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Customer Service Sales

Denton, Texas, 76210, United States
May 27, 2010

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LOIS A. MILLIGAN JOB #***** Senior Support Specialist

**** ******* *******, ** *****

214-***-**** (C) 940-*** -**** (H)

Email address:


Goal oriented sales professional with in-depth experience in a variety of

industries including hospitality, security systems, insurance, banking,

mortgage lending, and finance. Consistent track record of increasing sales

while building solid client relationships. Proficient in organizing,

systematizing complex work environments and adapting to new concepts.

Posses a strong orientation toward customer service resulting in a positive

impact on exceeding goals and service levels. Key skills are:

Sales Effective Listening and


Needs Assessment Leadership

Marketing Negotiation

Computer Proficient Workflow Analysis




. Consistently exceeded monthly security system sales quota by 25%- 40%.

. Highly successful in retaining current accounts and relocations.

. Established repeat business by tracking customer relocations and selling

service to new location.

. Sold approx 40 insurance policies monthly covering autos, trailers,

motor homes and mobile homes, exceeding goals.

. Sold $100K in new memberships by recruiting executive members in to the

sales process.

. Increased conventions, tradeshows, weddings and other functions by 20%

on behalf of Visitors and Convention Bureau.

. Completely booked facilities for the year for new Hilton Inn during

first four months of starting construction.

. Member of team that saved approximately 75% of high-risk loans,

exceeding monthly goals.

. Consistently exceeded loss mitigation department goal closing over 100+

loans monthly.

Customer Relationships

. Handled inbound and outbound customer calls dealing with delinquencies,

building strong rapport with client base.

. Counseled clients on ways to cut expenses and increase income in order

to maintain homes.

. Handled escalated situations dealing with delinquent taxes and Private

Mortgage Insurance (PMI).

. Collaborated daily with foreclosure attorneys, Mortgage Insurance (MI)

and PMI Cos., Freddie Mac representatives, realtors, taxing authorities,

mortgagors and third parties.


. Negotiated loan modifications, short sales, repayment plans, deferments,

deeds-in-lieu and cash for keys with clients, determining type of

options based on investor, service and foreclosure guidelines.

. Served as a liaison between vendor and company on new system that was

projected to increase productivity and to save money, company wide.

. Offered options to homeowners who were in foreclosure or delinquent on

home loan payments, many times saving them from foreclosure.


EMC MORTGAGE COMPANY, Lewisville, TX (972) ***-****

2005 - 2008

Loss Mitigation / Negotiator

Serviced high-risk loans verifying income statements, tax returns and

documenting income. Solicited, qualified and negotiated loan modifications

and deferments.

CENTEX HOME LOANS (Now Nationstar Loans), Lewisville, TX ( 469) ***-****


Loss Mitigation Negotiator

Serviced high risk, second lien mortgage portfolios. Solicited, qualified

and negotiated loan modifications, short sales, repayment plans,

deferments and cash-for-keys.

LOAN SERVICING INC., Dallas, TX (972) ***-**** - Sandra Geary

2002 - 2005

Senior Loss Mitigation Coordinator

Counseled homeowners on alternatives to foreclosure with workout options

offered by Freddie Mac Programs. Pre-qualified mortgagors, reviewing

credit reports, income and household expenses and recommending and

qualifying homeowners for loan modifications, short sale, repayment plans,

forbearance plans and make holds.

COUNTRYWIDE HOME LOANS, Plano, TX (972) ***-****

1998 - 2002

Loss Mitigation Negotiator/ Customer Service Representative

Solicited, reviewed, qualified and monitored formal and informal workout

options (3 month provisional, special forbearance, partial claims,

modifications, short sales and deeds in lieu) for mortgagors 90+ days

delinquent on FHA loans. Assisted mortgagors with updating taxes and


GEICO INSURANCE, Dallas, TX (972) ***-****

1997 - 1998

Telephone Sales Counselor

Sold insurance products covering autos, trailers, motor homes and mobile

homes; determining needs, quoting rates, and qualifying individuals.

BRINKS HOME SECURITY, Dallas, TX (800) ***-****

1993 - 1997

Telephone Sales, Customer Service, Customer Retention and Billing Depts

Sold home security systems and provided customer service after initial

sale. Resolved billing and collection issues.

Positions as Sales Coordinator for Beaumont Chamber of Commerce and

Catering Coordinator for Hilton Inn.

Positions as Sales Associate, Assistant Manager and Manager with Barry's

Corp:(Missions, Barry's, and Keidan's Jewelers) and Zales Corp:( Zales and

Corrigan's Jewelers.)


Lamar University, Beaumont, TX

Courses in Secondary Education, Government and History


Bank of America - Oakland, CA

American Institute of Banking - Oakland, CA

Geico - Automobile Solicitation

Countrywide - 8-week mortgage training course

EMC - Courses in Mortgage, Sales, Fair Credit Practice, Fraud and Money


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