Manager Administrative Assistant

Annesha M. Mason

**** ******* ******* *****

Allen, TX 75002

Cell 469-***-****

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

Qualifications:

Leadership background, strong professional abilities, detailed oriented with highly organized protocols. Ability

to work under accelerated deadlines in a timely manner with an exceptional rate of accuracy. Dedicated work

ethic and independent to perform expected duties. Liberal to change and the learning of new skills. Minimal

supervision required.

Employment History:

Countrywide Home Loans/Bank of America, LandSafe Appraisal Division:

Operations Manager June 2002-July 2011

LandSafe Appraisal

• Managed scheduling process of appraisals for the Midwest/Southeast Region in the U.S.

• Resolved issues from appraisers and/or loan officers at various branches.

• Handled escalated issues under the direction of the Regional Operation Managers and Regional Vice

Presidents.

• Focused on building relationships with CHL/Bank of America internal and external business partners, to

ensure optimal client service goals were met.

• Researched and trouble shoot operational effectiveness and efficiencies to improve daily operations.

• Responsible for the day-to-day communication with assigned branches.

• Answered clientele inquiries to insure professional and successful partnership for LandSafe Appraisal

networking.

• Responsible for monitoring branch orders within our Landsafe Collateral Connection (LCC) System to

proper channels and provide timely resolution.

• Conducted daily status calls to clients/appraisers to generate satisfaction reports. Included resolution of

any branch related issues regarding delayed appraisal requests.

• Supervised a successful and productive team of 18 employees.

• Conducted daily meetings to discuss stats, goals, and address staffing needs.

• Provided daily updates to the Regional Operations Manager regarding service trends and daily

operations.

Team Lead

• Responsible for day to day communication with branch personnel, appraisers and entry contacts.

• Utilized and managed interact maintenance to schedule appraisals, give status to the Branch and

Customers daily.

• Assigned oversight and/or delayed appraisals, inspection appointments, with escalated timeframe

monitoring.

• Resolved branch issues with outstanding approval requests.

• Tracked outstanding appraisal orders, and interacted with various branches to channel complaints and

service delivery problems

• Responsible for training new employees.

• Appointed trouble shooter in providing direction and on-going support of staff.

• Monitored training modules and conducted refresher courses for staff education.

• Provided distribution of assignments and appraisal orders for staff.

• Monitored ASPECT phone reports for potential issues and directed escalated matters out of direct realm

to appropriate management levels.

• Maintained delivery of Aging Reports.

• Generated emails and CAR Alerts to better inform the team of prior account status to requiring

continuous monitoring.

• Obtained and reported daily past due account status to staff for proper follow up.

• Responsible for obtaining signed evaluations regarding account disputes.

• Conducted initial and annual evaluations for staff.

• Oversaw fee approvals for appraisals to strategically target budgeted goals.

• Routed InterACT and/ or general software issues to LandSafe Appraisal Tech Support.

• Overseer of NICE monitoring system.

Customer Account Representative II

• Responsible for day-to-day communication with assigned branches. Answered client inquiries and

developed professional rapport and successful partnership with LandSafe Appraisal clients.

• Conducted daily status calls to clients and/or appraisers to generate daily status reports. Included

updating status resolution to branches regarding outstanding appraisal requests.

• Utilized interact maintenance to insure set-up, processing, and final distribution of all appraisal files

within the pipeline, in accordance to legal requirements relating to policies and procedures.

Warrantech Automotive, INC., Euless TX

Account Maintenance Services (AMS) Representative June 1996 – July 1998

• Installed maintenance setup of dealers/agents in company design system.

• Processed exception reports and determined fees for automotive warranties when guidelines were not

met.

• Maintained exception reports and dealer logs entries for the auditing process.

• Interfaced with dealers and sales agents daily.

Statistical Coordinator

• Ran commission/production reports to establish Regional Manager’s commission.

• Responsible for processing commission overrides.

• Handled sale leads, distribution to the field and maintaining of the database.

• Answered and screened calls. Provided callers with information and/or directed calls to the appropriate

personnel.

• Identified potential problems to provide proper resolutions.

• Provided follow up to the Vice-President and Regional Managers for dealer activity status to incorporate

weekly reports.

• Compiled agenda material for management meetings.

• Coordinated trips by planning based on supervisor availability.

• Responsible for arranging air, hotel and car accommodations for departmental staff and potential clients

traveling on business.

• Processed account payable vouchers for vendors and developed tracking systems to monitor expenses.

• Reviewed and monitored expense reports to provide updates to upper management regarding executive

travel.

• Compiled marketing material for promotional kits for distribution to potential clients and lending

institutions.

• Performed routine office task such as faxing, printing, filing, ordering supplies, and developing

pamphlets.

• Handled all in-house warranty requests.

• Performed Receptionist and other administrative duties as directed.

Military Background: United States Air Force January 1993- April 1996

Served over 3 years in a diverse and challenging atmosphere. Maintained a disciplined approach to address any

task provided. Exhibited the ability to multi-task and anticipate potential obstacles at hand and acted upon in a

time sensitive manner. Required strong organization skills with an expectation of dedicated work ethics,

attention to detail, and executing duties assigned above the expectation of superior officers. Positions held

during tenure included Assistant Manager to Personnel Office, Administrative Assistant and Client Relations

Representative.

Intermediate-Advanced Skills:

MS Word/Office; MS Excel; MS Outlook, PowerPoint; Typing 75 WPM; PC Usage; General Office Equipment;

Lotus Notes; Professional Demeanor, Strong and Effective Communication Styles, Leadership Background.

Interact Maintenance and Landsafe Collateral Connection (LCC)

Contact this candidate