Customer Service Training

DEANNA HILL

**** ****** *******, *** *******, T X 78250

Home: 210-***-**** • Cell: 210-***-****

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

SUMMARY

Organized Corporate Instructor who effectively identifies and resolves complex financial issues.Thrives in fast-paced

and ever-changing business environments. Knowledgeable and innovative finance, sales and marketing professional

whose success is based on integrity, exceptional customer service, efficiency and ambition.I am an experienced trainer

and mortgage underwriter with an expertise in multiple investors and upholding performance standards. In addition to

reporting and review processes, compliance in ensured with all financial reporting including pipeline management. I am

a key part in developing and implementing training programs that meet the customers' needs and requirements. I have

experience with time management and self management. Also, experience within a global, multi-cultural, virtual work

environment . Self-motivated professional highly proficient in developing creative solutions and implementing

objective decision making. Maintains positive attitude and works hard to build team relationships.

HIGHLIGHTS

MS Office guru Strong project management skills (task lists,

estimating skills, status reporting, issue

Customer service-focused management,

Financial planning expert risk management, etc.)

Debt and credit management Experience in translating functional and technical

Knowledge of VA loan process documents into Training materials for internal and

Excellent communicator external utilization

Experience performing reviews on detailed Training

documentation

ACCOMPLISHMENTS

•Serve as process expert/coach for the team's training deliverables •Drive methods

adoption and act as an expert on how to cost effectively deliver training

•Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey

results and ensure improvement initiatives are driven by client expectations and requirements

•Identify and implement productivity improvements, ensu ring adherence to appropriate project gating and

requirements.

EXPERIENCE

ACCENTURE

San Antonio, TX

03/2012 to

Corporate Trainer Current

Responsible for training needs assessments, designing, developing and delivering quality new hire and continuing

education/process improvement programs.

Experience as a trainer responsible for training courses (classroom and virtual classroom training, plus blended

learning)

Experience in the consumer goods industry

Identify and implement productivity improvements, ensuring adherence to appropriate project gating and

requirements

Champion consistent process across teams.

Prepare and instruct Underwriter training classes; partnering with client groups and QC segments to identify

training opportunities.

Keep abreast of corporate and client policies, guidelines, and procedures; making appropriate changes to training

materials on an as needed basis.

WELLS FARGO & CO. N.A

San Antonio, TX

Consumer Loan Underwriter II 08/2009 to 02/2012 Underwriting of hardship/default loans and servicing Work

with NACA and other escalated issues Analyze credit

risk Customer outreach events such as NACA and Home Preservation events Restructure payment plans; and

assist in handling workout and restructuring of problem loans.

Monitor adherence and quality with investor guidelines Collaborate and communicate with other default teams in

various locations Maintain conformity and consistency.

Adhered to all federal and state compliance guidelines relative to retail mortgage lending

Interviewed an average of 60 mortgage loan applicants per month.

Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.

Educated customers on the variety of loan products and available credit options.

WASHINGTON MUTUAL / CHASE

01/2007 to

San Antonio, TX 01/2009

Loss Mitigation Risk Containment Specialist

Processing housing and small business loan applications from preliminary application to closing.

Reviewing loan applications to assure comprehensiveness and accuracy of data by confirming information listed

on applications and obtaining supplementary documents

Created financial analysis reports of commercial real estate, borrowers' financial statements, lease reviews and

market research.Determine the ratio of debt between the home mortgage /small business.

Resume: DeAnna "Dee" Hill lines of credit and credit worthiness of the borrowers.

Examine, estimate and suggest authorize approval of applications for combo (home& small business)loans

and prepare loan packages (up to $800,000) for assessment by major private investors. Served as a subject

matter expert for Underwriter I Executed the loan origination process, including ordering credit reports,

appraisals and preliminary title reports.Provided expert financial advice on mortgage and both educational and

personal loans.

SBA ARC LOAN PROGRAM

San Antonio, TX

Transition Coordinator/Processor 01/2009 to 08/2009

Lead project conversion of AUCS (Application Underwriting and Compliance System) to a web based model

used by JP Morgan Chase Maintain appropriate records.

Handle telephone, mail and in-person inquiries.

Rapidly learn and master varied computer programs

.Performed ceiling maintenance of the Treasury Management Auto-pay product.

Complete closing requirements by collecting and verifying loan information; entering loan information

in database.

Effectively managed more than 150 client relationships. Analyzed applicants' financial status, credit and

property evaluation to determine feasibility of granting loan.

WASHINGTON MUTUAL/JP MORGAN CHASE

01/2006 to

San Antonio, Texas 01/2007

Consumer Relations Banker

Review loan file to verify procedures per guidelines.

Makes intro call to verify loan details and requests additional documentation if necessary.

Reviews all documents retrieved against those requested, analyzes for accuracy and/or errors.

Making right party contact within allocated timeframe and setting customer expectation for document delivery

date.

Manage pipeline of loans within required performance standards within closing and rate lock expiration time

frame.

Guarantee on time closing by completing all required pre-closing steps; preparing file for closer within required

performance standards.

Obtain and review customer documents, and clear conditions commensurate with authority level.

Ensure integrity of all data and process inputs. Order necessary documents and follow-up with

vendors/third parties to obtain in timely manner. Submit loans to underwriting for conditional

review and full approval upon receipt P.

LIFE CARE HOSPITAL

New Orleans, LA 01/2005 to 01/2006

Staffing Coordinator

Recruited and prescreen candidates for healthcare supp ort positions Scheduled staff according to patie

rate Maintained candidate database to ensure the flow of qualified individuals.

Maintained personnel files that include background checks and references.

BELLSOUTH TELECOMMUNICATIONS

01/2003 to

San Antonio, LA 01/2004

Sales and Support Representative

Required knowledge of commonly used concepts.

Solved basic customer issues or route calls to subject matter experts.

SEARS NATIONAL BANK/CITI BANK

01/2001 to

San Antonio, LA 01/2003

Consumer Credit Underwriter.

Review credit applications for approval based on financial power and credit.

worthiness.

Performed daily maintenance of the loan applicant database.Analyzed applicants' financial status, credit and

property evaluation to determine feasibility of granting credit.

EDUCATION

2000

BACHELOR OF SCIENCE: BIOLOGY

Southeastern Louisiana University, Hammond, LA, USA

DELGADO COMMUNITY COLLEGE Associate of General Studies 1998

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