Customer Service Human Resources

Catherine M. Udell

**** *** ******** **. #**** Elkridge, MD 21075

Cellular: 804-***-**** **************@*******.***

Career Objective

To secure a position in Human Resources that will benefit from my

exceptional customer service, ability to problem-solve, excellent

communication and organization skills while I pursue a master's degree in

Human Resource Management. I am looking for an environment that is

diverse, technologically advanced, and uses a proactive approach to

customer satisfaction.

Professional Background

Phi Sigma Sigma Fraternity Inc.

Elkridge, MD

August 2006-

Present

Membership Manager

. Mentor, train and oversee collegiate members in 40 chapters across the

country.

. Provide excellent customer service to volunteers at all levels of the

organization.

. Travel to chapters to assist with recruitment design and development

as well as train officers on chapter operations and officer duties.

. Instrumental in the development and implementation of an online

standards and accreditation program.

. Increase membership 30% since 2006 through my leadership, recruitment

training and guidance.

. Plan and execute leadership conferences and conventions for 300+

attendees and while ensuring budget is maintained.

. Develop and facilitate officer training at leadership conferences.

. Work with Awards and Standards committee to obtain sponsorships for

awards, to make decisions on awards won and presentation of awards at

convention.

. Plan, execute and budget for initiation and installation banquets for

new chapters.

. Develop relationship with Greek advisor and other University personnel

where chapters are located.

. Attend Association of Fraternity Advisors conference for educational

workshops, to develop relationships with other fraternity and sorority

headquarters staff as well as form relationships with Greek advisors

from across the country.

CTX Mortgage

Richmond, VA

Feb. 2005-August

2006

Mortgage Processor/Underwriter

. Prepared, assembled, and coordinated documentation for all aspects of

mortgage processing from origination through closing.

. Processed VHDA, FHA, VA and conventional loans.

. Underwrote DU/LP, CDU, VA, & FHA loans.

. Analyzed and reviewed all documents in loan packages for accuracy,

completion, and compliance to underwriting guidelines.

. Engaged in problem solving for loan issues with external customers as

well as for loan officers and underwriters.

LandAmerica Financial Group

Richmond, VA

June 2003 - Feb.

2005

Mortgage Processor

. Founding member of LandAmerica Mortgage Processing division.

. Tested software built specifically for LandAmerica for errors and gave

recommendations for changes.

. Assisted in the design and development of new hire and proprietary

software training manuals.

. Maintained world-class customer service with Loan officers, Borrowers,

Lenders, and other real estate providers.

. Prepared, assembled, and coordinated documentation for all aspects of

mortgage processing from origination through closing.

. Analyzed and review all documents in the loan package for accuracy,

completion, and compliance to underwriting guidelines.

SunCom - AT&T - (Triton PCS)

Richmond, VA

August 2000 - June

2003

Account Supervisor

. Founding member of Account Services (Retention) team

. Received inbound calls from customers requesting to close their

accounts

. Maintained the lowest lost save ratio of 11% for 3 years

. Increased saves from 100 in 2000 to 230 in 2003, which helped to keep

company churn below 2% for 14 quarters

America One Communications (Subsidiary of Capital One)

Richmond, VA

January 1998 -

August 2000

Customer Services Representative

. Provided exceptional customer service

. Mentored and trained new associates on job responsibilities

. Facilitated in the grand opening training of associates for the Tampa,

FL location

. Supervised associates in the absence of management, on daily roles and

responsibilities

Education

M.S., Management-Human Resources August 2010-

Present

University of Maryland University College, Adelphi, MD

B.S., Mass Communications Broadcasting ~ Minor - History

Virginia Commonwealth University, Richmond, VA

Member of Phi Sigma Sigma Fraternity, Inc.

. Executive Board - President, Vice President, Member at Large, and

Membership Orientation Chair.

. Award for Greek Senior Woman of the Year - 1997

Member of Executive Board for Greek Council - Treasurer

New Student Orientation Guide

Additional Information

Member of the Society for Human Resource Management

Member of the UMUC Chapter of the Society for Human Resource Management

CTX Mortgage Top Gun Quality Award for Fiscal Year 2006.

Chapter Key Advisor for Phi Sigma Sigma chapter at VCU,

January 1999 - May 2006

. Awards:

. Alumnae Advisor of the Year for Phi Sigma Sigma International

Fraternity, Inc.

. Recognition for 4 years of service as a Chapter Advisor.

. VCU Greek Awards - Chapter Advisor of the Year, 2001, 2003 & 2005

Member of VCU Greek Advisory Board - 2000- 2002

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