Customer Service Quality Assurance

Qianna Shepard

**** ********** **,

Riverside, CA 92508

Cell: 951-***-****

Objective

To obtain valuable experience in an stable and growing customer service environment where I can

showcase my abilities and vast experience of providing the total Customer Service Experience to many

diverse customers

Summary of Qualifications

More than 10 years experience ranging from Customer Service Representative to Sr. Business

Development Manager and Jr. Underwriter working in various call centers and multi-function

offices.

Excellent phone skills; able to resolve conflict with minimal supervision. Solid record of meeting

organizational metrics in sales and quality assurance. Demonstrated abilities to multitask and

maintenance customer accounts with the customer on the line and value their time.

Strong organizational skills; Accuracy with numbers (10 key); Reliable and efficient; knowledgeable

LP and DU underwriting. Ability to multi-task and prioritize projects under aggressive timelines.

Team player with good management, coaching techniques, and communication skills necessary to

promote services or concepts.

Capable of rapid orientation and open to company-sponsored training in new areas which pose

good career potential.

Microsoft Word, Microsoft Works, Excel, Adobe, Outlook Express, Windows XP, Power Point,

Calyx Point

Experience:

Loan Processor / Business Development Manager

Home Service Specialist II

08/2009 - 02/2010 Bank of America/Select Staffing Diamond Bar, CA

Ordered prelims on TS2 and ordered credit report with Land Safe in Edge

Flood certificates ordered after loan changed to phase code 1

Tracked loans in Status Mart

Reviewed and Verified borrower income documents; resolved routine title issues child support

liens, as well undisclosed liens

Interpret & analyze credit reports, title reports, appraisal reports, income/asset & analysis

Processed Prime and Sub-Prime loans

Receive Distributor Administrator

Set Up Person

Jr. underwriting experience (ran Clues on all files except for Streamline refinances VA and

FHA loans)

Received FHA, VA and Conventional Loans in the system EDGE and Status Mart from all

retail branches assisted Mortgage Loan Officer

Assigned all files to processors and underwriting if need be

Disclosed fees in the system and verified that all screens in Edge was complete

Printed and mailed all disclosures for FHA, VA and Conventional loans

Loan Document Specialist 3

Deed Processor

04/2008 - 08/2009 Wells Fargo/Accountemps San Bernardino, CA

Completed deed task in computer data base, attach executed documents and upload - Aspen

Checked to make sure taxes are in data base and updated correctly if not would update-

Fidelity

Distributed the deed s to supervisor for signatures

Research & Q.A., Q.C.

Processed all deeds and prepared them for shipping, shipped all executed deeds via Fed ex

Trained new associates, assisted closers with portfolio, liaison between the confirmation

closer and the clients

Sr. Loan Processor

06/07 - 12/07Horizon Mortgage,Lancaster, CA

Evaluated the subject property and financial strength and credit worthiness of the borrowers

Examined, evaluated and recommended approval of customer applications for jumbo loans

and prepared loan packages up to (700,000) for review by investors

Served as advisor for the loan processing department

Processed residential loan applications from application to closing

Loan Processor/ Account Services Specialist

Finance Department

04/2005 - 11/2006 Advantage Homes Torrance, CA

Ordered Credit Report, Opened Escrow and Ordered appraisals

Reviewed appraisal, review title and escrow reports, quality control invoice, data entry,10 Key,

Typed weekly reports, communicate with upper management with weekly meetings review

and update accounts, accounts payable / accounts receivable verify income, 203 k

Signed for releases of building homes, Inventory Control

Financed 15 -20 files a month some were cash deals

Loan Processor

Broker Coordinator

06/2005 - 12/2005 USB Home Mortgage Long Beach, CA

Invoice data entry, 10 Key

Review borrowers' loan applications to insure completeness of data ;verified information listed

on applications and obtained additional documents required

Lock Loans

Accounts Payable / Accounts Receivable

Liaison between 3 A.E.s, Brokers, Underwriter, Funder and Lock Desk

Contact this candidate