Customer Service Manager

Robert J. Gergely

********@*****.*** **** Ben Court Winthrop Harbor, Illinois 60096 847-

***-****

Education

Associates in Applied Science (Medical Imaging) - College of Lake County -

Grayslake, Illinois July 2014

Professional Experiences

Auto Center Manager / Sears Roebuck

and Company May 2012 -

Present

Customer Service Advisor

Senior Loan Officer Great Lakes Home Mortgage

December 2008 - April 2010

Branch Sales Manager DHI

Mortgage Company June 2005 -

September 2008

Loan Officer Prism Mortgage

June 1998 - May 2005

Assistant Service Manager Rouse's Auto Repair

May 1993 - May 1998

Professional Responsibilities

Customer Service Advisor

. Responsible for selling and servicing customers within the Automotive

Center.

. Maintaining knowledge of products & services while using this

knowledge to assist & educate customers on options available.

. Provide topnotch customer assistance and always delivering a positive

Automotive Center experience.

. Prioritizing required services, and being prepared to provide options

upon request.

. Documenting declined services and asking for follow-up on future

service considerations.

. Keeping customers informed on completion times, service expenses, and

possible changes.

. Remaining involved with delivery of the vehicle to the customer upon

completion to assure all customer concerns can be addressed.

. Providing concierge support for all owner inquiries, whether on the

phone or in person, to assure the customer does not get mishandled.

. Spending quality time building a relationship with the customer.

. Knowing the product well enough to answer characteristic and

operational questions regarding the customers vehicle.

Auto Center Manager

. Human Resources - Hire, coach, train, manage and develop the Auto

Center team.

. Inventory Management - Manage on Hand counts where needed to ensure

inventory accuracy.

. Cash management - Works with Loss Prevention to ensure end of day cash

and credit records are correct. Asset Protection - Trains and coaches

to safety requirements, ensures initial reporting of all accidents and

follow through on Associate's injuries.

. Associate Development: - Teaches, coaches and provides positive and

constructive feedback to build and inspire a better team. Plans,

directs and supervises the work and productivity levels of Associates

to ensure standards are met or exceeded. Conducts observation,

training and coaching of Associates in selling and service process and

skills. Makes appropriate decisions on subordinate performance, up to

and including termination of employment following various appropriate

disciplinary processes, and trains and supervises Assistant Manager in

the store to appropriately address performance concerns.

. Understands local market focus and tracks competition and trends in

the market; communicates with District, Region and Home Office Support

to address unique local market considerations. Knowledgeable of

competitors' services and prices to build on sales opportunities.

. Responsible for determining appropriate outcomes to customer issues

and concerns by making sound business decisions.

Mortgage Loan Officer

. Responsible for origination of 1-4 unit residential mortgages.

. Be knowledgeable of and comply with all applicable laws, regulations,

and lending policies.

. Develop relationships and solicit loan applications through pro-active

contact with local realtors, attorneys, financial planners, and other

referral sources.

. Analyze applicant's financial status, credit, and property evaluation

to determine qualifications for mortgage products and programs.

. Stay informed of trends and developments in the local market, as well

as the changing rules and regulations.

. Call on existing or potential customers to develop and retain

business.

. Correspond with applicants and creditors to resolve questions

regarding application information.

Branch Sales Manager

. Managed and coached 10 loan officers to reach and surpass company

goals.

. Assisted team in achieving a 95% customer service rating and an 80%

capture rate. Bringing their capture rates up 45%.

. Conducted monthly sales team meetings and training focusing on new

laws, regulations, sales strategies, products, and goals.

Assistant Service Manager

. Manage shop of approximately 12 technicians.

. Schedule appointments, meet and greet customers, discuss client's

needs and delegate work to technicians.

. Estimate work based on diagnosis from mechanic, estimate labor based

on Chilton Manual, shop/price material.

. Call clients to explain diagnosis and discuss cost, up sell any

unrelated repairs based on maintenance or upcoming potential problem.

Career Highlights

. Managed a pipeline of 125 loans and personally maintained a 97%

customer service rating.

. Closed over 32 million dollars of loans in a one year period.

. 2007 President's Club Member - DHI Mortgage.

. Illinois Department of Financial and Professional Regulation -

Originators License.

. State of Wisconsin Department of Financial Institutions - Originators

License.

Computer Skills

. Microsoft Word, Power Point, Excel and Outlook

. Fannie Mae - Desktop Originator

. Freddie Mac - Loan Prospector

. Contour

. Point

. Empower

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