Customer Service Real Estate

KIM JACOBSEN

**** ****** **** *****

Export, PA *5632

724-***-**** (cell)

**********@**********.***

OBJECTIVE

Goal-driven leader in problem-solving and organization, who uses

communication skills to understand customer needs, and management skills to

make sure those needs are exceeded.

KEY SKILLS

Process Improvement and Cost Savings

Exceeded customer expectations by setting up templates to efficiently draft

responses in rebuttal process.

Saved significant staff time and travel costs by setting up a database of

stock photos.

Increased operational efficiency while reducing staff costs by outsourcing

the creation of invoice and logging database systems, ultimately cutting

secretarial duties by over 75%.

Problem Solving

Kept communication lines open with staff to identify potential problems and

resolve them before they had a negative impact on delivery time and

customer service.

Turned in quality, on-time results by assessing customer needs one-on-one

to ensure efforts were on track and avoid problems.

Developed a sales manual and shared it with team members to more

efficiently close new business and upsell current customers.

Leadership

Served as subject matter expert in appraising, assisting in problem solving

to save time for supervisors.

Mentored and guided staff through problems in the appraisal process,

avoiding slow downs or work stoppages.

Sustained positive relationships with vendors to get best prices on

supplies and donations to community causes.

Developed and applied ability to read and understand team member's

temperaments and expectations through formal education in counseling and

problem-solving.

Served as Prize Committee Chairman for pre-1840s camping and history club.

Goal-Oriented Sales Leader

Achieved highest sales record for 4 consecutive years, earning profits for

the company and bonuses, including a Hawaii vacation, for me.

Applied entrepreneurial attitude and effort to prospect leads, grow

business and open jobs to others.

Increased income by adding wholesale items to price lists.

Strong Work Ethic

Prioritized the achievement of quality, delivery and production goals,

available for overtime when needed.

Built strong relationships with clients based on delivering consistently on

time, quality work.

Maintained sales quota above goals and error ratio the lowest on the team,

increasing income by sending more work out for billing and avoiding

overtime costs.

Residential Appraisal Subject Matter Expert

Developed and maintained thorough knowledge of and training in USPAP, FHA,

HUD, HVCC, FANNIE MAE and Lender Processing Services regulations.

Applied advanced understanding of appraiser liability to manage a

successful and compliant appraisal business.

Successfully dealt with subjective issues and resolved problems by applying

thorough knowledge and experience, serving as mentor and guide to team

members.

Kim Jacobsen

724-***-**** (cell)

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PROFESSIONAL HISTORY

Quality Assurance, Local Solutions/Lender Processing Services, Coraopolis,

PA, 02/2006-02/2010

Took responsibility for looking over Real Estate Appraisals that were

ordered from our clients to make sure that our appraisers complied with

USPAP, FHA, HVCC, FANNIE MAE and Lender Processing Services regulation.

Served as primary problem-solver on the Hotline that handled questions

about our appraisals from the underwriters at Chase Mortgage.

Handled review rebuttals that came from our client's appraisers, analyzing

the competing appraisal data and establishing which was the better report.

Appraiser/Owner-Operator, 7-Day Appraisal Service of Las Vegas, Inc.,

Henderson, NV, 06/1988-06/2005

Performed on-site appraisals of residential real estate, gathering

statistical and dimensional data and researching comparable properties to

establish fair market value.

Trained other appraisers to be accurate, problem-solvers and analytical.

Developed business by negotiating inclusion on different banks and mortgage

companies approved- appraisal lists.

Handled operational aspects such as accounts receivable and payable,

payroll, human resource development and intern training.

OTHER EXPERIENCE

Route Sales, Work Clothes Rental Services, Inc., Henderson, NV

Recognized as Salesperson of the Year for highest earnings for four

consecutive years.

Sold to new and current customers while serving an industrial route with

uniforms, wiping towels, floor mats, and rest room supplies.

Maintained expected delivery service for delivering clean supplies, picking

up dirties, collection of invoices, writing credits.

Retained and upsold customers by solving problems and helping customers use

products more effectively.

Dealer/Assistant Shift Supervisor, various Las Vegas casino locations (list

available upon request)

Worked as a craps and 21 dealer, using customer service skills and accuracy

in payout and collection to succeed.

Monitored other dealers for accuracy and customer service performance as

floorman.

Took responsibility as floorman for the accurate payout of substantial cash

payouts for slot machine wins.

Part-Time Real Estate Agent, Americana Group Realtors, Las Vegas, NV

Listed and sold real estate.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Biblical Counseling with Christian Research and Development, Bethany

Baptist Church, 12 credit certificate

Real Estate Appraising, National College of Appraisal

Creative, FHA, VA and Conventional Financing, Americana School of Real

Estate

Real Estate License, ERA School of Real Estate

Real Estate Continuing Education, 240+ hours, Americana School of Real

Estate and others

Computer Science coursework (18.5 credits), East Los Angeles College

Science/Math Diploma, South Gate High School, South Gate, CA

COMMUNITY LEADERSHIP

Earned Eagle Scout rank and God and Country Award, Boy Scouts of America

Awarded Scouters Key for Leadership as Cub Master and Assistant Cub Master

achievements.

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