Customer Service Manager

SHELLEY CARRICO

Elyria, OH ***** ● 440-***-**** ● **************@*****.***

CAREER SUMMARY

Administrative professional with diverse experience. Reliable and detail-oriented individual with highly developed communication skills and with experience in meeting deadlines and delivering high quality customer service.

Expertise and skills:

Management/Supervision

Microsoft Word, Excel, Power Point, Sharepoint,

Research/Verification

Lot Splits and Plats

C++, Visual Basic, JAVA

Title Examination and Title Production

Auditing

Softpro

Titlescan

Business analysis

Title Officer

DataTrace

Titlepoint

PROFESSIONAL EXPERIENCE

FIDELITY NATIONAL FINANCIAL, Macedonia, OH 2018

Supervisor/Senior Title Examiner- Kansas/Michigan/Missouri Production Services

•Commercial, Residential and Acreage Searches- Responsible for single seat searches for Michigan and Kansas including searching, typing up Title Search Report and Invoicing.

•Responsible for reviewing vendor package searches for accuracy, following best practice guidelines, and all search standards were met.

•Responsible for performing updates for all previous searches

•Responsible for invoicing for Direct searches and vendor invoicing on search packages.

FIRST AMERICAN TITLE INSURANCE CO., Cleveland, OH 2007 – 2018

National Production Services-Automation-Associate Business Analyst

•Automated Title Product Tax Research – responsible for the review and set up of tax research in 12 states for Automated Title Product project

•Responsible for Business Rule Management System rule creation and updates, testing of rules, walkthrough creation and Automated Title Product workflow set up

•Provided analysis on rule functionality and process improvement.

•Provided guidance for 5 production team members through daily stand up calls

•Provided analysis for Automated Title Product State Rollout project- rule functionality, process improvement.

National Production Services-Default Senior Title Examiner

•Quality Auditor for Default Department-responsible for the review and communication of errors on 20+ orders daily to the production teams

•Assist with training of new employees specifically in FAST file management

•Documentation of process and procedures.

•Licensed Missouri Title Officer responsible for reviewing 20+ Missouri orders daily for state compliance errors

•Resolve complex title issues on 40-50 files daily in tandem with global production teams and internal customers

•Cross trained in the following processes: Tax, Policy Procurement, Underwriting and Policy Production

Page 2 - Shelley Carrico Elyria, OH 44035 ● 440-***-**** ● **************@*****.***

(Continued - First American)

Equity Loan Services Supervisor

•Headed US Bank Project within 1 week of starting position

•Supervised 25 + employees in 4 departments-tax, legal and vesting, production and policy

•Developed and presented Turn Around Times and other reports to upper management

•Performed weekly Supervisor Reviews for 25+ employees and monitored production logs to ensure production and error goal rates were met.

•Priority Order Contact for other Customer Account Managers

•Collaborated in establishing guidelines for priority customers such as Bremer Bank and US Bank

Equity Loan Services Production

•Helped establish guidelines for commercial department

•Resolved complex title issues for manager including a 20 parcel commercial file

•Customer Account Manager contact for complex title issues

•Performed tax searches for commercial Michigan orders

•Established guidelines for Loss Mitigation Department

•Performed Oceans Bank and National City Bank Rechecks on 10+ orders daily

•Performed audits on offshore searches on 20+ orders daily

•Performed commercial searches for at risk customers

SURETY TITLE AGENCY, INC., Cleveland, OH 2003-2007

Service Department Manager

•Managed daily operations of service department including invoicing, order entry and preparing documents for recording.

•Provided clerical assistance to General Counsel Attorneys

•Responsible for ALL RTA Euclid Corridor Project easement filings

•Provided customer service to lenders, private clients and outside attorneys

•Performed exam services for clients such as tax and legals, researching title issues and providing information pertaining to title closings

MIDLAND TITLE SECURITY (nka First American Title), Elyria, OH 2000-2003

Title Examiner – Service Department

•Provided customer service, prepared filings and orders for title examiners

•Typed commitments for lenders and realtors

•Prepared lot splits for submission to Planning Commission, Tax Maps and the Recorders.

•Performed residential and acreage title exams for clients.

•Filed documents including deeds and mortgages

•Received Management recognition for resolving title issue generated by second title company to ensure that the transaction was completed on time and accurately

EDUCATION

Associates of Arts Degree - Lorain County Community College, Elyria, OH

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