Customer Service Manager

Lennesha Whitehead

Success Driven with Proven ability to manage, train,coach, and recieve, flexible, and

adapatable, great communicator, all around diverse

Grand Prairie, TX

**********************@*****.*** - 214-***-****

Detail, coaching, processing, administration, operations, client and customer service,

WORK EXPERIENCE

Underwriting Service Assistant

State Farm - Richardson, TX - February 2014 to Present

Responsibilities

Provide assistance to underwriting staff by performing a variety of support services.

Maintain and update policy holder records. (coverage, name, address)

Prepare incoming applications for underwriting review.

Clear errors and resolve policyholder issues

Process a variety of reports, filings, form letters and cancelation letters to comply with state and federal laws.

Mortgage loam Processor

Citi Bank - Irving, TX - October 2012 to January 2013

Manage a pipe line from 70-120 customer files for refinance/purchases. Maintain a weekly communication with

clients. Ensure effective timely and accurate processing for all loans. Gather information and take each file

from the Pre-approval or credit and income approval status to closing. Ensure that all loan documentation is

complete and accurate and complies with company policies and guide lines. Verify documents, such as income,

credit reports, appraisals, homeowner insurance policies while preparing for the submittal to underwriting.

Complete subordination requests, verify employment, verify tax /escrow and schedule closings with borrowers

and title.

Customer Relationship Manager

Bank of America - August 2010 to October 2012

December 2011 to present)

Act as the single point of contact or liaison for the customer who has a delinquent account or facing liquidation.

Work a caseload from 75 to 100 accounts

Performs all tasks leading to foreclosure, short sale, deed in lieu and modification while determining workout

options and eligibility for special programs for delinquent or non delinquent accounts

Maintain a high level of customer service by being proactive in communication with customers which may

include banking center associates, realtors, etc.

Review, and analyze documents

Jr. Underwriter

Bank of America - August 2010 to October 2012

Responsible for processing FNMA and FHLMC loans to be approved by an Underwriter or a decisioning

automated system

Reviewed and created pending government LMA (Loan Modification Administration) checklists prior to

approval.

Verified conditions of approval which may include customer income/assets documentation but not limited to

child support liens, judgment liens, mechanic liens and undisclosed liens

Responsible for clearing conditions and issuing changes to the terms on previously approved loans

True account Ownership

Bank of America - August 2010 to December 2010

Built Relationships, and Provided Customer service

Worked 30-120 days delinquent accounts to either bring them current or determine eligibility, or pre qualify for

modifications or other workouts options

Worked 2nd Conventional Loans

Head Assistant Manager

Shasa USA - March 2010 to September 2010

Assisted in staffing and opening 3 new store locations

Recruited, Interviewed, Hired, Trained and Developed a goal setting, motivated team to market a new company

to the US market as well as the Dallas/FT.Worth area.

Established goals, maintained employee files and schedules

Implemented successful selling techniques

Visual Merchandised

Straight Roller (backend) True account ownership program

Citi Financial - July 2009 to March 2010

Provided customer service, built relationships, maintained customer's assurance, while educating and finding

different alternatives to cure accounts

Worked 30-90 days delinquent accounts and 120 days delinquent

Reached monthly goals and tiers to BONUS individually and as a team

Co- Manager and Assistant

Forever - December 2007 to September 2009

Assisted the store manager in all store operations

Maintained Strong organizational skills

Interviewed, hired, and trained potential employees, as well as management

Managed over 85 employees and files of all positions and schedules

Implemented multiple selling techniques

Provided strong customer Service skills

Handled extensive amounts of daily cash bank deposits

Opened and closed

Manifested Inventory Procedures

Assistant Manager

Plato's Closet - March 2006 to January 2007

Coordinated the work schedule

Participated in the Gold Star Customer service program

Interviewed potential employees

Buyer certified

Handled register operations and bank deposit

Handled all close to open duties

Hired and trained new employees

EDUCATION

Diploma

Lincoln Humanities and Magnet High School - Lincoln

2003

The University of North Texas - Dallas, TX

ADDITIONAL INFORMATION

Qualifications

• Proficient in detailing, problem solving, and basic detailed operations. Ability to prioritize multiple competing

tasks and the ability to meet deadline requirements and goals without compromising quality.

• Coachable, Self-motivated and highly organized. Strong written and verbal communications skills. Customer

contact experience & customer focused. Comprehension, listening, negotiating and verbal communication

skills. Strong analytical skills

• Knowledge of conventional and/or government guidelines and Knowledge of mortgage banking FNMA,

FHLMC and Conventional loan servicing

• Computer & typing skills, with knowledge of Microsoft office.

Contact this candidate