Customer Service Human Resource
Resume:
Alicia L. Hogan
*** ****** **** ****** *** ***
Montgomery, AL 36116
**********@*****.***
Overview
Driven professional with extensive customer service experience, strong organizational skills and attention
to detail. Ability to perform in a multi-task environment highly organized and prioritizes multiple on-
going projects. Clear and effective communicator with demonstrated writing, speaking and editing
capability. Strong understanding and proficient use/experience with all Microsoft Office Suite
applications.
Education
Bachelor of Science, Human Resource Management, Faulkner University, Montgomery, AL 2010
Experience
Underwriter Team Manager, AHFA, Montgomery, AL
Dec 2010 – Present
Underwrite and review submitted files to ensure loan requests meet program specifications.
Communicate decision (approval, suspense, denial) to appropriate individual. Use operational audits
and yearly compliance to gauge performance. Work with underwriting team on difficult loan decisions
and complies with US Treasury guidelines. Schedule and conduct employee meetings to discuss
operational issues and direction. Conduct quarterly performance reviews and on-going performance
feedback to direct reports. Utilize reports and other systems to manage pipeline of team. Maintain a
high level of customer service and communication with other departments. Maintain associate
handbook with new updates/changes to underwriting guidelines.
Administrative Human Resource Assistant, Advance Alabama, Montgomery, AL
Aug 2007 – Sept 2010
Assisted Human Resource Manager in all human resource matters, such as talent acquisition process,
employee relation issues, performance reviews, terminations and disciplinary actions. Maintained
employee files and database. Assisted with payroll information as well as distributed paychecks.
Conducted new hire training orientations. Resolved employee complaints and provided employee
relations ensuring company policies and practices are used in resolution process. Demonstrated high
level of multi-tasking and assisted with communication of benefit programs; updated/changed as well as
performing general clerical duties. Kept abreast of significant laws and regulations to provide
appropriate ongoing assistance.
Processing Specialist II, Regions Mortgage, Montgomery, AL
Foreclosure Referral Department Jan 2002 – June 2004
Responsible for checking company e-mail for new referrals and opening new files and determining
priority files by analyzing work list assigned. Updated information into several client systems, and
retrieved missing information for files. Responsible for sending new referrals to attorney assigned for
review. Obtained missing information requested by attorney after review, and update client and internal
system accordingly.
Processing Specialist II, Regions Financial, Montgomery, AL
Real Estate Collateral June 2004 – July 2007
Implemented checks to various county courthouses for the recording of security instruments. Conducted
review of titles for exception and tracked documents with county recorder’s office.
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