Quality Control Customer Service
Resume:
STEFANIE C. GAGER
Jacksonville, Florida 32256
*******@*******.***
SUMMARY: Client Relations and Data Management Specialist with over three years
experience in the financial and retail industries, which includes both small business and
large corporations. Strengths include being a self-starter, managing information, and
multi-tasking.
PROFESSIONAL EXPERIENCE
ISTA NORTH AMERICA 2008-Present
Billing Quality Control Analyst
Reviews billing preview and quality control sheet for property to look for errors that
might impact the property prior to billing.
Analyze property documentation and compare to information provided in Navitas
such as previews, quality control sheet, and rate sheets for Rub, Tariff or Allocated
properties
Correspond daily via email with billers to have them correct errors for their
properties or to inform them to proceed with billing.
MACQUARIE MORTGAGES USA, Jacksonville, FL 2006-2008
Vendor Management
Managed the entire database of 700+ approved, inactive, and outstanding broker and
correspondent information, as well as, worked daily with Account Executives, Area Sales
Managers and Head of Sales regarding Broker and Correspondent approvals.
Developed and maintained accurate broker database resulting in increased
productivity.
Worked with Crystal Reports Database
Created table funding loan process resulting in approximately 20% increase in loan
retention.
Selected to cross train and support in both wholesale underwriting, and correspondent
lending.
Supplied the marketing department with an accurate broker and correspondent list for
mass marketing emails.
Reorganized company’s wholesale underwriting guidelines to reflect new changes for
internal and external customers.
Developed volume reports for upper management regarding the top ten active brokers
and correspondents.
Performed well with team members which resulted in high productivity and increased
team unity.
Decision making on wholesale pre-qualifications, audit packages, and final stips
which resulted in deciding which loans were the best for the company.
Trained new correspondent purchasers in the procedure and overall process for
purchasing correspondent loans.
Selected for new office committee by the Chief Operating Officer which resulted in
decisions affecting 60 people.
CONTEMPORARY STAFFING SOLUTIONS, Jacksonville, FL 2005-2006
PHH Mortgage – Document Review Analyst
Responsible for reviewing loan documents for our loan processors and acted as a liaison
between our loan processors and loan processing service team.
Maintained quality and production goals which resulted in high team productivity.
Analyzed loan documentation on a daily basis for existing loans.
Loan Processing Service Team Associate (2005)
Ordered loan documentation on behalf of the loan processors for their existing loans.
Maintained quality and production goals which resulted in high team productivity.
Acted on behalf of the loan processors to order loan documentation, such as
verification of employment.
Exceptional customer service skills.
DIVERS SUPPLY, Jacksonville, FL 2006-2006
Sales Associate
Generated new business for company by selling dive lessons and equipment.
Worked daily to answer customer questions and help customers with products.
Gained Cashier and Closing Experience
EDUCATION
Associate of Arts with honors in General Business Administration, Florida Community
College, Jacksonville, FL, 2001-2003
HONORS
Employee of the Month
Top Quality Award
Most Involved With Team Award
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