Sales Customer Service

MATTHEW BROCK

*** ****** ******, ****** **, ***** 916-***-**** ********@*****.***

Professional Summary

Results-oriented outgoing sales professional with a combined 17+ years of inside and outside sales experience. Self-motivated and self-directed. Known for superior oral and written communication with stake holders as well as team. Provide impeccable customer service to business partners and clientele. Previous operations and management professional with accomplished qualifications in customer and staff satisfaction, sales performance, and mastering new, high-stakes challenges.

Experience

WELLS FARGO HOME MORTGAGE

HOME MORTGAGE CONSULTANT NOVEMBER 2011 - PRESENT

•Originated new business via referral sources, business partnerships, and cold calling. Drove ownership of the loan process from start to finish by working with processors, underwriters, title companies and closing agents through the complex process and issues by setting clear mutual expectations up front and encourage mutual feedback throughout the process. Found creative solutions to assist clientele using a consultative sales approach. Used CRM reporting to seek new client opportunities through prospecting and follow up during downtime.

Prospect and generate loans through direct business to business prospecting, including cold calling and door knocking

Achieved sales objectives through promotion of product features and benefits to centers of influence and business prospects, including B2B and B2C

Support and train all new hires on company systems, loan processes/procedures, and how to build relationships in the marketplace with realtors and business partners

Subject Matter Expert on company loan products, services, policies and procedures, and underwriting requirements

Maintained an average 90% or above on customer satisfaction surveys during tenure

Deliver successful ‘lunch and learns’ with business partners to deepen relationships and grow book of business

Regularly attend Folsom Chamber events in order to positively represent WFHM and the market with the local community

Develop and maintain a high degree of visibility for WFHM in the marketplace while complying with all Federal and State compliance policies and adhering to HMDA requirements

BANK OF AMERICA

LOAN OFFICER JULY 2006 – NOVEMBER 2011

•Build, manage and maintain qualified database of clients/prospects that align with the business opportunity in my market. Sell Bank of America products and services and the value it brings to clients and business partners by helping achieving their business goals. Utilized a client centric business approach motivated by a desire to discover the client’s needs. Worked directly with dedicated strategic business partners to effectively manage and grow my business through market penetration.

Achieved local, Regional, and National level recognition for Customer Service Excellence

Responded to customer inquiries and referrals that are generated from both personal contacts as well as other Bank of America business channels

Conducted sales interviews with prospective borrowers in order to analyze financial and credit data, determine customer financing objectives, advise customers of product/pricing policies and guidelines, and gather any additional required information

Delivered exceptional customer service by maintaining thorough knowledge of lending programs, policies, procedures, and regulatory requirements

Inform prospective and existing customers of BofA programs, rates, policies, underwriting requirements, and loan procedures. Analyze detailed financial and credit data, matching customer needs with an appropriate loan program and level of risk

SLEEP TRAIN

ASSISTANT SALES MANAGER MAY 2004 – JULY 2006

•Responsible for day to day store operations and management, including training and supervision of a sales staff of eight, coaching underperformers, scheduling. Ordered supplies and inventory. Managed store inventory control. Coached and developed a results-focused sales team through activity and effectiveness based coaching. Led daily, weekly, and monthly meetings on sales goals and expectations. Supervised profit –and-loss control, daily deposit verifications, and monthly cash audits.

Mastered position quickly; promoted to Management position within first year

Met or exceeded all sales goals set by department and supervisors

Created detailed sales action plans which assisted in the coaching of sales staff to improve performance to over 95% attainment in customer satisfaction and 15% increase in sales

Drastically reduced staff turnover from 18% to 6% through direct and honest management philosophy with emphasis on professional development

Resolved customer concerns in a timely and empathetic manner

Education

ALLAN HANCOCK JUNIOR COLLEGE, SANTA MARIA, CA.

MAJOR: BUSINESS ADMINISTRATION

Professional Certifications/Training

Freidman Sales Training Course

Freidman Sales Masters Camp

Sleep Train’s Masters of Management Program

Advanced Selling I & II

References

Available upon request

Contact this candidate