Customer Service Manager

Stephanie M. Ponce

Tustin Ranch, CA *****

714-***-**** cell

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

Objective: To contribute to the achievement of your organization’s business objectives

by utilizing my skills as an operational professional.

Professional Profile

Exceptional customer service

Efficient multi-tasking

Effective written and oral communication

Detail orientation

Excellent telephone skills

Strong analytical and problem solving skills

Strong team orientation

Goal oriented

Self-motivated, self-directed

Reliable, dependable

Strict adherence to deadlines

Typing speed 75 WPM

Reverse Mortgage, Loan Mod’s, FHA & Conventional Experience

Proficiency in MS Word, MS Excel, MS Outlook, MS Explorer,

Point, Doc Magic, Datatrak, Blitzdocs, Encompass 360

Accomplishments:

Appointed as an entrusted liaison between superiors, Brokers and Banks

Developed and trained loan officers in a standardized methodology for client

document processing featuring adaptability for unique requirements resulting in

increased productivity and sales

Successfully selected, hired, trained, and oversaw operational staff

Commended for effective relationship building and team coordination

Effectively handled competing priorities in a fast pace environment

Conducted on-site vendor presentations outlining company services

Maintained a high level of production--consistently opened and completed client

document files gaining confidence of superiors for efficiency and accuracy

Exercised sound, independent judgment in the resolution of processing and

funding problems

Consistently averaged “time-to-completion” for service requests in half the time

required

Maintained clear and consistent filing systems

Employment History:

PrimeSource Mortgage Newport Beach, CA

9-2013- present

Senior Processor – Jr. Underwriter

Broadview Mortgage Orange, CA

2/2013- 8/2013

Senior Processor – Jr. Underwriter

Hightech Lending Irvine, CA

7/2010 – 9/2012

Senior Processor

Dmao Enterprises, net branch of Essex Mortgage Orange, CA

09/2009 – 7-2010

Office and Processing manager

Sierra Capital Group Irvine, CA

05/05 – 09/09

Lead Processor

Anvil Funding Corporation Newport Beach, CA

12/03 – 05/05

Lead Processor and Funding Manager

American Home Equity (Genisys Financial Corp) Irvine, CA

6/02 – 11/03

Lead Processor and Jr. funder

Loan Bus (dba: Solstice Capital) Fountain Valley, CA

9/00 – 5/02

Sr. Loan Processor

Corporation Funding Laguna Hills, CA

2/95 – 9/00

Processing Manager & Funder

Education:

Orange Coast College, Costa Mesa, CA

General Studies

Ocean View High School, Huntington Beach, CA

RE:

Stephanie

Ponce

To

Whom

It

May

Concern:

Stephanie

was

recently

a

Sr.

Loan

Processor

for

our

company.

She

is

very

knowledgeable

in

her

industry.

She

works

the

hours

needed

to

be

successful

and

is

dedicated

to

making

the

company

she

works

for

a

priority.

I

would

recommend

her

for

any

Processor

or

Sr

Loan

Processor

position

she

applies

for.

If

you

have

any

questions

please

feel

free

to

contact

me.

Ryan

Ellis

Asst.

Branch

Manager

Broadview

Mortgage

-

Katella

Branch

866-

667-

6724

01/10/2011

To whom it may concern:

I have had the pleasure of working with Stephanie Ponce for the past year. She has been a Senior

Processor, managing my production of mortgage loans, coordinating loan closings, and providing

exceptional customer service throughout the loan process. I have never had a better experience in

working with a loan processor than with Ms. Ponce in the 16 years that I’ve been in the real estate

finance business. My production stems from mostly purchase loans, therefore deal directly with realtors

and their clients where transactions are on a fast track with deadlines that must be met to ensure a

smooth transition for a buyer. Stephanie has been instrumental in coordinating with all parties,

including buyer, escrow officer and myself to assist in making a buyer and his/her realtor happy. It is

important to do so for continued business. I highly valued her availability and swift response time to

progress forward quickly as each transaction demanded.

Stephanie possesses quality communication skills, a vast knowledge of the mortgage business and she is

thorough, punctual and reliable. My business and production levels are directly related to her efforts

and skills. I highly recommend Stephanie for anyone considering a vital addition to their mortgage

business.

Sam Mahshi, MBA

Sr. Mortgage Consultant

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

P. 925-***-****

F. 925-***-****

DRE LIC#01280470

CA-DOC#236648

09 January, 2008

Lordsman, Inc.

33 Journey Suite # 250

Aliso Viejo, CA 92656

Dear Mr. Firouzgar,

I am writing this letter to extend a well deserved thank you for excellent service,

and in particular, for assigning Stephanie Ponce as my loan processor.

Stephanie Ponce was a pleasure to work with. Stephanie made me feel

comfortable from the onset, clearly explaining what I could expect from Lordsman

as a company and her role as my loan processor. It was very refreshing to work

with a consummate professional whose industry knowledge, respect, and sense

of humor (particularly gratifying when dealing with Taylor Bean & Whitaker’s

shortfalls in underwriting this loan) made my loan process with Lordsman a

delight.

Thank you for hiring an industry expert like Ms. Ponce and providing me with a

wonderful experience. I have highly recommended Lordsman to all my

colleagues, and rest assured I will be back again.

Gratefully Yours,

Mark Benson

Mortgage Planner

InteliSys Lending ● 26461 Crown Valley Pkwy, #100 ● Mission Viejo, CA 92691

Phone 949-***-**** Ext. 103 ● Fax 949-***-**** ● Toll Free 877-***-****

Contact this candidate