Customer Service Sales

Donna L. Freeman

*** ********** *** 410-***-**** - Home

Severna Park, Maryland 21146 *****.********@*******.***

443-***-**** - Cell

SUMMARY OF QUALIFICATIONS

Marketing professional with extensive experience in customer service,

personnel management, home building, mortgage brokerage and banking.

Proven record of design and implementation of innovative promotions and

campaigns resulting in improved sales and customer satisfaction ratings.

. 15 years of marketing, sales, training and customer service

experience at increasing levels of responsibility.

. Extensive knowledge of marketing collateral, terminology, practices

and procedures.

Previous banking experience as Marketing and Business

Development Representative at Provident Bank, Corporate Marketing

Officer and Branch Officer at First National Bank/ M&T and Financial

Sales Consultant at the PNC De Novo Branch at Annapolis Towne Centre.

. Strong team building and project management skills. Relate well to

others at all levels. Works independently and excels in a team

environment. Hours flexible. Able to travel and work from home and

office.

. Computer proficiency in Microsoft Word, Excel, and PowerPoint in the

Windows XP environment as well as proficiency in company designed loan

information programs including ACT and LIS for Wells Fargo. Able to

quickly adapt to other computer applications.

. Effective and detail oriented marketer with superior analytical and

problem solving skills.

. Experienced in defining parameters, identifying resources and

implementing practical solutions under time-critical conditions.

WORK EXPERIENCE

Estate of G. Arabak,

Court Appointed Executrix, Walpole, MA

2007 - Present

PNC Bank

Financial Sales Consultant, Annapolis, MD

2009 - 2010

Wells Fargo Home Mortgage 2002 - 2007

Home Mortgage Consultant, Severna Park, MD 2007

Winchester Home Loans, (an affiliate of Wells Fargo Home Mortgage)

Marketing Manager /Marketing Liaison, Bethesda, MD

2002 - 2006

Creative and idea oriented marketer with a proven record of creating

proactive ways to communicate the loan process to customers and ensure a

successful closing and financing experience. Winchester Homes was the

recipient of the JD Power Award Winner for Customer Satisfaction and 2006

Builder of the Year - High Volume.

. Created a marketing plan and collateral addressing customer

questions and concerns while obtaining financing to achieve smooth,

low stress and seamless closings in excess of 95%.

. Designed and coordinated a direct mail campaign to provide

consistent, timed mailings and promotional gifts tailored to each

stage of the loan and homebuilding process.

. Experienced in conflict resolution Created proactive ways to turn

around a perceived negative situation into a positive one, ensuring

that customers would recommend lender.

. Created, implemented and managed the development, printing,

distribution, and inventory of marketing materials, including

brochures designed to promote the Builder Best Rate Lock Program and

Builder Closing Cost Contributions for using Winchester Home Loans

financing. Achieved lock rates consistently above 90%, insuring use

by customers of builder financing.

. Created and managed the company website as an interactive online

resource for loan applications and marketing. Worked closely with

agencies to design and update the website on an ongoing basis..

. Liaison between Wells Fargo internal departments, Winchester

communities, advertising agency, outside vendors and suppliers.

Negotiated rates and approved expenditures.

. Revised brochures to assure compliance with applicable laws and

mortgage requirements.

. Supported sales team of five Home Mortgage Consultants and

Branch Manager.

. Coordinated all promotional supplies.

Reporting

. Designed and managed spreadsheets and reports to provide updated,

accurate, and timely information on all loans. Integrated data from

multiple sources to produce reports for senior management in order to

provide a snapshot and analysis of business performance.

. Conduced targeted marketing research projects for use in decision-

making and strategy development. Compiled and analyzed data to

identify market trends, penetration, competition and customer

preferences.

. Analyzed loan pipeline by product, community and salesperson. Tracked

locked, outside and brokered loans for target marketing efforts.

. Granted full clearance and access to internal databases for

researching loans and marketing analysis.

Processing

. Experienced with loan requirements and builder processes from

application to closing.

. Submitted files, sent loan reconsideration requests, pulled credit,

contracted borrowers, processors and title companies, brokers,

accountants and attorneys.

Managerial

. Worked closely with Winchester Homes, Winchester Home Loans and Wells

Fargo management, Community Sales Managers and Home Mortgage

Consultants. Facilitated communication between internal departments,

outside vendors and contracted services.

. Planned and managed special events and programs for weekly sales

meetings to foster sales team morale and boost marketing efforts.

. Developed and managed the company's marketing budget. Reviewed and

processed all invoices.

Westat, Rockville, MD

NAEP Assessment Coordinator/Assessment Administrator 2001 - 2003

. Coordinated, administered and supervised all aspects of the NAEP

(National Assessment of Educational Progress) tests for over 20

schools in Anne Arundel County and the Eastern Shore.

. Conducted telephone and personal interviews with school officials to

pre-qualify and schedule testing sites.

. Trained, supervised and evaluated staff of test administrators.

Supervised assessments and testing methods. Approved payroll and

expenses.

. Assured validity and statistical integrity of sample selections using

complex marketing sample selections, procedures, and research methods.

. Conducted follow-up telephone interviews with Principals to evaluate

testing impact on students and staff. Received excellent ratings on

test administration and personnel.

Computer Tots, Linthicum, MD

Teacher/Technology Instructor 1996 - 1999

. Managed and taught on-site computer program to upgrade technology in

area public and private schools. Planned and tracked all aspects of

the program including scheduling, billing, teaching, and evaluating

student progress. Doubled overall enrollment and revenue resulting in

increases greater than 100%.

PRIOR EXPERIENCE

First National Bank of Maryland / M&T Bank, Baltimore, MD

Branch Manager- Annapolis, MD

. Branch Manager for Annapolis, MD offices on West Street and the

Festival at Riva. Called on commercial as well as retail clients.

Resolved customer service issues. Supervised and evaluated Customer

Service Representatives and Teller staff.

First National Bank of Maryland / M&T Bank, Baltimore, MD

Corporate Marketing Officer/Strategic Marketing Project Coordinator-

Baltimore, MD

. Directed and supervised Corporate Marketing research. Established

the prospecting function for all bank commercial and retail regions

and divisions.

. Developed and managed projects from design through analysis and

implementation.

. Profiled markets and produced Marketplace Definition Manual.

Designed comprehensive Middle Market and Top Ten Prospects campaigns

to identify and target new business opportunities.

. Identified and distributed leads for commercial calling effort.

Managed and tracked marketing and sales activities. Prepared

presentations and reported results at weekly executive level meetings.

. Evaluated and interpreted market share data obtained thorough

contracted research studies including Greenwich Research Associates

and The Conference Board. Formulated and presented strategy

recommendations to senior management.

. Coordinated direct mail campaigns. Provided recommendations for

seminars, trade show displays, brochures and advertising.

Participated in ad agency shoots for bank-wide print copy and

television commercials.

. Supervised internship program for area colleges.

Provident Bank, Baltimore, MD

Business Development/Marketing Representative

. Responsible for personal and telephone contacts with retail as well

as commercial clients to solicit, retain and expand banking business

in order to increase market share.

. Coordinated all marketing activities for ten branches in the

Baltimore area.

. Planned branch openings, promotions and advertising. Took part in

filming of off-site commercials.

. Researched new product lines. Conducted product and sales training

sessions for branch managers and customer service representatives.

. Identified profitable markets and evaluated sites for new offices as

well as offices to be closed.

. Managed a successful bank-wide incentive program aimed at increasing

cross selling of services.

. Represented the company at professional as well as civic functions to

enhance image and develop additional business.

EDUCATION

Bachelor of Business Administration - Marketing

University of Massachusetts, Amherst, MA

PROFESSIONAL TRAINING

Wells Fargo Home Mortgage - Sales Essentials I & II, ACT

Xerox Learning Systems - Personal Selling Skills, Account Development

Strategies

Maryland National Bank - Corporate Sales Training for Correspondent Banks

MEMBERSHIPS

Annapolis and Anne Arundel County Chamber of Commerce

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