Customer Service Project Manager

REBECCA HANSTAD

**** **** ***** ****** ****, Texas 76137 817-***-**** Mobile

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

OBJECTIVE

Highly motivated professional focused on productivity, quality and bottom

line results. I am looking to enhance your company by utilizing my strong

administrative leadership skills to provide superior work ethic and

results oriented goals.

PROFESSIONAL EXPERIENCE

2009 - 2010 Bank of America Fort Worth, TX

Customer Service Representative I

Work within a structured team setting in a very high volume call center

environment. Provide excellent customer service to current and past due

mortgage homeowners. Assist customers with their mortgage terms, escrow,

website issues, delinquency patterns and payment resolution. Adhere to all

mortgage policies and exceed all quality assurance monitoring. Represent

the financial institution as a professional and knowledgeable contact to

mortgage holders.

2005 - 2009 JPMorgan Chase

Irving, TX

Executive Assistant - Managing Director of Servicing

Manage the daily operations of the Managing Directors office to include:

confidentiality, answer heavy phone volume, create meeting set up and

close out, prioritize emails, set up and maintain all contacts, handle

multiple executive's expenses, attend meetings and send out minutes,

weekly schedules, organizational charts and phone directories, process

all invoices, daily reports, onboard new employees, order and distribute

supplies, liaison to human resources, book travel, order catering,

schedule multiple site conference rooms, greet internal and external

executives, and all other daily activity. Manage receptionists, mailroom

and onsite administrative assistants at multiple locations. Manage all

facilities at local sites.

2001- 2005 Citigroup

Coppell, TX

Executive Assistant / System Analyst - Executive Vice- President

Manage the daily operations of the Executive Vice President's office to

include: confidentiality, answer heavy phone volume, create meeting set

up and close out, prioritize emails, set up and maintain all contacts,

handle multiple executive's expenses, attend meetings and send out

minutes, weekly schedules, organizational charts and phone directories,

process all invoices, daily reports to executives, mail, daily follow up,

approval process, supplies, travel, catering, greet internal and external

executives. Handle project manager activities for Executive Vice-

President's office.

1999 -2001 Commercial Credit

Bedford, TX

Branch Manager - Sales / Originations

Manage the daily operations of a retail sales branch consisting of 12

loan officers and 2 processors.

Responsible for recruiting, hiring, training and performance evaluations

of all staff members. Oversee the quality of the production pipeline, to

include title orders, appraisal orders and closings. Created,

recommended, and implemented new policies and procedures to achieve

maximum ratings on both internal and external audits. Report daily,

weekly, monthly and annual production forecasts to senior management.

Oversee the delegation of both internal and external leads to the loan

origination teams.

Conduct weekly audits of the branches financials and expenditures.

EDUCATION

1995 - 1996 Texas Christian University

Undergraduate

1992 - 1994 University of Alaska, Anchorage

Undergraduate

MILITARY SERVICE

1986 - 1988 United States Air Force

Honorable Discharge

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