Lorene Ross

Email: abo8sf@r.postjobfree.com

Address:

City: O'Fallon

State: MO

Zip: 63366

Country: USA

Phone: 636-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Responsible, results-oriented professional with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Accomplished track record of managing a wide variety of customer service issues quickly and efficiently both as manager and individual contributor.

Educational Background:

High School Dipolma from Southeast Missouri State University, Cape Girardeau MO 1/2001 to 12/1987 (Communications)

Job History / Details:

Summary

Responsible, results-oriented professional with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Accomplished track record of managing a wide variety of customer service issues quickly and efficiently both as manager and individual contributor.

Highlights

Client-focused

Advanced analytical, problem resolution, negotiation and conflict resolution skills

Actively accepts challenges, solution oriented

Focused on customer satisfaction

Outstanding oral and written communication skills

Detailed oriented

Excellent time management skills and ability to prioritize and multi-task with minimal supervision

Operations management

Ability to adapt personal work style to accommodate customer and business needs

Training and development

Microsoft Outlook, Word and Excel

Experience

October 2012 to June 2012

Wells Fargo Home Mortgage St. Louis, MO

Loan Documentation Specialist

Professionally managed pipeline of 60 loans, providing information and service to customers while exceeding monthly productivity, quality and customer satisfaction goals. Consistently received positive feedback from customers and management

January 2007 to July 2008

CitiMortgage O'Fallon, MO

Director, Client Care and Servicing

Oversee Home Equity Servicing Operations and Customer Survey Coordination.Executive Response Unit, resolution of escalated client issues. Including high net worth, high risk and regulatory items. Personally handle sensitive and escalated issues. Monitored the daily activities of customer support teams. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations

December 2005 to January 2007

CitiMortgage O'Fallon, MO

Executive Communications, VP

Manage staff responsible for resolution of escalated inquiries received from Customers, Media Sources, Consumer Affair Agencies, Regulatory Agencies and Executives. Established departmental goals and objectives for both service delivery and client interactions; foster an environment dedicated to customer service and efficiency. Personally handle high profile and risk escalations. Addressed negative customer feedback immediately

October 2003 to January 2006

CitiMortgage O'Fallon, MO

Customer Communication, VP

Facilitate internal cross functional communication projects to improve the customer experience and reduce operational costs.Partner with Marketing to develop, plan and edit customer communications. Strategically use results to identify current and best practices to reduce costs, improve retention, increase customer satisfaction and loyalty.

November 1997 to May 2003

CitiMortgage O'Fallon, MO

Research and Quality Services, VP

Manage multi-site team responding to customer service requests and service quality initiatives. Monitored programs to maximize customer satisfaction. Created training manuals targeted at resolving even the most difficult customer issues. Provided detailed monthly departmental reports and updates to senior management.

April 1997 to December 1997

TransAmerica Real Estate Tax Services Chesterfield, MO

Tax Service Manager

Managed team responsible for researching tax exceptions and refunds for multiple corporate client accounts

November 1995 to February 1997

Norwest Mortgage Springfield, IL

Investigations Department Manager

Manage multi-site team responsible for staff processing all detailed customer research inquiries regarding Tax, Escrow and Hazard Insurance. Collected customer feedback and made process changes to exceed customer satisfaction goals

March 1994 to January 1996

Prudential Home Mortgage, Inc. Springfield, IL

Client Research and Analysis Manager

Manage team responsible for advising base of 250-300 correspondent client companies of servicing procedures and resolving post funding discrepancies and client receivable balances

September 1991 to February 1994

Prudential Home Mortgage Springfield, IL

Escrow Department Supervisor

Managed team responsible for escrow maintenance of servicing portfolio

December 1988 to October 1991

CitiMortgage Ballwin, MO

Senior Customer Service Representative

Demonstrated mastery of customer service call script. Advanced to handling escalated and complex inquiries. Supported Quality staff with call monitoring and coaching of newer team members

Education

Southeast Missouri State University Cape Girardeau, MO

Bachelor of Arts Communications

3.1 GPA/4.0. Dean's list 1986-87, Who's Who College Students, Editor Journey: Literary magazine, Southern Writers Literary Award

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