Customer Service Manager

Afraleila Guice

**** ******* ******* #***

Vallejo, CA 94591

Mobile 707-***-****

**********@*****.***

OBJECTIVE

To secure an upwardly mobile position with a variety of responsibilities in a professional environment whose staff can utilize my vast knowledge of the Mortgage Banking Industry. I am seeking an opportunity where my superb customer service skills and office administration will assist in maintaining a productive and successful team.

SUMMARY OF QUALIFICATIONS

• Ability to organize and prioritize workflow to meet crucial deadlines

• Excellent verbal and written communication skill

• Discretionary decision making ability

• Detail oriented, independent worker

• Resourceful and committed

• Exceptional interpersonal relations

• Keen eye for compliance matters

• Punctual and dependable, always willing to go the extra mile

• Quality, trustworthy team member

PROFESSIONAL EXPERIENCE

06/2012-08/2013 Computershare, College Station, TX

Customer Service Representative

• Manage employee stock purchase and options programs

• Initiate share sales while providing detailed explanations of the standard SEC settlement periods

• Accurately direct trade proceeds to banking institutions (Foreign and Domestic)

• Provided accurate and current information to shareholders by utilizing company’s knowledge based systems

• Courteously and professionally handled calls to clients satisfaction

• Successfully read and interpreted data from database systems before conveying information to stockholders

12/2009- 12/2011 Texas Department of Criminal Justice, Huntsville, TX

Correction Officer III

• Maintain custody and control of approximately 104 offender housed at the unit of assignment to ensure public safety

• Conduct random pat-searches of offenders during mass movements

• Monitor all radio traffic produced by ranking officials to ensure proper direction is provided to offenders

• Daily inspection of living quarters for contraband of any nature

• Counsel offenders as needed

• Screen offenders for medical as well as educational needs on a daily basis

• Provide accurate counting as well as offender movement tracking on an hourly basis

• Consistent unit monitoring for any potential security breaches

08/2006- 09/2007 All American Mortgage, Santa Rosa, CA

Sr. Loan Funder/ Closing Manager

• Confirm that all prior to funding conditions pertaining to the loan are met to company/investor satisfaction

• Confirming receipt of outstanding conditions

• Balance funding figure breakdowns prior to disbursement of funds

• Provide daily status reports to all interested parties (including but not limited to Branch Manager, Loan Officer, Processor and Warehouse bank)

• Review executed loan packages for completeness and accuracy

• Ensure all compliance regulations are met

• Prep, draw and fund loan documents

• Review final Hud-1 for any and all discrepancies

• Provide excellent customer service for the entire company’s funding and doc needs

• Give back-up support to the lock desk and shipping departments

11/2005- 08/2006 Bridger Commercial Funding, Mill Valley, CA

Loan Administrative Associate

• Provide excellent Customer Service to client banks by quickly and accurately processing and closing loan transactions, facilitating well-documented loans for Securitization

• Timely and accurate entry of data into proprietary database

• Strong project management skills: Attention to detail; ability to stay focused and complete projects within deadlines in fast paced environment

• successfully & quickly resolve problems

• Engage third party entities; Attorney, appraiser, surveyor, environmental review agency

• Review and check-in the incoming loan documents

• Demonstrated project management skills: attention to detail; ability to stay focused and complete projects within deadlines in fast paced environment

• Coordinate correction of post closing document deficiencies

• Excellent verbal and written communication skills

01/2000- 09/2005 Residential Mortgage Capital, San Rafael, CA

Senior Loan Funder

• Performs all assigned closing duties including reviewing loan documents for proper completion of the pre-closing process, preliminary reports and Investor readiness

• Complete discretionary Employment Verifications, last minute with minimal delays

• Met and exceeded company goals

• Mass month-end wires with zero errors

• Generate multi-million dollar wires without complication

• Perform all closing tasks required to maintain lock commitments within investor specified timelines

• Coordinate daily funding roaster for 10 person team

• Assign and prioritize volatile purchase transactions

• Strong analytical and organizational skills

Education

San Rafael High School, San Rafael, CA 1987 – 1991

References available upon request

Contact this candidate