Customer Service Sales

Cheryl J. Cothran

*** ****** **** *****

Lexington, SC 29072

803-***-**** *************@*****.***

CAREER SUMMARY

A detailed-oriented financial services professional with diversified experience in banking, customer service and mortgage loans. Excels in engaging the customer, determining needs and implementing solutions. Experience training and supervising peers and taking on additional responsibilities. Strengths include creative thinking, organization and strong bank knowledge. A highly motivated and dependable individual who works well independently and in a team environment.

PROFESSIONAL EXPERIENCE

TIME WARNER CABLE, West Columbia, SC 2008 – 2009

Telesales Representative

Inside sales and customer service. Handled inbound customer calls and concerns, inbound calls from prospective customers and made outbound marketing calls. Discussed customer needs and matched with appropriate cable, internet and telephone products. Met and exceeded sales goals and performance objectives.

Recognized for processing a much higher than average number of work orders effectively and displaying a high level of professionalism when responding to phone inquiries.

Handled benefit questions, troubleshooting and expanding services. Provided accurate and clear information to customers and received high customer service scores.

THE MORTGAGE GROUP/CAPITAL CITY MORTGAGE, Irmo, SC 2006 – 2007

Mortgage Loan Originator

Originated mortgage loan applications through use of predictive dialing system over the telephone and computer. Met and exceeded company goals.

Consistently recognized as the top producer in loan closings and in originating the most loan applications.

Selected to supervise and trained new employees.

Recognized for the ability to effectively interact with customers to resolve conflict or grievances and negotiate agreements effectively

EMMCO, LLC, (Formerly HOMEGOLD FINANCIAL,) Lexington, SC 1999 – 2006

Mortgage Loan Originator 2002-2006

Initiated sales by phone from outbound call center utilizing predictive dialing system through computer.

Recognized as top producer in loan closings.

Recognized with “Highest Hitter” award for amount of quality mortgage loan applications submitted.

Loan Officer 2002

Performed client prospecting, established client relationships, gathered information for underwriting, and completed loan applications with clients. Structured loans to meet the needs of clients. Managed all follow up and documentation and oversaw loan stipulations.

Excelled as Leading Sales Volume Achiever and major contributor to helping team consistently achieve team performance goals.

Assisted customers in securing lower interest rates on accounts and transferring balances from higher interest rate accounts, often saving customers 5-10% interest on outstanding loans.

Cheryl J. Cothran Page Two

EMMCO, LLC, (Formerly HOMEGOLD FINANCIAL) continued:

Mortgage Loan Originator 1999 – 2002

Initiated sales and telemarketing from outbound call center, utilizing predictive dialing system on computer.

Top producer for monthly loan closings and leads per hour, consistently exceeding goals.

Selected to supervise team members in setting and achieving production goals, contributing to the consistent achievement of top producing department.

RBC ENTERPRISES, Columbia, SC 1998 – 1999

Telemarketing Representative/Supervisor

Managed Outbound calling from call center to book tours at various vacation resorts.

Recognized for engaging customers and helping to resolve financial issues and create solutions that led to high sales goal attainment.

EDUCATION

BA, Psychology/Minor In Sociology, University Of South Carolina, Columbia, SC, 1983

LICENSES HELD

Former FINRA 6, 63, Life, Accident and Health Insurance Licenses

COMMUNITY REINVESTMENT

Member of Midway Elementary School PTA

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