Customer Service Real Estate

Miranda A. Burgess

**** * ****** *-** Unit ***

Lancaster, CA 93536

H: 661-***-****

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

Summary

Seeking a challenging fast paced position to utilize my knowledge and

experience. Strengths include: strong leadership skills, honest, detailed

oriented, excellent verbal and written communication skills, research,

analysis and multitasking.

Work Experience

Simulations Plus 09/2009-

Present

Sales & Marketing Assistant

- Day to day management of prospects and customers in company's

marketing database to bring about conversion, installation and reorder

sales. Communicating directly with prospects and customers and conveying

proprietary and nonproprietary information. Communicates verbally and in

writing. Serving as internal advocate for customer issues and needs,

ensuring timely feedback and problem resolution. Coordinating product

technical support for customers and prospects. Operating a personal

computer to communicate with clients, enter data, manage marketing

database, schedule meetings and appointments, print letters, tables,

reports and send electronic mail.

Countrywide Home Loans 10/2007-

02/2009

Customer Service Representative

- Receive, respond to and processes customer telephone inquiries on

real estate loans in a high volume call center. Identifies customer issues

and resolve. Offers timely solutions. Cross-refers products and services

including; insurance, refinances, Helocs, and new home purchases. Handles

75+ calls on average per day. Participates in telemarketing and outbound

dialing campaign as needed.

Countrywide Home Loans

Production Assistant- 04/2007-

10/2007

-Provided administrative support to Sales Manager as well as Office

Sales Manager. Process all loan applications. Coordianted meetings, and

travel arrangements. Maintained databases, created workflow charts and

organizational spreadsheets. Assisted in departement projects, screened

phone calls. Obtain financial, credit, and loan information from all

prospective customers. Maintain key relationships with Real Estate Agents,

Brokers, Underwriters, Loan Processors, Escrow and Title to ensure a smooth

loan transaction from start to finish. Plan and coordinate mixers and fund

raisers. Create and maintain ads in local Real Estate magazine.

Saxon Mortgage 11/2006-

03/2007

Customer Relation Specialist-

-Research all levels of mortgage issues. Receive faxes, emails,

letters and internal requests regarding borrower complaints, issues, etc.

Handle irate and legal issues, credit bureaus, payment processing, payoff,

Loss Mitigation, Foreclosure, Bankruptcy, Escrow, Insurance, Taxes, Special

Loans and Home Equity accounts. Responsible for following all state and

federal guidelines such as RESPA and FCRA.

Countrywide Home Loans

Payoff Specialist, Sr- 07/2006-

10/2006

-Receive and process all payoff exceptions including; Bankruptcy,

Foreclosure, Loss Drafts, Insurance and Tax Issues. Handle all branch

requests for Heloc demands, run queries and reports. Compile data for

management throughout various spreadsheets and statistical reports.

Administrative Assistant II- 06/2005-

06/2006

-Provided direct administrative support to 1st VP of Remittance

Processing. Provided general administrative and secretarial duties such as

typing, screening calls, handling incoming and outgoing correspondence.

Responsible for the compilation of reports, database management and

preparation of presentation materials. Liaison to internal and external

parties regarding such issues as: purchasing, staffing, facilities, travel,

scheduling of meetings, and booking conference rooms. Process all employee

tax forms including; I-9's and W-4's. Handle all incoming budget projects

and proposals. Dealt with all levels of management. Handled all payroll

issues and time cards. A/R and A/P Coordinates meetings, travel schedules

and makes related arrangements; maintains calendar and appointments.

Resolution Management Specialist- 03/2004-

05/2005

-Research complex customer inquiries/complaints, which are a result

of escalation from the Customer Service Team Leader Line. Speaking with

borrowers regarding the inquiries/complaints and providing resolution.

Support the Customer Service Team Leader staff with escalated questions.

Document account including follow-up and complete closing process. High

level of responsibility, frequent interaction with management, heavy

workload in a very fast paced, multitasking environment. High level of

autonomy and decision making authority. Works under limited to no

supervision. Train employees new to front line staff, On the Job Training

Coach. Compile statistical data on employees and give feedback to

supervisors. Perform various types of projects for management, including

call monitoring, lunch and break scheduling and phone queue.

Customer Service Representative- 10/2002-

02/2004

-Receive, respond to and processes customer telephone inquiries on

real estate loans in a high volume call center. Identifies customer issues

and resolve. Offers timely solutions. Cross-refers products and services

including; insurance, refinances, Helocs, and new home purchases. Handles

75+ calls on average per day. Participates in telemarketing and outbound

dialing campaign as needed.

Education

California Real Estate Salesperson License #01850371

11/26/2008-11/25/2012

Antelope Valley College-

2000-present

Working towards AA in Business Management

Lancaster High School- 1996-

2000

Diploma-General Education

Technical Skills

Proficient in Microsoft Office including; Word, Excel, Power Point, Access,

Outlook, Visio. Quickbooks, Eudora, ACT,Purchase-Net, Lotus Notes, AS/400,

SQL, Mortgage Serv. Typing 45-55 WPM. 10 key.

References

Furnished upon request

Contact this candidate