Manager Customer Service

ANNETTE M. RAMOS

**** *.*. *** ****** #*** Hialeah, Florida 33015 786-***-****

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

SUMMARY

Experienced department manager skilled at developing and implementing solutions to continually exceed client and management expectations. Efficient in creating departmental procedures, guidelines and new products benefiting both the customer and the company. Extremely organized and able to prioritize daily responsibilities resulting in surpassing company goals and providing exceptional customer service . Proficient leader able to motivate employees for success.

PROFESSIONAL EXPERIENCE

Reliable Lien Search / Cooper City, Florida 2012-2018 Department Manager

Responsible for creating and implementing departmental procedures in order to produce efficiently; eliminating over time and increasing productivity making it possible for the department to acquire additional responsibilities. Managed a team in providing clients with quality products in a timely matter.

Created a new platform for client products and services resulting in higher company profits.

Reduced overdue files by 95% .

Provided quality products to maintain 100% insurance claim free files.

Constantly updated my team on ever changing laws and estoppel regulations.

Acted as the go to person for all escalated issues and resolved them above the clients expectations. .

Accurately invoiced an average of 125 files a day in Quick Books.

Provided monthly account statements electronically and responded to all accounting concerns.

Reconciled client accounts insuring payments were applied accurately.

Collected on delinquent debt, creating repayment options beneficial to all parties.

Served as a Marketing Representative which included attending seminars, client training courses and making office visits to educate on the importance of our services.

Negotiated claims against the company with municipalities reducing and or eliminating out of pocket expenses.

PHH Mortgage / Jacksonville, Florida 2011-2012

Seasonal Employee

Loan Processing Assistant

Assist loan processors in satisfying conditions to meet underwriting guidelines. Supervisor

Manage a team of Loan Processing Assistants to provide communication and rate lock audits for all the sources serviced by PHH Mortgage.

ANNETTE M. RAMOS PAGE 2

Reliable Lien Search / Miramar, Florida 2010

Quality Control Specialist

Resourcefully audit and guarantee municipal searches for city / county violations and future liens in a timely matter.

Met and exceeded daily productivity.

0 percentages of files submitted for a claim against the company. Florida National College / Hialeah, Florida 2010

High School Recruiter

Coordinate appointments with high school students and families to visit the facility for possible future enrollments.

Council on Litigation Management / Plantation, Florida 2009 Consultant / Project Manager

Efficiently reported Continuing Education Credits to 15 states, within government time lines, for hundreds of professionals holding an insurance adjusters license. Condotel Capital / Las Vegas, Nevada 2009

Operations Manager

Led a team of processors to successfully process over 1,400 loan applications within 90 days. Ensuring government guidelines and contract time lines are met. CITIGROUP (FKA ABN AMRO MORTGAGE GROUP INC.), Sunrise, Florida 2001 - 2007 Mortgage Supervisor Consumer Lending (2005 - 2007) Oversaw Consumer Lending fundings of up to 1000 applications a month. Managed a team of mortgage professionals, standardized departmental process repeatedly surpassing monthly KPI’s, therefore exceeding client’s expectations and enabling employees to meet quarterly smart objectives. Direct report to a First Vice President. Resource Coordinator (2003 - 2005)

Served as liaison for sales, operations and retail branches. Active participant in Senior Management meetings, influential contributor to the Consumer Lending Departments implementation and successful launch. Ensured a smooth transition of new and existing applications to be processed within the new department. Title Curator (2001-2003)

Effortlessly examined residential real estate titles which ensured accurate lien position contributing to the deliverance of salable loans. Appropriately prepared legal documentation for county recording including, subordination agreements, lien releases and applicable affidavits. Mortgage Consultant (2001)

Generated new business best suiting the needs of new and existing clients by providing custom loan products. Guaranteed reoccurring business and new referrals by providing exceptional client support/customer service. Maintained application pipeline ensuring efficient processing and client expectations were met.

COMPUTER SKILLS: MS Word MS Excel MS Outlook Google Chrome Quick Books

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