Customer Service Manager

SHELLY HARRILL *********@***.***

Home: ** ***** ***** *****, ******, North Carolina 27713 919-

***-**** (cell)

__________________________________________________________________________

_________________

SPECIFIC SKILLS:

Accounts Payable, Accounts Receivable, GAAP, tax assistance through VITA ,

Microsoft Word, Excel, PowerPoint, Publisher, and Outlook, Strategic

Planning, Project Management, Relationship Building, Event Planner,

Communication, Customer Service, Time-Management, Self-Management,

Motivator, Decision Making, Judgment Calls, Multi-Tasker, Loan Compliance

and Regulations, Loan Documentation, Loan Officer, Encompass , Calyx , and

various company-specific software programs

EXPERIENCE:

. Over twenty-seven years experience in customer service, marketing,

finance, and business management

. Experienced in Management including the interview process, employee

training, employee motivation, daily tasks distribution, and employee

reviews

. Proven abilities in Accounts Receivable and Accounts Payable including

invoice research and follow-up and problem documentation/resolution

. Experienced in Accounting by assisting in the production of the

Statement of Financial Condition and Income Statements for monthly

Board of Director review

. Proven abilities in Project Management in the collection and

organization of delinquent loans, keeping the delinquency ratio under

one percent for over seven consecutive years while simultaneously

increasing loan volume and revenue

. Experienced user of Microsoft Word, Excel, PowerPoint, and Publisher

to market loan specials, complete reports for Board of Directors, make

loan recommendations, enhance mortgage consultant business, and create

event flyers

. Proven abilities in completing tax returns through VITA

. Expert in Loan and Savings Administration including but not limited to

processing loan payments, computing loan payoffs, and computing

interest on savings and other deposit accounts

. Proven abilities as a Loan Officer skilled in taking loan

applications, loan underwriting, loan closings, loan documentation,

compliance, and truth-in-lending

. Confirmed abilities in Loan Documentation by establishing

recommendations for policies and procedures for loan approval or

denial

. Successful in building relationships by setting up special loan events

with area dealerships, auto rental sales companies (i.e. Enterprise),

and auto finder companies (i.e. Car Connection) for auto loan specials

which increased loan volume and revenue

. Proven abilities in Business Project Design by creating a database of

relationships with over 500 realtors, builders, and other contacts

within a 5 month span to access in my job as a mortgage consultant

EMPLOYMENT:

North Carolina State Employees Credit Union

Oct. 2008 - Present

Financial Services Officer

. Assisted members on loan requests

. Prepared tax returns through the Volunteer Income Tax Assistance

(VITA) program

. Dispensed information about various types of accounts and other Credit

Union services

. Handled establishment of new memberships by opening all new share,

checking, money market, share term certificates, tax advantage (IRA),

Fat Cat , and Zard accounts

. Took credit/debit card disputes, forgeries, and fraud requests

. Sold and redeemed US savings bonds

. Sold traveler's cheques and safety deposit boxes

. Processed changes such as name, address, joint accounts, and

retitlement

M & T Bank, Salisbury, NC 28147 Oct.

2007 - July 2008

Corporate Investors Mortgage Group, (broker) Durham, N.C. Nov.

2006 - Sept. 2006

Mortgage Consultant

. Responsible for originating residential mortgage loans through own

sources

. Expanded customer base by soliciting residential first mortgages

through contacts with realtors, builders, developers, friends, and

relatives

. Interviewed and screened potential borrowers towards obtaining a

mortgage pre-approval

. Interacted with retail banking network to procure mortgages as well as

create cross sell opportunities for other areas of the bank

BCBSNC Credit Union, Durham, N.C.

Loan Manager/Collections Manager July,

1981 - July 2006

. Responsible for all activities related to supervision of

credit union employees including daily task distribution,

employee reviews, implementation and training of CU

policies and procedures

. Expanded the team of loan officers, while overseeing the

final approval of loans during the review process.

. Managed the defaulted loan collection process, encompassing

contacting delinquent loan holders to determine a

resolution, enforced CU guidelines for recovery including

repossession when required, and reporting status the

executive management and the board of directors

. Loan Officer responsible for reviewing all loans

applications by the policies and guidelines set by the CU

executive board of directors - Prepared loan documents in

compliance with government Regulation Z (Truth-in-Lending)

laws

. Marketing manager responsible for custom-designing,

preparing, and making necessary changes of loan forms and

loan documents through the use of Microsoft tools.

Purchasing manager responsible for ordering loan forms and

controller responsible for distributing loan forms to CU

staff

. Portfolio manager responsible for tracking and verifying

the receipt of proper title and insurance documentation to

guarantee proper documentation was maintained at all times

to prevent loss of collateral, which could result in a

possible loan loss to CU

. Strategic planner responsible for constructing loan plans

and recommendations by the preparation of graphs and

spreadsheets with loan information to discuss with the

executive board of directors on a monthly basis to increase

loan demand and revenue

. Marketing manager responsible for creating custom

advertisements for the loan specials through the use of

Microsoft Office Suite tools and marketing the

advertisements for appeal to the CU membership to encourage

use of CU services

EDUCATION:

Mount Olive College, Research Triangle Park, NC - B.S. in Business

Administration May 2005

Contact this candidate