Customer Service Sales

Lee Ann Shumway

**** ****** ***** **** *** Moines, IA 50266

515-***-**** *********@***.***

Areas of Expertise

* Recognized for Outstanding Performance/Customer Relations Excellence and my

multitasking/detail orientation abilities (see attached letter and Rave)

* Adaptable to change; readily anticipate, prepare for it, and use teamwork to accomplish objectives

* Able to communicate and collaborate well with others; with an emphasis on negotiation

* Strong interpersonal skills; successfully disarm/diffuse difficult clients, promote positive interactions

* Excellent Conflict Resolution/Mediation capabilities: identifying problems/offering solutions

* Years of travel planning experience with intricate scheduling issues

Professional Experience

Wells Fargo Real Estate Tax Services

Loan Servicing Specialist II - Research Division 2010 –Present

* Work with attorneys, homeowners, taxing authorities to resolve tax related inquiries and issues;

responding with an appropriate sense of urgency on delicate issues

* Able to successfully negotiate payment plans with the taxing authorities; established

positive relationships and close rapport with them; promoting Wells Fargo’s reputation

* Research, pay, and procure real estate tax information, disbursing escrow funds for timely payment

of tax bills, again with urgency to ensure there is not a possibility of a tax sale for our homeowner

* Resolve tax issues to recover funds owed to the Tax Department

* Exhibit accurate attention to detail, enabling the resolution of complicated taxing issues

a) Identified tax related trends/issues that would be detrimental to our homeowners,

communicated them to management, enabling the correction of hundreds of loans, minimizing

penalties paid by Wells Fargo

* Cross utilized into other departments averaging over 100% productivity

Skywest Airlines Cross Utilized Agent 2010

* Ticketing/Gate/Customer Service: greet passengers, issue tickets and rebook

* Handle fast paced environment with anxious/distraught passengers

* Baggage claims: handle passengers dealing with lost baggage.

* Multiple equipment responsibilities on Ramp: marshal aircraft, assess any aircraft damage

* Address high level security/safety issues: hazmat, terrorists, and people with

special needs/disabilities

* Occasional Supervisor; oversee staff performance, mediation/client disputes,

with additional monetary accountability for the station

Administrative Assistant for Principal Financial Group/Spouse Office 1996-2000

* Maintain written and digital client confidential records in compliance with company guidelines

* Answer phones, type, file

Sales for Next Day Motor Freight, Kansas City, MO 1986-1988

* #1 sales person company wide based on monthly sales quotas achieved

* Sales calls with Manufacturers/Distributors/Retailers successfully demonstrating how our

transportation services could improve/benefit their business and their clients

* Maintained client base of over 500+ to assure satisfaction and continued business

Lee Ann Shumway

Flight Attendant/Charter Sales for Air 1 Airlines, St Louis, MO 1984-1985

* All first class airline targeting the business market; excellent customer service was essential

* Voluntary sales for our charter services, promoted our airline and established clients: Dallas

Cowboys, Dr Pepper Corp, Secretary of Agriculture, foreign dignitaries and top political figures

* Address Safety issues; prepared an entire plane full of passengers for a crash landing

CEO Domestic Operations/Home 1989-Present

* Budgeting, billing, record keeping, home maintenance issues

* Prepare husbands extensive business taxes/employee 1099’s

* Scheduling, transportation, planning/execution of all social events

* Resolve conflicts and personal assistant to family

* High level multitasking abilities

Data Entry for Meredith Corp/CDS 1995-1996

* Enter records into database on a time sensitive basis

Digital Video/Photo Editing/Freelance 2004-2008

* Scan/digitally correct photos and format along with video into a DVD creating a musical compilation

* In depth computer knowledge video/photo editing software

Education

Scholarship to Universitat Hamburg, Germany

* Studied the German language and culture/visited multiple countries

* Experience with people from many ethnicities

* Understanding of cultural differences

BA German, Psychology Minor

Southern Illinois University, Carbondale, IL

Universitat Hamburg, Germany

Volunteer

* Region Fun Club Committee Wells Fargo 2011

* Habitat for Humanity 2009

* Team Mom; handle all aspects of group travel/hotels/food/social event planning for various sports

* Landscaping at St Francis Church 10 yrs.

* St Francis Choir 8 yrs

* Advocate for the Gifted & Talented Children of Iowa & their programs

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