Customer Service Management
Resume:
Susan Williams
Butler, NJ *7405
****************@*****.***
Summary
Dedicated performer with excellent administrative skills with the ability to resolve conflicts and solve issues quickly, effectively and decisively. Seeking an administrative position, where my experience, organizational skills, education, ability to work independently, and attention to detail will allow me to advance professionally.
Experience
American Financial Resources, Inc., Parsippany, New Jersey
Appraisal Desk Administrator May 2012 - June 2013
• Ordered desk reviews and IBTS certificates and uploaded them for underwriting to review.
• Uploaded completed appraisals daily from the two appraisal management companies.
• Answered emails from management, loan officers, processors, underwriters and customer care regarding status and notified the appraisal management companies of urgent requests.
• Submitted underwriting conditions to the appraisal management companies and followed up to ensure they were received in a timely fashion.
• Pulled reports from the appraisal management companies daily to see if orders were assigned, accepted and inspected by the appraisers.
• Processed orders with the borrower’s credit card information in waiting for approval.
• Ordered final inspections using the appraisal management website.
• Updated order status in datatrac daily.
Jackson Hewitt Tax Service Inc., Riverdale, NJ
Receptionist/Customer Service February 2012 - April 2012
• Provided superior customer service for clients.
• Monitored office customer flow and alerted supervisor of any extended waits. Answered telephone calls promptly and courteously.
• Turned callers into customers. Scheduled appointments with customers and advised supervisor if additional preparers are needed.
• Contacted customers when their tax return or check was available. Resolved customer complaints and escalated when appropriate.
• Provided administrative support for the office including scanning, filing and mailing documents.
Newark Housing Authority, Newark, NJ
Housing Specialist January 2009 - December 2011
• Scheduled recertification with participant and interviewed applicant.
• Documented family citizenship status, income, age, identity, assets and other information as required.
• Collected recertification information, including income and household changes.
• Obtained current, third party verification in accordance with program requirements and procedures.
• Calculated income allowances, assets.
• Followed HUD guidelines for Section 8 Housing.
Churchill Corporate Services, Hawthorne, New Jersey
Move In Coordinator June 2008 - October 2008
• Verified with clients that they received move in instructions forwarded to them.
• Followed up with clients to make sure they were able to gain access to their apartment.
• Assisted the clients with any questions or concerns they may have with their move in.
• Directed the clients to the appropriate parties for any assistance they needed.
• Forwarded surveys to our clients to ensure excellent customer service.
• Sent thank you notes to the client for completing the survey.
• Notified clients of the move out date and time and what procedures to follow.
Irwin Capital Franchise Corporation, Montvale, New Jersey
Post Closer/Compliance November 2006 - February 2008
• Ensured compliance of loan documentation.
• Responsible for bank sales to other clients.
• Resolved open issues with closers.
• Managed file room to ensure efficient access to loan documentation.
• Reviewed Suspicious Activity Reports and resolved issues quickly.
• Shipped inactive files to storage.
• Filed, renewed and assigned UCC filings for all types of leases and loans.
• Audited SBA and Professional Practice Acquisition deals.
Education
Auburn Community College KNA Cayuga County Community College, NY
Associate Degree
Business Skills
Experience in the Office Procedures, Business Analysis, Status Reporting, Team Leadership Mortgage Processing, Process Management, Cross Business Communications, and Client Relationship Management. Excellent organizational, interpersonal, communication, problem-solving, and time management skills. Strong working knowledge of Microsoft Outlook, Word, Excel, Encompass, Datatrac, and Salesforce.
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