Customer Service Manager
Resume:
SHANNAHN A. FILS
Powder Springs GA *****
********.****@*****.***
PROPERTY MANAGEMENT PROFESSIONAL with extensive experience with Marketing and Management of REO property. Comprehensive knowledge of housing principles and practices and applicable federal, state, and local laws and regulations. Excellent written and verbal communication skills. Great ability to multi-task while maintaining close attention to detail.
Professional Experience
7/2016 – Present Sage Acquisitions MARIETTA, GA Contract Review and Closing Specialist
Coordinate with closing agents, closing attorneys and HUD representatives to ensure closing documentation is accurate and timely.
Review contracts submitted by Selling Agent and confirm the accuracy of earnest money, proof of funds, and pre-qualification letters.
Forward contracts to HUD approved signer for final review, signature and step promotion
Upload approved Contracts to P260 portal.
Ensure that closing documents are accurately signed and electronic signatures are submitted through HUD approved sites (DocuSign, E-sign).
Alert Selling Agent of errors and ensure receipt of corrections within 1 to 2 business days.
Review Deed and preliminary HUD-1 settlement statement for accuracy.
Provide weekly report to COR on each closing, document any discrepancies or errors and note resolution.
Perform final QC of files to ensure all documents are included, in proper order, scanned and uploaded to P260 in a timely manner.
1/2016 – 7/2016 MB Field Services ATLANTA, GA Property Preservation Coordinator
Manage a portfolio of FHA, USDA, Fannie Mae, VA, Conventional, Freddie Mac and private Investor property loans.
Access client site for loan evaluation
Assign and review work order results per investor requirements
Obtain bids for repairs, approve bids, and submit bids to clients for approval
Work with in client guidelines to preserve and convey properties
8/2013 – 1/2016 OFORI & ASSOCIATES ATLANTA, GA Marketing Specialist
Analyze property conditions to develop a marketing strategy for the pricing and disposition of each property
Ensure that the cases are listed correctly and are reanalyzed in keeping with the HUD-approved Marketing Plan
Review Inspections, Property Condition Report (PCR) and Appraisal to ensure that listing is correct, and that property is in show condition before a disposition is created for posting on the bidding website to reduce the risk of loss to HUD and to the AM
Carefully manage HUD special programs, correct listing and maintenance of properties available to approved non-profits
Conduct reviews of all listings to ensure that proper documentation, photos and/or disclosures are posted
Accurately update all required data entry systems
2010 – 7/2013 COOPER-CITIWEST, JV ATLANTA, GA Property Manager
Manage a high-volume property inventory for company with government contract
Resolved an average of 550 inquiries per week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
Reviewed property conveyance conditions to determine services and repairs needed to bring property to ready to show/market ready condition within timeframe designated in HUD
Responsible for soliciting, negotiating and approving bids from vendors for large renovation projects that were over property preservation monetary limit
Acted as direct contact for officials at HUD
Reviewed external contractor’s applications to confirm that they have required licensure and valid insurance coverage
Reviewed completed work to confirm that it was completed accurately and within the required timeframe
Head of crisis resolution team designated to repair and abate hazards in properties that sustained damages from vandalism, flooding, fires and severe weather
2007-2010 (Seasonal) 3d ACCOUNTING SOLUTIONS, INC SMYRNA, GA
Customer Service Representative/Assistant Office Manager
Handled a high volume of incoming/outgoing calls in a deadline driven environment.
Developed computerized system to track client calls and appointments
Documented customer contact
Handled customer inquiries, complaints and billing issues
Increased firm’s new customer base by 25% this tax season by participating in sales outreach campaign
Developed time saving tax preparation package which decreased wait and tax processing time.
Trained and monitored staff performance
COMPUTER SKILLS
Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) Yardi/ P260 TenD Property Management System Aspen Grove Property Xact PRM Web Direct
Education
Kennesaw State University – Communications Major
Completed 90 credit hours towards Bachelor’s Degree
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