Manager Customer Service

MELISSA ANN WESTBROOK

**** ******** ***** ***********@*******.*** 919-***-****

Boulevard

Raleigh, NC 27616

LOAN REVIEW MANAGER

Experienced customer-focused service executive with a proven track record

of exceeding customer expectations. Proven skills designing and

implementing innovative solutions that maximize productivity and

profitability. Strategic business partner who successfully influences and

collaborates with internal departments, leadership teams, remote locations,

and vendors to realize positive resolution to customer issues.

CORE COMPETENCY AREAS

Executive Level Business Operational Efficiencies / Regulatory Performance

Operations Internal Functions Review / Trainer

Customer Service Solutions Software Implementation / Innovative / Out-of-box

Integration Thinking

Project Development / Vendor / Relationship Staff Development &

Planning Management Oversight

Developing / Executing Contract Negotiation Assertive / Independent /

Service Strategies Expert Business leader

Direct / Indirect Customer Analytical and Innovative Calculated Risk Taker

Interface Problem Solving Team Player / Team Leader

Loan Servicing Project SOP Development & Creation Interpersonal

Management Communication

Global Business Partner Customer Rapport Building

PROFESSIONAL PROFILE

Driver of aggressive service and development of policies and procedure

initiatives; consistent focus on providing the highest standards of

customer relationship excellence. A grounded, honest leader that is keenly

tuned to the organization's needs. Operates as a problem solver,

uncovering issues and partnering with teammates to find solutions that best

suit to customers and organization's needs.

Reputation as a creative, business building problem-solver in loan services

and has ability to bring proven results in sales and operations management

environments. Entrepreneurial experience includes new rapid turn-around,

management, and growth.

Deep industry knowledge and builder of relationships with the clients and

peers at all levels of the organization. Partner with sales department to

develop and implement strategy and result successful client solutions.

Decisive on courses of action that support the business requirements of

clients and their delivery needs. Develops relations with regional policy

leaders, societies, and key industry decision makers. Conducts business in

a non-managed capacity.

Regarded as an innovative problem-solver who successfully drives successful

loan processes through highly effective leadership and team focus. Sources

opportunities, building a contact base that leads to profitable accounts

and distribution channels. Innovator and creative business builder, whose

research/planning, and market analysis skills will drive aggressive

territorial sales and account growth.

Natural trainer, coach, and mentor who takes pride in maximizing team

potential, while recognizing superior talent for future leadership. Capable

of customizing marketing proposals, service implementation and management

strategies, as well as implementing projects, defining goals and satisfying

overall customer/end-user needs.

Proven Leader with the ability to work as a team or independently

Able to forecast, plan, analyze and improve personal and team performance.

Proficient Senior-Level Manager who structures and restructures department

based on operational needs. Consistently meets deadlines and operates

effectively in fast-paced environments.

EDUCATION

LICENSES / APPOINTMENTS

UNIVERSITY OF MISSOURI, Kansas City, MO NC Notary Public- expires 2014

NC Insurance Agent, Licensed Property /

Bachelor of Arts in English (1997) Liability

Creative Writing emphasis

MELISSA ANN WESTBROOK

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PROFESSIONAL EXPERIENCE

STOCK LOAN SERVICES INC. (formerly Stock Building Supply Inc.), Raleigh, NC

Centralized Loan Services Manager (2003 - Present)

. Created centralized loan servicing department in October 2003, while

growing staff to 12.

. Transitioned entire division to electronic methods of communication,

document storage, and loan funding.

. Developed and implemented processes to assist in the growth of total

committed loans from $488M to over $900M.

. Support and collaborate with the CEO, President and senior management to

develop strategies on existing clients and target markets to drive up

annual revenue. Collaborate with C-Level leadership on sales and internal

operations training and development.

. Communicate closely with human resources leadership and recruiting teams

to identify, select, and associated with top-tier talent in order to keep

the work force continuously populated at optimum levels. Champion

business visioning, direct all facets of business operations and

corporate operations along with corporate training to reach diverse

customer base.

. Broker key relationships with retailers, customers, and manufacturers to

ensure the highest standards of product quality and service.

. Develop and administer expert level skill set in national account

management, communication and negotiations. Maintain key accounts through

persistence, empowering others to assist, calling on decision makers

(CEO's, Presidents, VP's) and trade shows. Ensure that departments and

profit centers contribute to the overall profitability of the business on

a daily, weekly, monthly and annual basis.

. Set standards of leadership and performance, serving as an example to

management teams, accomplishing personal and business objectives,

carrying out all duties through effective planning, organization,

coordination and measurement of activities.

. Capitalize on networking opportunities, building bridges between

builders, vendors, and customers.

CENTRAL CAROLINA bank, Raleigh, NC

Financial Services Advisor III (2002-2003)

Branch Manager, Assistant Treasurer (2000-2002)

. Successfully implemented in-store marketing campaigns that increased

number of Demand Deposit Accounts by 61%.

. Selected to serve as 30+ client account manager for the Triangle

United Way Campaign, including presentation work and educational

material distribution across organization.

. Defined customer base to ensure growth and profitability while

consistently providing customers with the highest standards of service

through follow up and consultation. Met and exceed monthly sales goals

through effective sales techniques and customer relation skills.

. Utilized excellent presentation, interpersonal and persuasive

written/verbal communication skills through various in-person

consultations.

. Developed strong business relationships for foundational marketing

success with: Financial Advisors, small business and individuals in the

Triangle area.

NBC BANK, Raleigh, NC

Assistant Branch Manager / Financial Services Representative (1998-2000)

. Sales and Servicing Awards, First Quarter 2000 and Third Quarter 1999

. Utilized in-depth knowledge of in-house appraisals and loan application

programs to build sales and referrals from cold call service calls to

potential and existing customers. Responsible for comprehensive knowledge

of regulatory guidelines, corporate policies and procedures and legal

information on products and services. Solved account problems

immediately; took action to ensure outstanding customer service practices

meet high company and personal standards.

. Responsible for business development and effective operation of mortgage,

consumer lending and the development of customer trust with NBC's Bank

overall banking services.

Professional References Available Upon Request

Contact this candidate