Customer Service Manager
Resume:
Desizra Carolina
***************@*****.***
Victorville, Ca. 92395
Summary of Qualifications
Personable with Great Communication Skills, detailed and goal-orientated,
self-motivated with leader experience, and full capability to adapt to
surrounding with speed and accuracy while Calm and Productive under extreme
stress. Create work sheets to help things move smoothly in the companies
that I've work for, also to help my teams understand and be able to move
forward effectively. Intimate, practical knowledge of the internet, and
understanding of email marketing, 75 wpm, 10 key, Blogging, Microsoft Word,
Excel, PowerPoint, Access, PowerPoint, Outlook, MLS, Photoshop, Adobe
Reader, File Alpha/Numeric, IBM and MAC system Knowledge, NTS, AS400, CORE,
Arrow, Quick Books, Drake Software.
Professional Experience
Wells Fargo 09/2012-
Present
Santa Ana, Ca
Underwriter Level 3
. Reviewing financial statements, credit reports, and applicable ratios
(i.e. Debt ratios, loan to value)
. Contacting customers and partners to gather information to make
appropriate decisions, explain rationale behind credit decisions
. Have the authority to work on loans up to 650k, that includes
corporate taxes, partnerships, multiple properties
. Order 4506-t, Credit Supplements, Appraisal, Flood and Hazard
Insurance
. Reading appraisal comparing it to the loan amount for either the cash
out or rate and term, making sure the pay off or the amount being
pulled from the home was covered in the appraised value
. Understanding convention conforming guidelines and regulatory
guidelines, including investor guidelines and procedures.
. Calculate amount of debt and funds available to plan methods of
payoff, and estimate a time for debt liquidation to be able to
subordinate the second, HELOC's, Cash out loans and Rate and Term
Refinances.
. Implementing fraud detection techniques, performing compliance
reviews.
. Experienced in talking with the borrower about loan decision,
especially if the loan needs to be re-priced and re-decision at a
different amount and possibly interest rate.
Liberty Taxes
03/2012-present
Tax Preparer/Bookkeeper
Los Angeles, Ca
. Update clients on case status and communicate/collect items
needed to prepare case/returns
. Managed confidential documents and reports.
. Helping clients with Collections, Reconciliation, Cost Accounting,
Monthly and Quarterly Statements
. Assisted in the scheduling, processing, and talking to the IRS on the
clients behalf when it came to addendum to prior tax returns, for
individual or Businesses.
. Provided services that was necessary Federal and State notices to make
sure the clients business are in compliance
Robert Half International 10/2011-03/2012
Promontory, Orange, Ca
Risk Senior Analyst
. Working with the OCC to make sure that the Servicing Bank were under
compliance when they were working with the homeowner rather it was
foreclosure or a loan modification.
. Studying government legislation, which may affect a company, and
advising the team on how to
. Strong follow up with the investor to make sure all of the documents
are in order
. Review and sign off PTD's (SSN Verifications, 4506-T transcripts,
LDP/GSA searches, credit refreshes)
. PTF's (gifts funds, paper trailing deposits, earnest money, PITI on
non-subject properties, reserves.)
. Established payment priorities according to the lender terms and
interest rates to reduce clients' overall costs.
. Performed audits on loans with emphasis on counterreformation of
mortgage documents for errors/omissions and fraud.
. Process, review, upload incoming conditions in a paperless work
environment prioritizing my task while meeting turn times, and
deadline service levels.
. Re-run and review AUS (DU) with minor changes to income, loan amounts,
appraised value, rate, funds to close, and debt finalizing with a
Early Check.
People Quest Inc. Glendale, Ca 08/2010-03/2011
Bank of America- Simi Valley, Ca
Home Service Specialist II (Jr. Underwriter) Full Time (40-48 hours weekly)
. Assisting Manager of 15 people when the Team Lead was either busy or
absent.
. Requested outstanding conditions originally requested by underwriting:
Income Documents signed 4506-Transcripts, Profit and Loss Statements,
and Social Security Award letters, etc.
. Participated on the QC team and served as Lead reviewing teammates
files prior to Sr. Underwriting review.
. Executed VOE's, 4506-Transcripts, Social Security Validations; tracked
order process to ensure results returned and uploaded to paperless
system.
. Assisted management with informing my team with updated guidelines to
insure correct procedures were taken when communicating with
homeowners.
. Sound knowledge of basic business arithmetic; techniques and methods
of using standard work processing, spreadsheet, database and other
office software and equipment.
. Exceptional ability to enter date accurately and efficiently into
appropriate data system; make accurate arithmetic calculations and
maintain accurate records and files.
. Ability to understand and carry out written and oral instructions;
perform detailed clerical work and maintain attention to detail
despite frequent interruptions.
First Step Alliance Inc. 04/2007-
08/2010
Loan Modification Specialist/Underwriter Full Time (40-50 hours weekly)
. Prepared consumer FHA, HELOCS, Subprime, Conventional and Non-
Conventional Loans
. Maintained updates that changed with HUD/Investor/& Industry guideline
changes.
. Reviewed documents for accuracy, completeness and acceptability
against loan conditions
. Maintained customer contact with excellent customer service.
. Answered questions regarding status of various accounts and attend to
problems or complaints from customers in person, on the telephone or
by written correspondence.
. Analyze loan applications, credit reports, financial documents,
property appraisals, and other supporting documents to help structure
a loan approval or denial.
. Performed underwriting calculations for an overview of borrower's
financial stability. Evaluated debt ratio, loan to value ratios,
property evaluation, and risk factors.
. Researched and resolved account and billing problems.
. Reviewed conditions based upon the criteria required for the submitted
product type/loan.
Fredrick Howard (Keller Williams)
04/2006-04/2007
Loan Officer Assistance Full Time (40-50 hours weekly)
. Managed confidential documents and reports.
. Knowledge of R.E. software programs, Cal Point, collecting data for
reports for agents, and buyer and sellers.
. Following to make sure all of the documents we have are accurate
. Assisted in the scheduling process and weekly agenda preparation.
Education
Capella University 2012-Present
Accounting
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