Customer Service Manager

SHARON S. TAYLOR

**** ********* **.

Raleigh, North Carolina 27604

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

(919) - 754-0034 (h) (919) -609-4540 (c)

Supervisor, Manager, Life Coach, Foster Parent, Computer Literate, Events Coordinator (First Union/Wachovia –

Employee Involvement Group [EIG]), Team Player/leader, Fundraiser and Public Speaker, Genuine Passion to Make a

Difference in the lives of the Disenfranchised

Experience:

2011-Present (Clean Pro-Services, DBA, LLC) Self Employed Small Business - Specializing in

Residential, Commercial, & Construction Properties. Owner (Licensed)

Recruit new business- bids and provide free estimates and work orders

Responsible for general cleaning of facilities / cleanup of new construction sites

Responsible for quality cleanup to meet inspection and finishing

Supervise and hire additional staff as needed

Responsible for providing final work for customer satisfaction

1993-2010 (Displaced) First Union Bank/Wachovia Mortgage Corp Raleigh, NC-Currently

Wachovia Mortgage Corp/FFS Bank/Wells Fargo Bank

Loan Administrator Supervisor

(Initially) Team Leader (File Operations)

• Facilitated and managed activities of a loan production, loan servicing, commercial or real

estate construction loan team which may include a large single business function or

multiple business functions. Responsible for loan processing, documentation, pre-

closing/closing tasks, monitoring, loan servicing or may include underwriting activities.

Ensured compliance with Wells Fargo, investor, legal, regulatory or business policies.

• Responsible for hiring, coaching, developing and supervising exempt/non-exempt

production, servicing, documentation, administrative support staff and/or senior specialists.

Accountable for ensuring quality customer service provided to internal & external

customers.

• Developed and implemented operational, servicing, or documentation procedures, methods

and work systems. Served as direct supervisor of team developed to provide leadership

within the team. Managed the quality control budget process.

• Responsible for the organization and maintenance of the master file room that included all

servicing residential files.

• Provided research for all incoming document inquiries from various departments.

• Compiled, boxing, and transporting all files belonging in various Conventional,

Government, and Private Investor loan sales.

• Managed the training of personnel in various functions.

• Coordinated and implemented changes due to changes in organizational workflow.

• Monitored subordinates’ effectiveness within their respective workplace environments

• Prepared evaluations for yearly personnel reviews.

Documentation Specialist

• Responsible for the delivery and maintenance of requested files.

• Maintained a 24-hour mandate for updating others of file inquiry

• Scheduled designated periods for files to be retrieved

• Assisted in other areas throughout Staff Support.

1991-1993 Sorter Operator

• Operate and maintain computer equipment and peripherals

• Keyed data using various computer systems (IBM PC, CRT)

• Relied on mathematical and problem-solving skills to resolve complex data issues.

1989-1991 Automated Teller Machine Controls/Operations

• Served as a technician that controlled, tracked and maintained all teller machine

transactions.

• Generated ATM reconciler balance depository log.

• Maintained literature files for reconciliation report.

1987-1989 Encoding Specialist

• Maintaining effective encoding keying levels for processing incoming monetary data.

• Processing daily deposit with encoding machine using 10-key system.

1987-1989 Kentucky Fried Chicken Raleigh, NC

• Specializes, promotes and sells poultry dishes in the competitive fast-food industry.

1985-2002 Shift Leader

• Providing managerial skills to provide excellent customer service.

• Coordinated all products needed to meet all customer demands.

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• Made sure all equipment met sanitary and public health standards.

Education:

2012 Turner School of Construction Management Class 1

@ St. Augustine College 1351 Oakwood Avenue Raleigh, NC

YWCA (The Avedon Group)-Raleigh, North Carolina

YWCA Career Development Training Certification

Wake Technical Community College-Raleigh, North Carolina

Computer Operations w/ OTJ (On the Job) Training,

Hard Barger Community College-Raleigh, North Carolina-Business Administration

William G. Enloe High School, Academic

Skills:

IBM PC; CRT Computer; Facsimile Machine; Xerox Machine; Offset printing machine; Word

Perfect; Critical Thinking; Numeric Keypad; Type 30-40 wpm; IBM 3890 Sorter Printing and

Processing Check and Credit Card Information; Microfilm/Microfiche; Imaging (Scanning) and

Researching Documentation; Lotus Note/Email system

Affiliations

Volunteer for Special Olympics, Immediate Past President of Wachovia’s EIG (Employee Special

Events), National Association of Professional Women, Attend St. Matthews AME Church.

References furnished upon request

References:

Ondra Waters Cary, NC Manager, Wachovia/Wells Fargo 919-***-**** or 919-***-****

Gay Fulbrought Siler City, NC Department Manager, First Union/Wachovia 919-***-****

Sharon B. Cox Clayton, NC Present Manager, Wachovia/Wells Fargo 919-***-**** / 852-9406

Patricia K. Gill-Galbert Louisburg, NC 919-***-****

Sandra S. Thomas Raleigh, NC AVP, First Union/Wachovia/Wells Fargo 919-***-****

G.W. Cleaning Service Raleigh, NC 919-***-****

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Tara Robertson, MBA / Turner Construction Community Affairs Director / Carolinas

Office: 704-***-**** Ext. 1104 or Fax: 704-***-****

Charlotte, NC

Ms. Saletha Smooth 919-***-****, Clean Pro- Service, LLC. Raleigh NC

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