Customer Service Representative

Kelly K. Muehlnickel

**** ********* **. *** *****, IL 60451

Cell 815-***-**** Email ************@*****.***

Respected Operations Professional with over 10 years of experience in positions of increasing responsibility with proven results in leading operations teams to exceptional production, quality and service. A successful decision-maker who achieves goals through effectively analyzing, planning, organizing resources and communicating direction. A team player who works well with cross functional teams.

AREAS OF EXPERTISE

Staff Management/Performance

Audit Procedures and Processes

Team Building & Leadership

Project Management

Capacity Planning

Banking Products & Services

Process Improvement & Redesign

Employee Development

MS Word, Excel

PROFESSIONAL EXPERIENCE

Washington Mutual, Lombard, IL May 8, 2005-April 2008

Sr. Loan Processor May 8, 2005-April 2008

Maintained a pipeline of 70-90 files

Help Management with Escalation calls

Train New Employees how to do Purchase Loans

Lenders Service Representative, Consumer Lending November 2001-April 2004

Customer Service Professional with strong inbound and outbound call center experience with the ability to

diplomatically resolve customer concerns. Proficient in Professional communication with customers allowing

them to express their questions and concerns.

Correspond with lenders about products offered

Calculated and confirmed pricing for loans that would be purchased by the company.

Answered questions in regards to the sale of loans

Customer Service Representative, Consumer Lending

Independently managed the Site Support team with an average staff of 25 through organizing, overseeing and directing day to day operations. Responsible for informal and formal performance feedback, forecasting volume, capacity planning, developing production processes and ensuring productivity goals were achieved.

Reduced backlog of adversed files from 6 months to 5 days by restructuring the process flow and executing on the implementation of a system generated report for reconciliation

Utilized performance management tools and techniques resulting in a productivity increase of 35%

Created procedures for all support functions to ensure consistency and cross trained all employees to maximize resource allocation

Selected to take lead on multiple special projects due to overall leadership, business knowledge and attention to detail

As a member of the Employee Events Committee formed a specialized team charged with finding opportunities to reduce cost resulting in an estimated annually saving of $10K

Senior Specialist, Consumer Lending

Customer Service Professional with strong inbound and outbound call center experience with expertise in diplomatically resolving customer (Correspondent Lenders, Account Executives, Mortgage holders and 3rd party vendors) concerns ensuring customer loyalty. A consistent top producer with exceptional quality.

Effective and timely resolution of range of customer inquires resulting in over 2000 calls per month and average call monitoring score of 99.75

Training, coaching and mentoring skills contributed to the permanent placement of 10 employees

Selected to take lead on special assignments due to an open, cooperative and team oriented attitude

Successfully completed ongoing training in customer service, product, pricing and services

Kelly K. Muehlnickel PAGE 2

PROFESSIONAL EXPERIENCE

(Continued)

Washington Mutual, Continued

Team Lead, Loan Servicing

Motivated and assisted in the supervision on an inbound call center with average staff of 60 full time employees. Responsible for performance management, training and overseeing day to day operations. Expertise in loan servicing of assumptions/modifications, collections, taxes and escrow.

Acted as a liaison between supervisors, homeowners, call center staff and 3rd party vendors

Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching and training

Monitored interaction between staff and callers to ensure adherence to quality assurance standards

Expedited and facilitated the escalation customer service concerns

Monitored Servicing Representatives calls for accuracy and compliance

Production Assistant, Retail Lending

Initiated loan fulfillment process through classifying loan documents and collaborating with 3rd party vendors to ensure timeliness of loan process and funds. Responsible for accurate data entry, document verification and communication with loan originators.

EDUCATION

Lincoln-way Central High School

Joliet Junior College

COMMUNITY INVOLVEMENT

Church Office Volunteer at Peace Lutheran Church

Volunteer at School in Class room and making copies

Champeron on Youth Misson Trip at Peace Lutheran Church

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