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Professional Summary

Efficient Sales & Client Service Professional who is proficient in best practices, and success strategies. Motivated professional possessing a strong commitment to quality client service coupled with exceptional communication skills. Builds client loyalty by effectively resolving problems and quickly processing transactions.

Skills
  • Self-sufficient
  • Excellent work ethic
  • Managing Risk
  • Goal-oriented
  • Superior organization skills
  • Analytical
  • Practices due diligence
  • Courteous, professional demeanor
  • Complex problem solving
  • Ethical
  • Meticulous attention to detail
  • Team player
Work History
  • Customer Service and Support Representative
  • PNC
  • Orlando, FL
  • October 2019 to Current
  • Performs advanced customer service activities and initiatives for a broad range of products, services, and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners
  • Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served
  • Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves more complex or recurring issues. May interact with higher levels within the customer organization
  • Documents customer interactions and completes service requests to minimize customer effort or additional action
  • Mortgage Client Service
  • Suntrust Banks Inc
  • Orlando, United States
  • February 2019 to October 2019
  • Handled high volume, back to back calls in an efficient manner
  • Exceeded metric goals
  • Ability to notate account while engaging with client
  • Researched solutions to ensure customer satisfaction
  • Promoted available products and services to clients during service, account management and order calls
  • Promoted company as superior provider committed to client needs and satisfaction
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
  • Assessed clients' financial situations to develop strategic financial planning solutions
  • Handled various accounting transactions
  • Mortgage Loan Originator Assistant
  • Innovative Mortgage Services
  • Lutz, FL
  • June 2018 to February 2019
  • Assists lead originator on loans
  • Maintained friendly and professional customer interactions
  • Answered telephone and online inquiries on loan products
  • Reviewed and edited loan agreements to ensure accuracy
  • Recommended loan approvals and denials based on customer loan application reviews
  • Maintained strict confidentiality of bank records and client information
  • Complied with regulatory requirements
  • Bartender And Trainer
  • Neighborhood Restaurant Partners
  • Kissimmee, FL
  • 2016 to 2018
  • Managed bar revenues, ensuring that all patrons were billed and all cash properly accounted for
  • Greeted guests in a timely and professional manner
  • Received beverage orders from wait staff and delivered beverages to guests
  • Enthusiastically and appealingly described food and drink specials to guests
  • Poured drinks using standard pour according to specifications
  • Set up glassware and liquor prior to events
  • Served each guest with a sincere, positive, pleasant and enthusiastic attitude
  • Server
  • BJs Restaurant & Brewhouse
  • Orlando, FL
  • 2017 to 2017
  • Greeted customers entering the store to ascertain what each customer wanted or needed
  • Politely assisted customers in person and via telephone
  • Provided an elevated customer experience to generate a loyal clientèle
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Skillfully promoted items on beverage lists and restaurant specials
  • Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
  • Displayed enthusiasm and knowledge about the restaurant menu and products
  • Server/Trainer
  • Bohemian Hotel Celebration, Autograph Collection
  • Celebration, FL
  • 2016 to 2016
  • Delivers friendly and efficient service to ensure a pleasant dining experience for all guests
  • Had the ability to suggest menu items based on the guests taste
  • Prepared specialty drinks according to corporate specifications
  • Fostered repeat business and a clientele of regular restaurant patrons
  • Recognized Marriott Elite Members and catered to their repeat business
  • Top performer in monthly specialty sales competitions
  • Trained new servers on menu knowledge and steps of quality service
  • Prepared for and served guests during banquet functions in accordance with hotel standards of food and beverage quality presentation sanitation and warm hospitality
  • Proficient in menu items for each function, served and explained the major ingredients and preparation methods for each item to be served
  • Completed side work such as refilling condiments and storing serving equipment and props
  • Led breakfast team in setting up and breaking down buffet and other special food services stations following standard policies and procedures
  • Assisted in routine inventory of food and beverage equipment and supplies
  • Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
  • Bartender And Trainer
  • Neighborhood Restaurant Partners
  • Orlando, FL
  • 2009 to 2016
  • Managed bar revenues, ensuring that all patrons were billed and all cash properly accounted for
  • Greeted guests in a timely and professional manner
  • Received beverage orders from wait staff and delivered beverages to guests
  • Enthusiastically and appealingly described food and drink specials to guests
  • Poured drinks using standard pour according to specifications
  • Set up glassware and liquor prior to events
  • Served each guest with a sincere, positive, pleasant and enthusiastic attitude
License

State Certification: Licensed Mortgage Loan Originator - NMLS 1724556, 2018, 2019

Education
  • High School Diploma
  • Plant City High School
  • Plant City, Florida
Computer Competency
  • Microsoft Office Suite
  • Skype for business
  • Adobe
  • Avaya Phone
  • Various platforms within Chrome
  • Company platforms for accessing accounts
This resume is created in 7 minutes.
Summary
An accomplished professional, highly proficient in meeting compliance requirements and interpreting legal documents. Strong history of clearly communicating and proactively following up on deadlines and tasks. Maintains Positive attitude and works hard to build relationships with customers and associates.
Skills
  • Client Relations
  • Compliance
  • Team Leadership
  • MS Office Expertise
  • Project Coordination
  • SEI Expertise
Accomplishments
  • 2017 Bronze Shield Award winner for two high profile, complex conversions totaling over 1 Billion in assets
  • Successfully managed a complex portfolio that was double the size of other members within the Covenant Compliance teams of the Middle Office
  • Achieved 100% tickler compliance in 2014 while managing a municipal bond portfolio with over 1000 accounts across the eastern United States
  • Selected to take part in a conference of 25 elite processors, underwriters and home mortgage consultants, to come up with various practices that would improve customer satisfaction across all of Wells Fargo Home Mortgage
Experience
U.S. Bank, N.A. Client Manager- Global Structured Finance 08/2019 to Current
  • Performs transaction document review and negotiation in compliance with U.S. Bancorp policies and procedures as well as applicable regulatory requirements.
  • Supports sales efforts by providing technical expertise in pricing and pursuing new business opportunities.
  • Manages the high tier customer relationships for the Structured Finance Product with a high level of expertise consistent with governing document requirements, regulatory guidelines, and policies and procedures.  
  • Grows fee revenues through cost containment, automation or improvements of operational efficiencies, and through delivery of service levels commensurate with customer's fee revenue.
U.S. Bank, N.A. Account Manager - IT&C 09/2016 to Current
  • Managed and oversaw Institutional Trust and Custody accounts of various sizes established by clients for various purposes
  • Supervised the work processed by IT&C support staff, Operations, and others to ensure compliance with governing agreements, regulatory and legal requirements, and procedural guidelines
  • Completed relationship and administrative reviews, working with clients to clear any noted exceptions, and respond to requests from IT&C Risk Management, Trust Compliance, and Corporate Audit Services
Wells Fargo Bank, N.A. CTS Account Associate - Middle Office/CMES 04/2014 to 09/2016
  • Interpreted complex trust and other legal documents in order to identify administrative requirements and responsibilities 
  • Ensured the accurate establishment and ongoing maintenance of accounts according to policies, procedures, and regulations 
  • Communicated with customers, account managers or various other entities within a bond deal, the deficiencies or requirements of compliance items, as a designated subject matter expert
  • Managed the day to day activities associated with bond accounts including cash movement, invoicing, customer service, and financial reporting
Wells Fargo Home Mortgage Home Loan Processor 10/2011 to 07/2014
  • Managed the workflow of refinance and purchase applications for 50-120 customers, meeting all regulatory and compliance standards
  • Coordinated the various facets of the refinance and purchase processes, including title companies, appraisers, insurance agents, and subordinating lenders while meeting multiple hard deadlines
  • Analyzed and pre-underwrote applications base on the borrower's profile and current regulatory guideline, streamlining and shortening the average process time of an application
Education and Training
BBA: Organizational Management 2010 University of Minnesota Duluth
This resume is created in 7 minutes.
Professional Summary

Successfully managed 20+ people in a high production environment, 6 years customer service, 7 years with sales

Achievements
  • Top 5% in ECR at LoanDepot multiple months, meaning the loans I put into process close
  • 1 of 7 people on the top performing team in our region at Quicken Loans receiving multiple MVP's over the year
  • Broke two production records at SPI Millworks
  • Earned multiple "Shamrock Rewards" for outstanding customer service, and sales increase
  • Recognized for raising our related sale average from 22% to 54%, 19% more than our company average, while supervising
Skills
  • Exceptional interpersonal communication
  • Negotiation expert
  • Bilingual
  • Strong leadership abilities
  • Goal-oriented
  • Strong work ethic
Work History
LoanDepot Mortgage Loan Officer | 14000 N Pima Rd #150, Scottsdale, AZ | August 2019 - June 2020
  • Hustle
  • Hustle
  • Hustle
Quicken Loans Mortgage Loan Officer | 1 N Central Ave Suite 2000 Phoenix, AZ 85004 | April 2018 - July 2019
  • Analyzed clients qualifying factors to find a product and program which would best fit their needs
  • Built rapport within the first few min of the phone call to gain trust and have a better position later on to use their own words to close a deal
  • Had the product knowledge to advise the best financial decision possible per client situation resulting in a loyal relationship
  • Managed 60 to 120 clients at any given time of the month by being organized and setting proper expectations
Paramount Equity Mortgage LLC, DBA LoanPal Sales Assistant | 8888 E Raintree Dr STE 205, Scottsdale, AZ | November 2017 - April 2018
  • Helped manage the largest pipeline at the site as assistant to lead LO
  • Chased/Hounded documents in order to pipe loans and then get through conditional approval
  • Set appointments for follow ups to avoid missing calls or having to leave VM's
  • Foreshadowed the rest of the process each call to make sure we were on the same page
  • Branded LO, the company and myself to maintain loyalty
AWireless Sales Consultant | 908 Historic State Highway 99, Corning, CA 96021 | 2017
  • Strategically, completedSales Calls, and 5Stars to drive traffic in, raising our year over year growth
  • Made appointments with customers, and business customers, better serving them in store as a VIP customer, and assured closed quality sales with follow up calls
  • Completed training, and also continuously studying our devices and services we offer
  • Efficiently discovered solutions and built a professional relationship with the customer reassuring, quality, and customer loyalty
  • Constantly reviewed all metrics with team, focused on our weakest areas to make us a stronger store in our district
Sierra Pacific Industries End-Work Operator/Fill in Shift Supervisor | 11400 Reading Rd, Red Bluff CA 96080 | 2014 - 2017
  • Successfully managed production activities so all orders were shipped on time
  • Investigated and implement ideas for quality improvement, increased productivity and cost reduction
  • Maintained and communicated daily productivity and shipment reports for my departments
  • Planned, directed, coordinated and assigned manpower to meet aggressive production schedules
  • Raised expectation and minimum of our quality standard, to better assure installer satisfaction
  • Asserted professional leadership, and relationships, resulting in becoming a Department Supervisor in very little time, managing 50+laborers
O\'Reilly Auto Parts Retail Service Specialist/Supervisor | 510 S Main st. Red Bluff, CA 96080 | 2011 - 2014
  • Investigated and resolved customer inquiries and complaints in an empathetic manner
  • Adhered to all confidentiality requirements at all times
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Trained staff on operating procedures and company services
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Believed in, never saying no to customers,outsourced to find parts via,dealership, wrecking yards, and even competitors to assure customer loyalty and satisfaction
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Professional Summary
Experienced Realtor and Mortgage professional that is well versed in all aspects of the real estate transaction. Ability to manage the development and execution of contracts and loan documents. Proven record of providing superior service to both internal and external clients.Excellent communication skills combined with quick and accurate data entry to allow for immediate contribution to any organization. Ability to multi- task with ease with limited supervision. Along with strong computer and organizational skills to help stay efficient and ahead of work flow.
Work History
Licensed Loan Officer / Assistant, 03/2016 to 12/2016
Stearns Lending Gilbert, AZ
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Developed and maintained relationships with local real estate agents.
Loan Processor, 04/2015 to 02/2016
Guaranteed Rate Gilbert, AZ
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Reviewed and edited loan agreements to ensure accuracy.
  • Compiled the loan applicants\' credit histories, financial statements and other financial information.
Sr. Mortgage Loan Processor, 04/2013 to 07/2013
Peoples Mortgage Company Chandler, AZ
  • Processing both purchases and refinances for all DPA, FHA, VA and Conventional loan programs.
  • Can manage a pipeline in accordance with Close of Escrow dates generally within the 30 day mark.
  • Analyze asset documentation and calculating income.
Mortgage Specialist, 10/2012 to 03/2013
Green Tree Mortgage Tempe, AZ
  • Effectively manage 40 loans in my pipeline.
  • Work closely with all other Departments to oversee the funding of all assigned loans.
  • Processing all Harp Refinances for current Green Tree Customers.
Loan Processor, 12/2011 to 09/2012
Hunter Financial Group Lending Tempe, AZ
  • Processed all Conventional and FHA loan programs with basic knowledge of other loan programs.
  • Effectively manage 40 loans in my pipeline on a month-to-month basis with monthly funded units exceeding 20 Maintain quality assurance with all lending guidelines to ensure applications are complete prior to sending into Underwriting and meet all loan program criteria.
  • Analyzed asset documentation and calculated income.
  • Teller, 05/2010 to 12/2011
    BBVA Compass Bank Gilbert, AZ
    Helped branch maintain high Customer Service & Experience scores and achieved above average scores on a continuous basis.
  • Responsible for paying out, balancing and receiving transactions within assigned delegated authorities.
  • Exceeded personal goal of uncovering sales referral opportunities.
  • Education
    Fashion Merchandising: 2010
    Mesquite High / East Valley Institute of Technology - Gilbert, AZ