Customer Service Management
Resume:
Shannon Gorham
*********@*****.***
Mortgage industry professional with 12 years of outstanding account
management and excellent client relation skills
Experience and Responsibilities:
L S I, A Lender P rocessing Services Company
700 Che r r ington Parkway, Coraopolis, PA 15108
2005-2014
Cl ient Relationship M anager- June 2011 – J anu a ry 2014 (Telecommuting)
Oversight and management of overall relationship between lender account
base, sales, and operations
On-site visits for client meetings and social gatherings
Documentation and maintenance of all relevant communication with client,
sales and operations which included: client concerns, process changes, tracking
i nitiatives, order volumes, and performance metrics
Responsible use of corporate credit card and company-provided iPhone
Cl ient Service M anager- July 2010- June 2011
Assigned a more challenging account to improve performance and increase
client confidence
Decreased quality complaints by 28%
Subsequently assigned other higher profile accounts
Team leader of between 6 and 10 employees, including off-site employees
Project M an ager/Tra iner- October 2009-July 2010
Creation of monthly client performance reports
Successful management of client order instructions
Creation and management of weekly email t rainings including distribution of
materials and follow-up with all appraisal division staff company-wide
Creation of training programs designed to improve staff knowledge of updated
standard operational procedures and various workflows
In-depth t raining of new hires on appraisal workflow
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C l ient Service M anager - 2005-2009
Managed large account in appraisal/evaluations division
Lead over 20 direct reports, including 2 supervisors and 1 off-site employee
Interfaced with employees, peers, Sales, IT, Human Resources, senior
management and reported metrics and goals on a daily/weekly/monthly basis
Interfaced at the client level with team leads, management, senior
management, I T on daily basis
Interfaced at vendor level with appraisers and real estate agents from across
t he country
Performed interviews and coordinated t raining for new hires
Internal applications training facilitator for class of 20-25 new hires
Relocated from Milford, MA office (see below) to Pittsburgh, PA
Performed frequent on site client visits and quarterly reviews
Increased market share based on team's performance in meeting and exceeding
service level agreements
M a rket I n telligence, F idelity National I nformation Services
37 Bi rch Street, M i lford, MA 01757
2001 – 2005
Service Center Supervisor
Oversight and supervision of call center environment of approximately 20
employees
Assisted Director of Client Care to facilitate department restructure, t raining,
system changes
Liaison with IT, upper management and all departments to assist in creation,
UAT, and roll out of new application
Created 100+ page t raining manual on system application and department
p rocess
Created and implemented Weekly Performance Audit to provided feedback to
i mprovement of service levels for each employee
Maintained a 90% service level or better call center environment
Newman Communications, I nc.
214 Lincoln St., Allston, Massachusetts 02134
2000 – 2001
Account Coordinator
Responsible for the execution of all radio, television, and print
i nterviews for nationally-recognized author-client base
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Processed and confirmed an average of 30 booking sheets per day
Maintained schedules and client contact information of over 75 guests
Distributed daily reports to coworkers, Assistant to the President, and
CEO
Maintained strong client relationships by constant communication via
phone and e-mail
Toyota/Lexus F inancial Services
1500 West Park D r ive
Westborough, M assachusetts 01581
1998 – 2000
Lease I nsurance Clerk
Corporate-consumer liaison responsible for t roubleshooting insurance default
l ist for over 300 accounts
Problem resolution on lease insurance for over 24,00 accounts
Correspondence with insurance agents, company representatives, customers,
dealers, and representatives from Iowa home base
Transmit policies and forms to dealers, customers, and agents
Cleared financial accounts and post overages to dealer reserves
Customer service relative to Registry of Motor Vehicles for Massachusetts and
Rhode Island
Filed all necessary forms to complete excise tax refund process
Computer Skills:
Word, Excel, Power Point, Outlook, Access, OneNote, web based applications, secure email applications
for two of the largest worldwide lending institutions
Education:
Worcester State College
Chandler Street
Worcester, Massachusetts
Transfer student, continuing education
Major in Sociology, 1998-2000
Coastal Carolina University
Conway, South Carolina
Major in Early Childhood Education, 1996-1997
Major in Sociology, 1997-1998
Holy Name Central Catholic High School
114 Granite Street
Worcester, Massachusetts 01604
1992-1996
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Continuing Education:
Big Data for Better Performance –Open2Study – Completed with 90% average
Statistical Learning - S tanford
Awards/Recognition:
Various business seminars including Dealing with Difficult People, Coaching and
Teambuilding for Managers and Supervisors
PIP-Partners in Productivity: Awarded for suggestion to increase customer service by
i ntegrating a new phone system to link branches with Toyota’s Iowa Financial Service
Center
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