Customer Service Manager

Florian Visan

The Colony, TX C: 813-***-**** ***********@*****.***

Proven Track Record in detail oriented, fast paced, ever changing workplaces.

Competent, accomplished, and solutions oriented professional with years of experience and demonstrated

success in teamwork, problem solving, and detailed oriented work. Dedicated professional with a well earned

reputation for delivering fast and accurate results on time and according to specifications with the proven

expertise and strong ability to increase team productivity. Core Competencies:

Strong Problem Solving Abilities Strategic Planning and Tactical Execution

Diagnosis and Troubleshooting Well versed in non confirming purchases

Multi tasking and Time Management

Ability to learn and master new skills in a

short amount of time.

Software: Microsoft Windows, Apple IOS, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook),

MSP, CLOSR, CFM, Default Workflow, LPS

A.A. General Studies

Collin College, Expected August 2014

3.2 GPA

BANK OF AMERICA, Plano, TX

BANK OF AMERICA, Plano, TX

Sr. Loan Closer/Funder October 2012 – Current

Liaison between the firm and title/escrow companies. Prepared and reviewed all closing documents for a

refinance and/or purchase of a home mortgage loan for escrow and non escrow states; ensured data integrity

and compliance of funding conditions in addition to balancing all fees for wire requests.

• Less than 5% error rate average for the past 6 months. Recognized as a top producer and team

SME for Plano closing site with a monthly funding average of $20MM

• Created and implemented closing checklist for new hire and existing staff to streamline the

closing process. Through the use of the checklist staff has been able to reduce errors and increase

productivity.

JPMORGAN CHASE, Tampa, FL

Sr. Loan Closer March 2012 – October 2012

Prepared final documentation and mortgage closing refinance packages for FNMA loans in adherence firm

policies and procedures.

Florian Visan, Page 2

The Colony, TX C: 813-***-**** ***********@*****.***

• Developed internal checklists to help Sr. Closers adapt to the new processes more quickly. The

checklists increased efficiency and consistency, and reduced errors within the Tampa business

center by 12%.

• Completed in depth SME training and assisted with the resolution of high profile issues and

loans assigned from the site manager.

•

• Customer Assistance Specialist/Processor June 2011 –

March 2012

• Managed queue of approximately 150 loans. Progressed loans through the modification process

by utilizing superior customer service skills, partnering with various lines of business to ensure timely

review of modification requests and detailed account analysis.

• SME (Subject Matter Expert) regarding any policy and/or system questions. Maintained and

distributed weekly status reports, action items, aged inventory reporting and completed quality

reviews and side by sides. Analyzed data and provided trending to direct manager and AVP.

• Championed the OCC Validation project, which helped reduce inefficiencies and data

mismatch between MSP and Default Workflow.

• Received C.A.S.T. award for exceeding departmental goals and demonstrating exceptional

compassion, accountability, service and teamwork.

•

Relationship Manager

• June 2010 – July

2011

• Reviewed applications, credit reports, income documents and appraisals for accuracy and

completeness according to Fannie Mae rules and regulations.

• Monitored active loss mitigation/foreclosure accounts to ensure timely payment and completion

of workouts by maintaining active relationship with clients. Consistently met and surpassed

departmental goals for referrals and closed modifications.

• Worked directly with Florida Mediation attorneys through ClariFire. ClariFire allowed employees

to communicate directly with the attorneys. This method saved the customer time and established

working relationships with outside vendors.

• Participated and piloted the industry wide OCC SPOC project. Partnered closely with the project

management team, AVPs, supervisors and various lines of business to identify and resolve gaps,

complete root cause analysis and provide necessary command center support for implementation.

Florian Visan, Page 3

The Colony, TX C: 813-***-**** ***********@*****.***

EZ MONEY PAWN SHOP, St. Petersburg, FL

• April 2005 – June

2010

• Responsible for the safekeeping of money received for cash drawer and the prompt accounting or

transfer of funds to safeguard against loss, and to establish and maintain cash drawer limits

according to policy.

• Top performing employee, increased monthly sales by 13%. Praised for outstanding ability to

motivate staff and reduce theft.

•

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