Customer Service Quality Assurance
Resume:
Tonie Lowery
**** ****** ***** ******* * Apt **** Irving, TX 75063
************@*****.*** or *********@*****.***
PROFESSIONAL SUMMARY
LENDING PROFESSIONAL WITH OVER 5 YEARS EXPERIENCE IN RESIDENTIAL MORTGAGE
UNDERWRITING. DEMONSTRATED RECORD PRODUCING HIGH VOLUMES OF WORK IN A FAST
PACED, DEADLINE DRIVEN ENVIRONMENT WITH ATTENTION TO DETAIL AND QUALITY.
PROVEN ABILITY TO REVIEW AND ANALYZE INFORMATION TO MAKE SOUND BUSINESS
DECISIONS. TEAM PLAYER WITH STRONG INTERPERSONAL COMMUNICATIONS AND
MARKETING SKILLS. PROFESSIONAL DEDICATED EMPLOYEE, WHICH EXHIBITS HIGH
INTEGRITY, AND STRONG WORK ETHICS.
skills
PROFICIENT WITH MICROSOFT WORD, EXCEL, OUTLOOK, FILEMAKER PRO, LOTUS NOTES,
EQUITY LENDING, DATA ENTRY. EXCELLENT WRITTEN AND VERBAL COMMUNICATION
SKILLS. EXCELLENT CUSTOMER SERVICE SKILLS, DATA VERIFICATION, AND
ANALYTICAL SKILLS. ABLE TO PERFORM INDIVIDUALLY AS WELL AS PART OF A TEAM.
professional experience
JP MORGAN CHASE FEB 2005 -
MAR 2011
SR MORTGAGE UNDERWRITER
. Provide staff training to new employees and audit the work for
accuracy.
. Research and analyze credit risks/history on complex accounts in order
to approve or disapprove extension of credit
. Achieved Lending Authority up to $2 million.
. Maintained an error rate of less than 2% for credit quality reviews.
. Developed relationships with Account Executives by providing guidance
in structuring of mortgage transactions.
. Interfaced directly with both Mortgage Brokers and Account Executives
to maintain solid customer service.
. Maintained all required training to ensure up to date knowledge of
regulatory requirements.
. Underwrite conventional and portfolio loans for multiple states.
. Perform Loan Quality Audits on underwriting staff to ensure loan
accuracy on all files.
. Maintained high quality levels of compliance while exceeding daily set
production goals.
Loan Coordinator/Validator
. Ability to understand/interpret complex financials from multiple and
or interconnected entities.
. Accurately documenting file, and reviewing final conditions for
compliance.
. Analyze risk factors along with the presence of compensating factors
that mitigate risk to the bank for first mortgages and equity.
. Assess income to ratio obligation, loan to value ratios and its impact
on loan performance over long tenures.
. Conduct income analysis of salaried and self-employed borrowers.
. Knowledge of Fannie Mae/DU/DO/LP guidelines.
. Regularly exercising discretion and independent judgment in addressing
critical business-matters that has a significant financial impact.
. Responsible for credit analysis for newly originated 1-4 family
residential loans.
. Reviewing and analyzing special conditions, loan deficiencies and
exception-requests to determine appropriate courses-of-action.
. Reviewing, evaluating and synthesizing data to ascertain loan
viability and identify risk issues and potential fraud.
Loan Coordinator/Pricing Specialist
. Determine document or data deficiencies; maintain
knowledge/performance of audit review.
. Maintain production according to established standards, providing
excellent customer service.
. Process rate locks and change requests, process the conversion of pre-
approvals to full submissions, and add or waive stipulations as
necessary.
. Responsible for clearing the Pricing Variance Report.
Loan Coordinator/Data Entry Clerk
. Forwarding loans run through the automated underwriting system to the
appropriate Underwriter or Sr. Loan Coordinator.
. Ordering collateral value reports, flood certificates, and utilizing
industry specific mortgage software to track and maintain mortgage
applications.
. Prepare and send out pertinent regulatory compliance disclosure
materials and perform required research of documents.
. Receiving and distributing incoming electronic applications and hard
copy loan documentation.
. Retrieved and reviewed loan documentation from the loan origination
system.
SNELLING TEMPORARIES (SWISHER INTERNATIONAL) Jul
2005 - Oct 2005
Laboratory Assistant
. Assure specimen labeling requirements are met for specimens' submitted
and clinical information available as needed.
. Collect and analyzes data using statistical methodology.
. Cover-slip stained sections, verify that the staining shows adequate
cellular distinction, label, and distribute to the pathologist
responsible for reviewing the case.
. Operate, monitor and maintain basic laboratory equipment needs
according to established policies and procedures.
. Perform all routine and special procedures with the understanding of
techniques, principles, theory and instrumentation.
. Validate test results through correlation with test parameters.
BHS DATA MANAGEMENT (KCS RAILROAD) Jul
2003 - Dec 2004
Data Coordinator
. Ability to plan, organize and prioritize tasks, and excellent
analytical skills.
. Answer phones; appropriately screen calls and direct traffic to staff
members.
. Assist in the development and implementation of new and revised
policies and procedures.
. Create Excel spreadsheets and type correspondence.
. Designed and implemented a training module on project layout
information for company specific software.
. Invoice reconciliation, editing orders, sending and receiving data.
. Input of the Signal Engineering Departments payroll data.
. Maintain data files and document all production activities.
. Prepare shipping documents and billing information for freight revenue
collection.
. Promote the development of positive social skills through modeling
appropriate behaviors and intervening when inappropriate behaviors are
observed.
. Provide staff training, evaluate staff performance and recommend
department and personnel changes to the manager, administration and
support services.
. Receive inbound calls for verification of invoices and processing
related paperwork.
CENTURYTEL Jan 2002 -
Apr 2003
Customer Care Representative
. Communicate with the customers to help them understand proper use of
product, hardware, or software.
. Handle customer problems related to product function or the
replacement of defective parts.
. Handle disgruntled and dissatisfied customers in a courteous and
professional manner.
. Provide pricing and delivery information, process orders, receive
payments and prepare cash reports.
. Respond to customer inquiries regarding service, billing, equipment,
features, activations, and/or changes to account information taken via
telephone, mailings, fax, or e-mail.
. Utilize computer/on-line guidelines in responding to customer
inquiries.
. Research and resolve customers' disputes and problems within
established guidelines.
. Up-selling and / or renewals as required by client.
PRECISION RESPONSE CORPORATION (AT&T) Oct
2000 - Jan 2002
Customer Care Specialist/Team Lead
. Assist external customers with resolving escalated billing issues.
. Answering inbound calls.
. Effectively and efficiently resolve constitutes request for
information and services utilizing company programs, company
volunteers, and community resources.
. Generate revenue through promotion of products and services, and sales
to existing accounts.
. Helping with quality assurance efforts.
. Monitoring phone calls and agent breaks.
. Perform quality assurance assessments as directed to ensure accurate
input of data into internal data base and other databases.
. Provide account maintenance for internal and external customers.
. Work closely with the Team Manager to oversee and coordinate all
activities pertaining to internal and external calls.
SOUTHERN UNIVERSITY Jan 1999 -
May 2001
Student Guidance Counselor for the Athletic Department
. Gain hands-on practical experience that allows for academic growth
with each youth's needs and to identify appropriate future services.
. Provide counseling to incoming students in the areas of social skills,
job or school preparedness, and family connections, surviving peer
pressure and community preparedness.
. Serve as a positive resource for peers and students.
Student Lab Assistant
. Perform a variety of complex sample preparation.
. Perform routine preventative maintenance and troubleshooting on
assigned instruments and equipment according to established schedule
and procedure.
. Record on instrument logs any repairs, replacement, and maintenance
needed of equipment.
. Set up the laboratory for class experiments in the Biology and
Chemistry Departments
education
SOUTHERN UNIVERSITY
Associate of Science, Biology
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