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Customer Service Manager

United States
January 23, 2018

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Resume & Cover Letter Synopsis

Lionel W. Alexander

***** ******* ****, ***# ****

Dallas, Texas 75238

(469)***-**** (Cell#)

Please find my resume enclosed below for your review and /or consideration for employment. I have over (20) years of real estate management, customer service, collections, loan processing, loan origination, and/or loan underwriting experience. I am also experienced with the Credit Card Reform Act, FDCPA collection rules and regulations; loan modifications involving HAMP, HARP, MHA, and/or Conventional Mods; Freddie Mac (LP) Loans, Fannie Mae (DU) Loans, FHA, VA and Conventional Pre-Approvals and Loans Underwriting Approval guidelines as well as the Truth in Lending laws. I am very self-motivated, positive and organized professional team player whom believes in getting the job done in a timely manner within the company’s rules and regulations. I always consider every resource available in resolving customers / company goals and /or issues and concerns. Please give me a chance to further our discussion in the near future if possible.

Thanks for your time and/or consideration. Please contact me at your earliest convenience for more information.


Lionel W. Alexander

Cell# (469) ***-****

Lionel W. Alexander

12993 Jupiter Road, Apt#2216, Dallas, Texas 75238

Cell# 469-***-****; Email:

Summary and Objective: Over (20) years of experience in the real estate management, mortgage banking, Collections, Sales and Customer service industry with strong communication skills with a successful track record. Proficient with AS400, Excel, Power Point, Word and Calyx Points, etc. Experienced in FDCPA, FHA, VA, Fannie Mae and Freddie Mac; HAMP; HARP; Credit Card Reform ACT, etc… To obtain a successful career as a team player in the customer service, sales, real estate and /or technical industry as technician, service representative, property manager and /or management team member if needed.

Professional Experience:

American Family Mortgage - Training / FCI - Dallas, Texas area 2012-2018

Branch Manager / Trainer / Sr. Customer Service Clerk / Inside Sales and Outside Sales Representative / Compliance Training

• Taught mortgage banking: Loan Originations, Processing, Underwriting Credit Pre-Approvals, Customer Service and/or Mortgage Collections

• Work as a researcher for library and education department. Pre-Sold Credit Card Merchants Visa M/C Praetorian Payments Machines

Federal Deposits Insurance Corporation (FDIC) – Dallas, Texas area 2010-2012

Civilian Grade 13 /Contract Oversight Manager / Sr. Project Manager

• Managed, trained, and supervised over (100) ESA environmental engineers, Technicians/Contractors, Customer Service calls, etc.

• Trust agent-compliance auditor and customer service bank claims representative; Residential and/or Commercial Bank Assets / Loans …

• Verified account payables, work schedules, Reporting charts; Real Estate Property Management duties, (Commercial and Residential) etc...

• Certified FDIC Contract Oversight Management course completion GWU! ; $1,000,000’s Asset Management and /or Liquidations Sales!

American Family Mortgage / Benchmark Mortgage –Dallas, Texas area 1998-2010

Senior Loan Officer / Sr. Underwriter /Bank Officer / Branch Manager

• Managed over (50) Loan Officers, Loan Processors, Underwriters, Customer Service, and Sales Associates employees;(VOE, VOD, VOL, Appraisals, Surveys, Title & Taxes Reports, and Insurance Verifications, as well as TIL Laws etc.).

• Experienced in FHA (LP), Fannie Mae (DU), Freddie Mac (LP), and Conventional Loans (DU); also experienced in Commercial Lending

• Experienced in HAMP, MHA, HARP, HSSN & Conventional Loan Mods

• Underwrote or originate, process and/or serviced several thousand real estate mortgage loans (Residential and/or Commercial Assets /Loans)

• Rental Property Management, Collections, Foreclosures, Evictions, /REOs, Bankruptcy and/or Loss Mitigations

• Honorary Chairman of the Small Business Alliance of the Republican Party!

Citi Group Financial Services – Dallas, TX area 1991- 1998

Team Leader/Sr. Collector/Loss Mitigation-Foreclosures & BKR Specialist

• Team lead over (15) Workout Specialists, Loan Servicing, Skip Tracing, Collection Calls, & Letters, Customer service, (FDCPA Cr), Bankruptcy, Repossessions, Foreclosures, Charge-offs & REOs Sales - Asset Management

• Completed 1,000’s of loan modification and helped saved over $1,000,000’s in company losses

• Selected Employee of the Month, Quarter and/or Year 1991 to 1998!

Education: TSU -BBA-Accounting-136 Hrs. ; University of Louisiana AA-Liberal Arts-110 Hrs.

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