Customer Service Manager

BARBARA KING

253-***-**** Cell

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

OBJECTIVES

• Successfully operated my Mortgage Brokerage and Loan Processing Business for 13 years.

• Strong communication skills include: ability to interact in a positive and productive manner, effective listening,

give or take direction, and articulate ideas clearly, write concisely, and make compelling informative oral/visual

presentations from the comfort of my own home office.

• I love to help people! I love people! I love fashion and I'm a fashionista!

• Provide excellent customer service, backed by scores of 95% or higher in random surveys scores.

• Established professional interpersonal skills as well as maintaining integrity of highly sensitive data.

• Very detailed oriented from the beginning to the end of our customer service relationships.

• Accomplished building successful positive relationships. Utilize standard communication procedures for

approvals of funds to purchase supplies, equipment and inventory control for business requirements in the

business industry.

• I'm able to prioritize and multi-task while staying calm under pressure.

• Implement and monitor operating budget, expenses and profit for company(s).

• Knowledgeable in marketing, public relations and diversity awareness

• Demonstrated strategic planning and execution.

• Home Office clerk for various managers.

• Experience working in a fast paced environment that required the ability to change direction at a moment’s

notice.

• Ability to work with and communicate to all levels of employees, customers and executives cross group.

• Experience with supervising, training, coordinating daily business activities and keeping myself and others to

manage time.

• Skills in problem solving, conflict resolution, negotiation, advertising, and telemarketing.

WORK EXPERIENCE

01/07/2013 to 06/2013 – Loan Quality Coordinator / Central Disclosure / The Robert Half International

Run Lock Proofing and Application Summary ( by dates) Reports every morning. These reports provide information

which files to disclose and lock. Disclosing all the Mortgage Consultant’s loan origination's ensuring that the higher

loan amount by printing GFE. If the APR does not increase by more than .125% tolerance we print a TIL. File may go

to docs same day. If the APR goes down by more than .125% tolerance, we do not have to print the TIL. File may go

to docs same day. Lower APR benefits borrower. If the APR is higher by more than .125% then the RESPA

guidelines are in effect, and must be followed. Daily we followed up with locked loans ensuring borrowers programs

are disclosed along with their corrected GFE-TIL disclosures. We communicate and provide excellent customer

service with over 40 Mortgage Consultants; providing them with any questions they may have regarding disclosing,

locking, re-disclosing, re-locking and disclosing Change Of Circumstances (COC) on specific loan programs.

Maintain Group Inbox at all times . Ensure mail out all disclosures within 3 business days. Utilizing Loan Quest

Application, Lotus 7, and Microsoft Outlook to complete my daily duties.

01/2012 to 10/2012- Home Office Clerk / Leah Schulz

Proactively from the comfort of my own home assist various Consultants with clerical duties, ordering office supplies,

copying, faxing scanning, and filing. I have my home office which is equipped with the leading edge technology,

equipment, and supplies.

11/2008 to 12/2011- Employee Data Management Specialist / VOLT / The Boeing Company.

Assisted in implementing a new Learning Management Training tool called “My Learning”.

Provide excellent customer service, training guidance and handle high call volumes; utilizing both verbal and written

communication to train Boeing’s employee’s enterprise wide.

Ability to provide critical listening and analytical skills, coupled with the ability to ask probing questions.

Assess employee’s certifications and qualifications in compliance with the Boeing Company and government

regulations.

Perform training administration by recording courses, equipment and materials, entering and maintaining records, test

training tools and software databases.

Assist in developing alternative plans when necessary to resolve obstacles or setbacks.

Coordinates and delivers training opportunities using various media and methods.

Analyzed transactional errors, then interface with customers and/or colleagues to take appropriate actions following

established guidelines and procedures.

Create and Update Excel spreadsheets for tracking metrics for volume, trends and themes.

Confirmed Human Resource processes, policies and procedures are followed.

Maintain problem/group mail box to employee’s and inquiries and feedback.

7/1996 to 9/2009 – Mortgage Broker and Loan Processor / Professional Loan Processing Services, Inc.

Originated and processed all types of loans for clients. The process includes entering data (highly confidential) in

automated mortgage system to obtain approval. Order and review third party services documents i.e., credit reports,

title reports, open escrow, and appraisals. Clear any loan conditions prior to ordering documents from Lender. Once

documents are drawn; copy of HUD is sent to Loan Officer to review for final borrower signature. Then borrower(s)

sign and escrow funds the loan(s). Goal is to produce the highest quality customer service and excellence in loan

packages to all my clients.

11/1997 to 1/2000 – Loan Processing Manager and Loan Originator / Jona Funding Group

Processed and originated residential mortgage loans for the company.

Originated pipeline of residential loans and also trained the loan processing personnel to set-up and order-out loan

files; cleared conditions and ordered loan documents.

Communicated and interacted on a daily basis with all loan officers, escrow agents, lenders, and third party servicer’s.

Goal was to provide excellence in customer service and processed loans to our clients.

Also, coordinated the funding of all loans and established broker and bank relationships with our lenders and third

party servicer’s.

1/1994 to 7/1996 – Regional Vice President and Wholesale Production Manager / Mortgage Service America

Managed Sales & Production staff in the mortgage lending industry with the following responsibilities; supervision of

all branch/region staff members, reviewed all training of new product line and operational piece, strategize marketing

techniques, provided sales presentations support, engaged in product development in line with regional demands.

Successfully managed a start-up branch of 1 Account Executive (AE’s) to 5 AE’s and increased volume from 3 million

to 12 million in monthly volume utilizing investors.

Successfully managed to produce and fund own production while maintained management capacity.

Goal was to provide excellence in customer service, build positive relationships, diversity awareness and build

employees morale, provide knowledge, trained professional staff while maintaining cost control.

SPECIALIZED SKILLS IN THE FOLLOWING:

MORTGAGE SKILLS

Worked in my Home Office from 1996 to 2009. Still have well equipped home office.

Excellent Customer Service and Attitude

Detail Oriented

Highly ambitious and driven.

Build Positive Teamwork

Loan Processing

Handle highly confidential Data

Heavy Data Entry

Conventional / Prime Loan Products

FHA / VA Loan Products

FNMA /FHLMC Automated Approvals

Creative Financing

Price Loans / Lock Rates

Ensure ALL Loans in Compliance

Order Loan Documents

Escrow Instructions

Financial Reports

COMPUTER SOFTWARE:

Computer literate-the ability to fluidly navigate between multiple browers and application systems.

Very experienced in web-based systems, intranet interfaces and non-Windows based programs

FNMA / FHLMC Automated Approvals

Microsoft Office

Quick Books

Marketing Tools

Byte

Pointe

Encompass

Interlinq

Loan Quest

BOEING SKILLS

Worked in my Home Office for 1 and years. I have everything I need in order to work from home.

Excellent Customer Service Skills

Computer literate

Detail Oriented

Heavy Data Entry

Confirm Learners are in Compliance with training, certifications and recertification

RAMPED UP to Train Boeing Employee’s enterprise-wide when new application “My Learning” integrated 27

applications into one application 01/2009.

Total Access

Jade Call Center tool

Kana

BERT (Boeing Enterprise Reporting Tool)

Human Resource Management Systems (*HRMS)

My Learning Management Systems (**MLMS)

WEBXs

Utilized Company Laptop to perform job functions at all times, if necessary.

References furnished upon Request

Contact this candidate