Customer Service Manager

D IANN E C U RTRI GHT

***** **** **. ****** ****** Lake CA, 760-***-****, ***************@*****.******************@yahoo.com

OBJECTIVE

Seeking a full-time challenging position utilizing my experience, knowledge and expertise to it’s fullest potential.

PROFESSIONAL EXPERIENCE

07/2011-Present Toys R Us Victorville CA

Human Resources Supervisor:

• Point of contact to team members at all levels.

• Strategic Business Partner to divisional executive leadership, consulting on all HR related matters.

• Investigation of complaints of discrimination/harassment, LOA related issues, career path discussions,

interpretation of polices, etc.

• Planning, department restructuring, team member engagement, and performance management.

• Developing/implementing new HR programs.

• Working as a liaison with other HR Centers of Excellence, managing the effective communication of

policy, procedure, and benefits; conducting orientation and training programs and implementing

creative solutions to the organizations.

• Include system administration, administration of merit and incentive process, collaboration with legal

department and senior management to address performance issues.

• Interview candidates for select positions.

10/2009-07/2011 Toys R Us Victorville CA

Pricing and Signing Team Member:

• Responsible for the pricing and signage of store merchandise through the use of equipment such as

RF, Management Work Station, Laser Printer, Sign Printing Facility and various types of paperwork

and reports.

• Responsible for the proper execution of pricing and signing initiatives.

• In charge of executing all price and sign initiatives in the store, including the Master Deal Sign List,

weekly promotional snapshot calendar compliance review, weekly price changes, at-once price

changes, clearance signing, apparel signing, ticket maintenance and other price and sign related

activities.

• Accountable for the integrity of pricing and signing in the store.

• Coordinate and execute all pricing and signing events.

• As needed assist guest on sales floor and cash register while delivering exceptional guest service.

10/2007-10/2009 Toys R Us Victorville CA

Sales Floor Team Member:

• Interacted heavily with guest on sales floor and cash register.

• Utilized company selling approaches to create an enriched guest experience.

• Assisted in maintaining a well stocked and neat appearance throughout the store.

• Acted quickly to address guest concerns and provide resolutions.

• Was assigned to work in multiple departments to help guests and the store team to achieve daily

results.

• Assisted customers with product selection.

• Ensured customers received a positive in-store experience and customer satisfaction.

• Maintaining a clean, safe shopping environment.

12/2005 – 10/2007 Real Consultants Whittier CA

Sr. Mortgage Loan Processor:

• Process all mortgage loans by using Calex Point automated system,

as well as Desktop Underwriter and Fannie Mae.

• Supervise all loans from submission to funding.

• Analyze all conditions and stipulations of loan in process.

• Open Title and Escrow and review preliminary title reports.

• Order Appraisal reports and review them for any issues.

• Prepare and Submit daily reports to Senior Management.

• Coordinate and conduct clientele meetings. .

• Package loan documents for Notary and supervise documentation signings.

• Close and confirm with escrow on all disbursements

• Communicate with Loan Officers at all times for status on file.

12/2003 – 12/2005 Countrywide Home Loans Rosemead CA

Assistant Branch Manager:

• Managed Loan Processors staff for a direct team.

• Compile daily reports regarding status of files and turn times.

• Analyze all conditions and stipulations. Reconstruct any loan if

if necessary to fund file.

• Work with various production departments in order to clear and sign

off on all conditions and stipulations. Reconstruct any loan if

necessary.

• Ensure all funding of files run as smooth as possible, to ensure closure.

12/1997 – 12/2003 Countrywide/Landsafe Credit Rosemead CA

Operations Manager/Landsafe Credit:

• Managed staff of 130 employees.

• Training all positions from Customer Service to Supervisors.

• Develop/Implement Operations Procedures.

• Work with the Quality Control Department to develop product guidelines and Landsafe Credit

guidelines.

• Create Frequently Asked Questions document for client knowledge.

• Develop Business Credit Reports.

• Develop procedures to cut overall operations costs.

• Create staff positions and job descriptions as needed throughout the companies growth.

EDUCATION

1976 – 1978 Cerritos College Cerritos CA

Business

ACCREDITATIONS

02/2000 Mortgage Bankers Associations Course.

2/1999 Mortgage Banking Associations Correspondence Course

10/1998 Managers Training Camp

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