Customer Service High School

Nichole M. Littleton *** Las Palmas Avenue, Sacramento,

CA 95815

916-***-****: Email:

*****************@*****.***

Customer Service Professional

Highly motivated, dependable, personable team player with the ability to

work well in various situations. Strong researching and analyzing skills.

Possess the ability to learn quickly, thoroughly follow instructions, and

complete tasks in a timely manner. Excellent interpersonal communicator

with superior organizational skills. Detailed oriented, with the proven

ability to exceed production standards and excel in a fast paced work

environment.

Skills

Flexible Microsoft Outlook Alpha/Numeric Filing

Able to multi-task Type 50 WPM Multi-line Telephone

Microsoft Word 10 Key by Touch Company Specific

Microsoft Excel Data Entry Software

Motivated

Professional Experience

Loan Officer U.S. Government Loans for Disaster Assistance

. Reviews all pertinent facts needed to make eligibility determinations

by analyzing such factors as the nature and cause of damage, intended

use of proceeds, legislative and administrative loan limits,

disposition of insurance and other recoveries, credit-worthiness and

verification of ownership.

. Investigates and evaluates credit history, cash flow income to

determine if applicant can repay the requested loan.

. Compares loan request to applicant's available income and assets to

determine comparative financial ratio analysis.

. Thoroughly documents system regarding reasons for decisions to

recommend approval or decline of loan and applicable interest rate.

. Accepts full responsibility for maintaining appropriate oral and

written contact with applicant for the duration of processing.

. Maintains accuracy, as well as compliance with agency policy,

regulations, and procedures.

. Uses opportunities for self-learning to continuously develop

processing skills.

ACCOUNT RESEARCH SPECIALIST

. Assisted with servicing of 1st and 2nd conventional mortgage loans

(FHA)

. Researched and analyzed mortgage loan documents and loan modification

documents

. Provided support and answered questions regarding short sale and

repayment plan documents.

. Utilized Net Present Value model

. Provided support to other business units by advising the outcome and

resolution of research

Nichole M. Littleton 968 Las Palmas Avenue, Sacramento,

CA 95815

916-***-****: Email:

*****************@*****.***

. Assisted with research and analysis on forbearance plans and loan

modifications

. Composed business letters to customers reflecting resolution of

disputes, complaints and inquires based on research and analysis

. Processed incoming work within established timeframes and in

accordance with department policies and procedures

. Provided support to assist team members with large workload backlogs

. Completed system maintenance to add, change, and delete data

. Documented actions taken on the system timely and accurately

CUSTOMER SERVICE PROFESSIONAL

. Assisted customers via telephone by answering questions, resolving

problems and processing payment requests

. Navigated through software applications and systems to input and

retrieve account information

. Established quality customer relationships with internal and external

clients and contacts

. Probed for customer clarification to troubleshoot issues and identify

trends to meet customer needs

. Assisted less experienced team members with escalated calls and

unusual and complex issues

. Served as a subject matter expert to interpret company jargon and

documentation to clients

. Processed work using various tools such as system reports, database

software, servicing communication bulletins, and spreadsheets

Employment History

United States Small Business Administration 02/13-04/26/13

ARS-Beutler Heating & Air-McClellan, CA 03/12-08/12

Volt Workforce Solutions- Waste Management- Gold River, CA 04/11- 09/11

Ocwen Loan Servicing/ HomEq Servicing- Sacramento, CA 05/05- 12/10

Bank of America- Concord, CA 11/01- 11/02

Education

High-Tech Institute, Rancho Cordova, CA

Medical Assisting Certificate, 12/16/2004

Jesse Bethel High School, Vallejo, CA

High School Diploma, 06/07/2001

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