Customer Service Sales

DAPHNEY M. SILVA

*** ******** ***** . ***********, ** 28117 . 704-***-****

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

CAREER PROFILE:

. Seven years of experience providing customer support in busy call

center environments for Wells Fargo Mortgage Company.

. An unwavering commitment to customer service, with the ability to

build productive relationships, resolve complex issues and win

customer loyalty.

. Strategic-relationships/parternerships-building skills-listen

attentively, solves problems creatively, and

. Uses tact and diplomacy to find common ground and achieve win-win

outcomes.

PROFESSIONAL EXPERIENCE

. Microsoft office, Excel, PowerPoint

. Planning/Coordinating

. 10-key proficient

. Type 50 wpm

. 5+ years experience in a fast-paced, deadline-driven environment

. Excellent communication skills

. Cash processor

. Data entry

. Self-starter with professional manner

WELLS FARGO - Fort Mill, SC

10/02 to Present

Special Loan Analyst - Charlotte, NC - 7/05 to 09/09

Responsible for obtaining and updating daily indexes to be used for ARM

adjustments. Responsible for reviewing ARM calculation rejection reports

and determine course of action so that loan will go through adjustment.

Balances daily ARM adjustments to system report showing number of letters

generated; identifies and confirms exceptions. Perform note reviews and

update ARM workstation information to agree with note. Handle daily gem

events related to ARM loans. Do manual calculations. Oversee a process on

relationship ARMS where you work with the bank to generate monthly notices

and provide back-up documentation. Acts as escalation point for less senior

processors for complex issues or transactions, providing training as

needed. Provides support to phone unit and will be responsible for speaking

with mortgagors with regard to ARM loan issues as well as other processes

handled in the department. .

. Responsible for reviewing the S2MB report, this is a billing report.

The key function is to work the report to determine why customers are

not receiving a billing statement.

. Responsible for working the Buy Down report. This is a report that

determines where the funds go when a buy down has ended on a loan.

Issuing checks to customers and various departments on loans that had

buy down funds remaining.

. Working the PTW reports. This is a report that tells us which loans

did not calculate or receive a letter letting borrowers know that

their interest rate will be increasing or decreasing.

. Responsible for reviewing documents to insure customers have all the

correct documents needed to do a modification.

. Purging and Resetting Loans that have qualified for a Loss Mitt

Modification.

Loan Servicing Specialist - Charlotte, NC - 11/02 to 07/05

. Assisted customers with there closing packages, escrow, and tax and

homeowner insurance issues.

. Offered rate modifications to current and potential mortgagors.

. Offered 3 step refinancing with no closing cost.

. Ordering and reviewing titles, escrow analysis.

. Intradepartmental resolution of settlement.

Loan Servicing Specialist 2 09/to present

Loss Mitigations

. Learned the Hamp process from start to finish

Responsible for setting up the Hamp program to those who qualify.

. Reviewing all documents necessary for settling the loans

. Running modifications on Hamp Loans

. Setup files for all different investor groups.

. Assist customers with delinquent loans.

. Researching and collecting data for HAMP.

. Ordering and reviewing titles, escrow analysis.

. Intradepartmental resolution of settlement.

SALON ON PARK, INC - Charlotte, NC

5/96 - 8/02

President/Owner - Charlotte, NC

Managed 42 employees at three full service Salons & Spas in Charlotte,

North Carolina. Responsibility includes

Sales strategy, account profitability, revenue budgets, forecasting, return

on investment, negotiates account

Performance, gross margin, develop new business in the hair and spa market,

customized promotional strategies,

Planning objectives, forecasting and sales management.

. Increase sales volume 24% in 2001 (2001vs. 2000).

. Increase sales volume 21% in 2000 (2000 vs. 1999).

. Increase revenue on an average 18% from 1996 - 1999.

EDUCATION: Mortgage Processing Certification 08/2010

Mortgage Brokers License, Charlotte, N.C., 07/

2004

University of North Carolina of Charlotte:

Various business courses, 1995 - 2000

Hairstyling Academy, Charlotte, NC, 1984

Contact this candidate