Customer Service Manager

Viki N. Middleton

**** ****** **** ** 904-***-****

Charleston,SC 29414 ************@*****.***

CUSTOMER SERVICE SPECIALIST

Dynamic professional with outstanding exposure to customer service as a

loan document specialist, regional coordinator, and senior area manager.

Great customer service skills including: greeting and assisting clients,

handling phone systems, processing documents, reviewing paperwork, and

dealing with a variety of projects. A creative thinker, problem solver, and

decision maker with strong communication, mentoring, interpersonal

relationship skills, negotiation, and mediation skills. Successful track

record in dealing with a variety of people and issues. Well organized and

thrives under challenges while being driven equally by both quality and

efficiency. Seeking a position using my extensive knowledge working in

customer service settings.

Wells Fargo Home Mortgage

Gainesville, Fl

Loan Document Specialist III October 2012-May 2013

. Responsible for processing government and conforming loans

. Interpreted policies while analyzing applicant, property, and

documentation

. Ordered all required verifications, documentation and subsequent follow

up

. Handled confidential material in a professional and highly ethical

manner

. Maintained a professional relationship with clients, customers, co-

workers and Home Mortgage Consultant

. Performed tasks and duties with limited supervision

. Effectively prioritized multiple objectives to achieve goals.

. Updated and notated all pertinent information in system

. Performed time sensitive tasks related to the loan documentation

process

Wachovia / Wells Fargo 2001 - May 2012

Jacksonville, FL

Loan Document Specialist III 2007 - May 2012

Responsible for efficient office operations

Answered phones and transferred to appropriate staff member

Reviewed deeds and documents before forwarding to partners

Prepared documents and reports ensuring correctness

Managed the placing, processing, and reviewing of appraisal orders

Tracked delinquent report delays and followed up with abstractors and

partners

Implemented delivery of daily reports on progress of abstractors

Ensured quality control and correct data entry of title reports

Updated daily spreadsheet with projections and data

Regional Coordinator 2004 - 2007

. Responsible for training and counseling of customer service teams

. Achieved customer service goals at least 90% of the time

. Prepared monthly coaching sessions

. Initiated procedures for process improvements

. Managed vendor billing and research

. Reduced vendor cost vs. performance

. Negotiated settlements and resolutions of issues

. Resolved title issues with team members

Senior Area Manager 2001 - 2004

. Acted as liaison between Wachovia and vendors/abstractors

. Managed numerous Title Abstractors

. Assigned title work to abstractors

. Negotiated pricing for cost effectiveness

. Responsible for daily follow up of delinquent assignments

. Reviewed deeds and documents

. Ensured tax certification were complete and correct

. Recruited abstractors in new markets and remote areas

. Provided assistance to supervisor on special projects

EDUCATION

St. Andrews High School, Charleston, SC

H.S. Degree

PROFICIENCIES

MS Office, Outlook

MS Word, MS Excel

Office Equipment, Fax, Copiers, Multi-line Phone Systems

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