Customer Service Manager

MARILYN E. PATTON

512-***-**** residence . 512-***-**** cellular . abg6yj@r.postjobfree.com

Administrative Support and Customer Service Professional

PROFILE

A highly seasoned and motivated individual with over 18 successful

years of experience in Office Administration, Customer Service Management,

Business Support Services, Problem Solving, Detail Organization, Research,

Analysis, Office Management and Client Relations

Office Administration . Staff Support Customer Service . Client

Relations

Windows . Word . Excel . Bookkeeping Order Entry/Confirmation

Database Management . Research and Reporting Problem Resolution

Scanning . Copying . Shredding . Binding . Data Entry Multi-line

Phones . 10-Key by touch

. Exceptional communication and interpersonal skills working with

clients on all levels

. High learning agility with a solid understanding of the 'big

picture'

. Keen ability to quickly adapt to new and challenging

responsibilities to become a team leader and contributor

. Perform well in hectic environments involving time-critical

deadlines, while meeting and/or surpassing goals

. Work well with a wide variety of individuals from various

cultural and socioeconomic backgrounds

EXPERIENCE

School of Quality Learning; Round Rock, Texas 2011

Instructor . Trainer, while economy recovers

Home Source Mortgage; Georgetown, Texas 2010

Administrative Assistant . Loan Coordinator

. Greeted clients in front office; provided staff support to

lending staff, pulling files, putting together client packets,

answering multi-line phones, taking messages and transferring calls to

appropriate person and/or department

. Performed accurate data entry at a very fast pace; entered

client information into computer using various software programs

. Consistently reduced overhead costs, improved workflow,

increased office efficiency and maximized efforts

. Maintained and updated files, records, logs, suspense

systems and a wide variety of automated systems

. Researched and compiled information for reports or

inquiries; received, sorted, opened, evaluated content, and distributed

confidential and time-sensitive correspondence

. Requested follow-up documentation and financial

information from borrowers and prepared files for processing

Guaranty Bank; Austin, Texas 2008-2010

Office Specialist . Loan Processor

. Performed general office duties, including filing, data

entry, supply purchasing, reproduction, faxing, scanning and processing

. Provided data entry at a 99.9% accuracy rate of loan

applications into computer system for 150 branches nationwide

. Fielded calls and provided first-level escalation,

resolving dilemmas; handled a wide-range of office obstacles and

challenging situations on a daily basis; tracked, printed and

disseminated information

. Returned calls/emails with issues resolution; maintained

relationships, securing trust and confidence with all involved

. Reviewed applications for completeness and communicated

with financial personnel obtaining missing information

Home Loan Corporation; Austin, Texas 2001-2007

Administrative Support Staff . Loan Processor

. Answered phones and responded to inquiries in a

professional and friendly manner

. Entered detailed information into Excel spreadsheets, and

composed various documents and correspondence in Word

. Examined A/P and submitted bills to the accounting

department

. Reviewed loan applications for accuracy and completeness,

verified financial and employment information, and prepared files

. Increased productivity through flexibility; improved

efficiency; designed and created new ways to effectively assist

customers

. Organized a high volume of files simultaneously;

coordinated closings and monitored deadlines; ordered credit reports,

land surveys, appraisals and titles; communicated with customers, loan

officers and title companies throughout the loan process

. Prepared monthly reports for Loan Officers, Managers and

the Vice President

. Utilized strong leadership skills to train and assist new

employees; ordered office supplies and monitored inventory

MARILYN E. PATTON

Page 2

Administrative Support and Customer Service Professional

South Pointe Bank; Carbondale, Illinois 2000-2001

Office Assistant . Loan Processor

. Diligently handled and resolved a variety of

administrative issues as well as served as liaison between staff

members; followed directives and made appropriate decisions

independently

. Interfaced with customers and assisted the supervisor in

scheduling closings

. Evaluated files for compliance with auditing regulations

and financial institution laws

. Calculated escrow amounts, and paid property taxes and

homeowners insurance

. Ordered office supplies; worked with vendors and suppliers

outlining costs, delivery dates and quantity discounts

Town and Country Rentals; Carbondale, Illinois 1994-2000

Office Manager . Property Manager

. Coordinated/managed the acquisition of various real estate

investments; oversaw daily operations of property management of 130

rentals

. Ensured optimum operational and financial performance,

including personnel/contractor recruitment, leasing, collections,

resident services/retention, maintenance, administration and

safety/legal compliance

. Approved/declined rental/lease applications; answered

calls regarding leasing of units and resident escalations; showed and

leased units

. Followed budgets and oversaw insurance, A/R, A/P, account

reconciliation, bank deposits, rent collection and posting

. Oversaw that paperwork associated with each unit was

completed, including deposit agreements, credit reports, reference

checks, rentals, move-in/out activity, inspections, make-readies as

well as documenting any rental violations

. Managed and oversaw upkeep of property, including

preventive maintenance, custodial, security, alterations as well as

rehabilitations

. Oversaw physical aspects of properties, ensuring

electrical, plumbing and HVAC systems were in top operational

condition; interviewed and hired contractors, including plumbers and

electricians

. Coordinated service requests; strived and improved

techniques along with bettering maintenance services and resident

relations

. Oversaw inspections of building exteriors, resident units,

parking areas and property perimeters

. Kept track of maintenance and repair calls, including who

called, what needed to be done, date, when completed, time it took to

repair and what costs, if any were incurred

EDUCATION: Carroll College, General Studies; Waukesah, Wisconsin

TECHNOLOGY: Windows, Word, Excel, Calyx Point and Internet (research/fact-

finding)

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