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Customer Service, Call Center

Location:
Concord, New Hampshire, United States
Posted:
December 10, 2018

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Resume:

Jennifer Doiron Pettigrew

** ***** **, ******* ** 03303

603-***-****(cell) 603-***-****(land) ac7xas@r.postjobfree.com

Core Competencies

Time & Task Management

Call Center – help desk

Management – business owner

Customer Service & Issue Resolution

Superior Negotiating & Communications

Written & verbal skills

Personal summary

Organized, creative, friendly professional who uses outstanding written and verbal communication skills to build excellent relationships, solve problems, and meet or exceed goals.

Skilled at team collaboration while working independently in remote environments.

Professional Experience

Restaurant Co-Owner - Northfield, NH 2013-2017

Dipsy Doodle Dairy Bar

Managed day to day activities for a seasonal restaurant. Hired personnel, managed supplies, advertising, accounts payable and receivables, and payroll. Worked extensively with customers at the front of the house and dealt with all customer and vendor issues. We won numerous awards for our products and customer service

Merrimack Mortgage - Manchester NH 2010-2015

Secondary Marketing Analyst I/Lock Desk

Front line for secondary help desk issues. Helped maintain conduit relationships to maximize product penetration and profitability for mortgage banking company with $1 billion in annual business. Effectively managed and mitigated interest rate risk and created detailed reporting functions to further reduce financial risk. Developed lasting alliances with mortgage companies. Interacted with 100+ sales and support staff members. Located product possibilities and scenarios with unique pricing or loan team needs. Filed and tracked Rate Lock reports for investors. Expertly negotiated and resolved customer service and other issues.

Citizens Bank – Manchester, NH 2006-2010

Floor Plan Examiner

Auditor assigned to audit automobile dealerships with established floor plan lines of credit. Responsible for gathering and reconciling necessary information from dealership office and sales staff to verify compliance.

Key Achievements:

Successfully completed and reconciled audits located in 11 states on a monthly basis, including Physical, Title, and Book audits. Developed independent time management resources.

Demonstrated the ability to deal with a wide range of dealership take overs and out of trust dealerships.

Citizens Mortgage Corp – Manchester, NH 1991-2005

Whole Loan Trader/Lock Desk

Built and maintained conduit relationships to maximize product penetration and profitability for mortgage banking company with $1 billion in annual business. Effectively managed and mitigated interest rate risk and created detailed reporting functions to further reduce financial risk. Developed lasting alliances with mortgage companies. Interacted with 200+ sales and support staff members. Located product possibilities and scenarios with unique pricing or loan team needs. Filed and tracked Rate Lock reports for investors. Expertly negotiated and resolved customer service and other issues.

Key Achievements:

Successfully managed $300 million pipeline in the extremely volatile bond market of 2003; achieved respectable returns when most companies faced substantial losses.

Surpassed expectations by maintaining a strong pipeline despite the many refinance booms of the mid-1990s and early 2000s.

Demonstrated superior commitment, dedication, and talent during two major company buyouts; managed relationships and mitigated risk as the company doubled in size.

Developed all policies and procedures for the Secondary Marketing Department Lock Desk; provided training and supervised Rate Lock functions.

Contributed toward company growth and improvement by actively serving on four software conversion teams during tenure.

Technical Skills

Customer Service, Microsoft Office, Google Docs, Multi Tasking and Time Management, Adopting new technologies



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