2016 Top Performer
  • Licensed Washington State Mortgage Loan Originator 
  • Microsoft Office 365 Certified
  • Amazon Web Services Certified
  • Microsoft Licensing Solutions Specialist 
  • Microsoft Products & their Licensing
  • Application Platform Servers Licensing
  • Core Infrastructure Servers Licensing
  • Volume Licensing for Large Organizations
  • Server & Cloud Enrollment
This resume is created in 7 minutes.
To work in a professional & challenging environment whereI can contribute to the best of my skills and utilize all my talents while providing a significant contribution to the industry through dedication and perseverance. I am willing to work as a key player with team spirit in a creative environment.
  • Windows 10
  • MS Office - Excel, Word, PPT
  • Credit Analyzer (Universal Credit Services)
  • What if Simulator (Universal Credit Services)
  • Encompass
  • Active listening
  • Communication Skills
  • Strategic Planning
  • Prioritizing
  • Conflict Resolution
  • Organization
  • Networking
  • Leadership
  • Interpersonal Skills
  • Adaptability
  • Customer Service
Work History
Homestar Financial Corporation - Douglasville Mortgage Loan Officer | Douglasville, GA | April 2016 - Current
  • Developed prospects for new loans by conducting cold calls weekly.
  • Perform initial client assessment andobtainloandocuments.
  • Approveprospects based on certain criteria such as: income, credit, DTI, etc.
  • Verify that the approved loan meets the guidelines provided byRESPA, TILA, etc.
  • Provide credit improvement solutions to borrowers by using "credit analyzer" and "what if simulator".
  • Work directly with borrowersin order toassist them through the loan process.
  • Submit loan applications to the underwriter for verification and recommendations.
Complete Care Solutions, Inc. Massage Therapist | Smyrna, GA | July 2013 - Current
  • Counseled patients about general wellness, posture, nutrition, sleeping habits and stress management.
  • Maintained detailed and accurate case histories of patients.
  • Advised patients about chiropractic procedures and recommended appropriate courses of treatment.
  • Questioned patients about physical and emotional health, lifestyles and diets to determine potential causes of pain.

Associate of Arts with Highest Honors Foreign language with a concentration in Business Georgia State University Atlanta, GA | 2016
OTHER CERTIFICATION UST (MLO) Atlanta, GA | 2017 Gives me the ability to originate mortgage loans (USDA, FHA, Conventional, DCA, etc.)
Licensed Massage Therapist Massage Therapy Atlanta School of Massage Atlanta, GA | 2007