Customer Service Management
Resume:
Amy J Davis
*Operations Specialist*
Providing Exceptional Skills and Experience to Any Organization From Day
One
Top-performing, solutions-driven operations specialist with successful
experience leading a department to accelerated growth. Personally credited
with driving significant gains in production through dedication and
leadership. Decisive and results-oriented with outstanding organizational
and multi-tasking skills. An engaging, professional communicator with the
ability to put others at ease, quickly building relationships based on
mutual trust and benefit. Dedicated professional committed to meeting and
exceeding goals and objectives.
Professional strengths include:
Productivity and Team Development and Training Meeting and Exceeding
Process Improvements Building and Maintaining Goals and Objectives
Team Management Professional Relationships Customer Service and
Consensus Building Financial Services Management Relations Management
Building Customer Base Quality Control and Management Motivational Leadership
Time Management Re-training Employees to Improve Exceptional Communicator
Pipeline Management Branch Operations
Multi-tasking
Strategic Planning
Professional Experience
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*Loan Advisor/*Sr. Loan Processor*
Surepoint Lending
12/08-12/10
Consult with clients regarding their financing needs and implement
a strategy to achieve those needs.
Originate both home purchase and home refinance loans.
Develop and maintain strong, trusting relationships with customers
throughout the loan process.
Process loan application from start to finish; 90% of loans were
processed through FHA.
Maintain knowledge of conforming and FHA guidelines; proficient in
FHA connection.
Averaged $1.2 Million Dollars in loan volume each month.
*Responsible for requesting property appraisals, applicant credit reports,
background checks, reference checks, and other information pertinent to
loan applicant's evaluation.
Maintaining correspondence with applicant and third parties to resolve
questions regarding application information.
Responsible for compiling, processing loan packages while facilitating
communication with applicant according to established standards, such as
fees, loan repayment options, loan product options, and other credit terms.
Communicates to the Account Executive the processing stages and status of
all mortgage loan files.
Ensured loan agreements are complete and accurate according to policy as I
was acting compliance officer as well. Ensured that closing and funding of
mortgage loans are done in a timely manner
Managed and maintained a continuous pipeline of mortgage loans in various
stages of processing, from initial application through funding.
Facilitated loan inquiries, loan applications, and meetings when the
Account executive is unavailable. Responsible for maintaining multiple
demands simultaneously, including a high volume of phone calls, prompt
return of same, walk-in and scheduled appointments for loan interviews, and
video conference and phone appointments with potential applicants.
*Client Services Manager*
SHPS,INC
2/08-12/08
Managed and supported 6 small Market accounts as well as one large
revenue client, helping
to achieve all deliverables in a fast-paced, high standards
environment.
Drove client projects from initiation to close-out utilizing the
Project Management methodologies.
Met the client deliverables successfully, and ensured on-going client
satisfaction, retention and
reference ability; management of projects as needed.
Advised operational units and Senior Management of appropriate
courses of action to promote client
satisfaction.
Anticipated client needs.
Participated and led scheduled strategic reviews with client on a
quarterly basis.
Facilitated client conference calls on a weekly basis.
Managed client to achieve alignment between contract, company
strategy and the needs of the client
keeping them compliant with all IRS guidelines.
Responsible for documentation and communication of information to
client, carrier and internal
resources.
*Senior Loan Operations Specialist *
COUNTRYWIDE HOME LOANS 11/2003 - 11/07
Provided successful operations leadership for a branch that generates
$5 million in funding volume per month. Managed a pipeline of 75-100
loans from beginning of application through funding of loan.
Primary leader of the department since the inception of the branch.
Trained and developed other team members dedicated to customer
service, quality and long-term customer relations.
Reviewed files that are submitted to underwriters and funding
departments. Possessed Level 2 authorization that allows partial
underwriting of files and signing off on pre-set conditions at the
branch without centralized underwriting authority; including FHA,
conforming/non-conforming and sub-prime.
Served as a compliance officer at the branch responsible for ensuring
that all company standards are upheld and met during all phases of the
loan process for FHA, conforming/non-conforming and sub-prime.
Cancelled all ineligible or withdrawn loan files in the branch and
responsible for maintaining contact with records management pertaining
to the proper shipment and storage of said files on a monthly basis
into their system.
Successfully met and exceeded funding and pricing goals on a monthly
basis.
* Membership Services *
YMCA of Greater Louisville (Northeast Branch), Louisville, KY 2001 - 2003
Responsible for greeting members as they enter the facility.
Worked with members to ensure satisfaction of their memberships and
looked for ways to better the facility and services for the members.
Listened to members and helped to find solutions to their issues.
Provided tours of the facility to prospective members.
Computer Skills
Able to utilize Microsoft Office Suite, Word, Excel, Lotus Notes, the
Internet and Outlook.
Education
Sullivan University- Louisville, KY
Associates in Accounting with a minor in Business Admin, 1999
191 CARAWAY
KYLE, TX 78640
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