Customer Service Quality Assurance
Resume:
CYNTHIA MERRELL
Jesup, IA 50648
Telephone l 319-***-****
E-mail l ablgos@r.postjobfree.com
QUALIFICATIONS PROFILE
Results and achievement-driven Senior Sourcing Business Analyst experienced negotiating cost,
awarding business, analyzing vendor matrix, managing timelines and multi-product lines, and
driving distribution successes for national retail operations. Reputation for implementing process
improvements, increasing productivity and efficiency. Articulate communicator and liaison,
recognized for streamlining and facilitating cross-functional team communications, optimizing
workflow processes, and translating corporate vision into seamless production, inventory
management, and distribution solutions. Career-committed with emphasis on integrity,
accountability, and performance excellence.
CAREER HISTORY
GMAC Mortgage Co, Waterloo, Iowa
Loss Mitigation Representative (2007 to present)
Mortgage Analyst
• Manage pipeline of conventional and portfolio loans.
• Process all loans, including the most complex files.
• Evaluate loan documentation and clear conditions as per delegated authority.
• Achieve and maintain internal training and certification for underwriting decision and
delegated authority.
• Validate automated underwriting decision per delegated authority.
• Maintain high level of customer service by being proactive in communicating with the
borrowers and loan originators.
• Actively participate in ongoing efforts to continually improve customer service for
internal and external customers.
• Serve as an intermediary for loan issues with Loan Originators and other related
departments.
The CBE Group, Waterloo, Iowa (2001 to 2007)
Served as auditor-in-charge of audits in a project management capacity. Wrote and presented
reports. Participated in audit conferences. Analyze information, business processes and new
systems. Assisted in the assessment and management of business and risk, made
recommendations on improving internal controls and provided bottom-line oriented solutions.
Developed and handled marketing campaigns and budgets for a variety of our clients.
Medical Retail Customer Service-Operated high-volume phone system and maintained daily
direct and indirect client relations operations including acting as a point of contact for patients,
handling high volume phone system. Oversee and maintain daily administrative operations to
enhance and support cohesive and efficient office environment.
Homeside Lending Mortgage Co, Jacksonville, Fl. (1997 to 2001)
Conveyed in a reassuring manner step by step instructions to resolve application issues.
Reviewed and issued audits on account information and processes. Performed queries in multiple
databases. Assisted in the creation and development of the banks customer relationship.
Winn Dixie Grocery Store, Orange Park, Fl (1993 to 1997)
Partner with Quality Assurance and Legal Teams, troubleshooting/resolving product failure and
trademark issues, and assuring compliance with quality and delivery requirements. Advertising
development, and market introduction demands.
Achieving healthy margins while driving competitively priced and high quality product.
Strategizing production line solutions, optimizing production throughput, and meeting demanding
delivery schedules. Responsible for analysis of monthly, weekly, and, daily sales reports.
introduction demands.
Achieving healthy margins while driving competitively priced and high quality product.
Strategizing production line solutions, optimizing production throughput, and meeting
demanding delivery schedules. Responsible for analysis of monthly, weekly, and, daily
sales reports.
EDUCATION
Hawkeye Community College, Waterloo, IA
Business Administration June 2007
Customer Service Series 1, 2 & 3; Communication Skills; Sale Skills; Team Leadership;
Diversity Workshop; Management Skills; Conflict Management; Organizational Skills
Strengths:
Communicate Effectively
Drive for Results
Manage Execution
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