Customer Service Manager
Resume:
OBJECTIVE
To secure employment with a stable and reputable organization in which I can grow and become a contributing member who can apply the skills and experience gained over time.
PERSONAL STATEMENT
I consider myself a person who strives to produce work of excellent quality. I’m organized, dedicated and responsible. I believe in being honest and enjoy a team environment but am able to work independently. I am goal oriented, motivated and eager to contribute to an organization who can benefit from my acquired skill set. I count with over twenty years of experience in the financial sector with a concentration in lending.
key strengths
Solid knowledge of lending laws and regulations Excellent verbal and written communication skills Management Reporting Work directly with Internal Audit
Proficient in management functions with the goal of enhancing output production, workflow applications as well as increasing revenue, and profitability.
Adept in researching literature to ensure that we are in compliance with implementing upcoming regulations.
Able to motivate, manage and supervise my staff to ensure an environment conducive to learning and working effectively and efficiently.
manager reference
Julie Canales
District Manager Excel Finance
“Over the time that I have known Olga, I have witnessed tremendous growth in her ability to over-exceed her goals as a manager, and I am certain that the skills and abilities she has developed will allow her to excel at any job.”
PROFESSIONAL EXPERIENCE
Saulsbury Industies Odessa, Texas May 2018- Oct. 2018
Procurement (Buyer/Expeditor)
> Receive purchase orders on a daily basis for ongoing projects and update MSR (Material Status Report) to match all PO (Purchase Orders) information and distribute to project team for tracking update of delivery status of equipment
>Liaison between vendor and Project Team
>Expedite Purchase Orders thru communication with vendors to ensure timely delivery of products/equipment from the time PO is issued until delivery of PO to jobsite.
>Provide detailed communication with Project Team with any issues or delays pertaining to PO’s(very crucial can stop all production)
>Coordinate equipment with jobsite to ensure deliveries are scheduled and properly offloaded
>Strong attention to detail and organizational skills required to maintain timely and accurate report to Project Team on weekly basis per PO
>Maintain timely recordkeeping to ensure proper billing to jobs
>Verify the PO to invoicing/billing for closing of job and accounting accuracy
>Help in inventory, Proof of Delivery at jobsite
West Texas Educators Credit Union, Odessa Texas Nov. 2015- April 2018
Resolution Specialist
Review customer applications to determine credit worthiness and potential approval.
Responsible for handling complaints to ensure customer satisfaction.
Responsible for reaching monthly company-wide established goals including, new loan volume, ensure continued business through repeat customers, sales calls to acquire new clients whereby Excel Finance Company can act as a third party financier.
Supervise a staff of two to ensure they are meeting their complying with regulations, company policies/procedures as well as meeting their established goals while providing excellent customer service.
Make telephone and field calls to attempt to fulfill loan collection.
Conduct a thorough review to ensure loan documentation is accurate and complying with all federal and state regulations as well as company requirements.
Work directly with auditors to provide any and all necessary documentation and information during an ongoing audit
Excel Finance Company, Odessa, TX
MANAGER June 2011 – Nov. 2015
Review customer applications to determine credit worthiness and potential approval.
Responsible for handling complaints to ensure customer satisfaction.
Responsible for reaching monthly company-wide established goals including, new loan volume, ensure continued business through repeat customers, sales calls to acquire new clients whereby Excel Finance Company can act as a third party financier.
Supervise a staff of two to ensure they are meeting their complying with regulations, company policies/procedures as well as meeting their established goals while providing excellent customer service.
Make telephone and field calls to attempt to fulfill loan collection.
Conduct a thorough review to ensure loan documentation is accurate and complying with all federal and state regulations as well as company requirements.
Work directly with auditors to provide any and all necessary documentation and information during an ongoing audit.
Wells Fargo Financial, Midland, TX
LOAN PROCESSOR III / MORTGAGE ASSISTANT May 1996–June 2011
LOAN PROCESSOR III
Loan underwriting for FHA and Conventional including the following duties: document collection and inspection for completeness and accuracy in preparation to submit for review for loan approval; order title work, insurance, and appraisals; verify employment, balance HUD’s and Fee sheet (Good Faith Estimates); provide excellent service to both customers and Loan Officers. Task required multi-tasking abilities between customers, vendors, and lenders.
MORTGAGE ASSISTANT
Assist Managers and Home Mortgage Consultants (Lenders) to prepare necessary documentation and prepare files for submission to the fulfillment center; other duties include; ordering title commitments, appraisals, insurance binders and assist lenders in maintaining status updates of time sensitive documentation. Assisted with interpreting/translating for Spanish Speaking customers.
Miscellaneous duties involved: scheduling appointments, perform account maintenance, assist auditors/examiners with questions, ensure compliance with internal and federal regulations, track documentation for any errors, pending updates and clear any outstanding items; readied forms for scanning for our imaging department, data entry, ordered office supplies, balanced cash drawers; 10-key operation by touch, process accounts payables and accounts receivables, sell new market products, perform collection efforts and provided excellent customer service.
Notable Accomplishments:
Process Form Creation – Contributed towards the development of internal checklists to improve process efficiency.
Reduced Delinquency Rate – Reduced the delinquency rate from 27% to 2% over a two year period through diligent management oversight and effective collection efforts.
Increased Sales Volume – Managed to increase sales profit by 34% year over year for the last two years.
Customer Retention Rates – consistently exceeded the monthly internal requirement rate of 5% for customer retention by performing at levels of 7-10%.
EDUCATION
Odessa High School Graduate
72 Combined College Credit Hours from Midland College and Odessa with concentration in business.
PROFESSIONAL TRAINING
Attended several seminars regarding FHA and VA loans while at Wells Fargo Financial
ACTIVITIES
Past Youth Leader, Participant in Church Choir, Volunteered at Food to Kids organization, Attended & Completed Bible Seminary School
TECHNICAL SKILLS
Experience with Microsoft Office Suite products, specifically with MS Word, MS Outlook and MS Excel.
Proficient with Wells Fargo Financial Loan Platform System (WF used internally developed software)
EMPLOYMENT ~ REFERENCES
Yvonne Garcia, Procurement Supervisor Saulsbury
Julie Canales, District Mgr. Springleaf Financial
PERSONAL ~ REFERENCES
Elena Levario, CPA Cisco Ford Equipment
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