Customer Service Manager

Tamara Glynn

***** ***** ****, ********, ** ***** / (C) 661-***-**** / **********@*****.***

Professional Summary

Driven to achieve exceptional patient outcomes by being detail-oriented, patient/family focused, and an enthusiastic team player committed to delivering quality care. Experienced in many fast-paced environments and have been proficient at time management to provide quality patient care.

Skills

Excellent communication skills

Critical thinking proficiency

Calm and level-headed under duress

Gentle and skilled with therapy procedures

Cardiopulmonary equipment trained

Medical terminology knowledge

Strong medical ethic

Proven patience and empathetic towards patient/family

Education

Associate of Science: Respiratory Therapy June 2015

Antelope Valley College - Lancaster, CA

Associate of Arts: Kinesiology June 2015

Antelope Valley College - Lancaster, CA

Liberal Arts and Science: Social/Behavioral Science May 2013

Antelope Valley College - Lancaster, CA

Liberal Arts and Science: Math and Science May 2013

Antelope Valley College - Lancaster, CA

Certification

Certified Nursing Assistant (CNA) #A003395 Apr. 1990

American Heart Association: BCLS / ACLS / PALS May 2015

Clinical Experience

Palmdale Regional Medical Center (Feb. 2014 – Jun. 2014) Med-Surg, Telemetry, ER, ICU, PCU

Antelope Valley Hospital (Aug. 2014 – Jun. 2015) ICU, PCU, NICU, ER, Telemetry, Med-Surg

Work History

Financial Customer Service Representative 2007 to 2010

SunAmerica – Woodland Hills, CA

Processed incoming transactions such as trades, cash surrenders, and withdrawals on their annuity accounts. Managed the incoming wiring communication system from Edward Jones and facilitated that those transaction received priority over other transactions coming in. Responsible for training the incoming new employees on how to process varies transactions that were received before market closing. Processed annuitizations checks for clients who wished to receive monthly, quarterly, semi-annually or annually payments.

Subprime Underwriter / Exception Analyst 2005 to 2006

Windsor Capital Mortgage – San Diego, CA

Analyzed underwriting exception requests and determined if the loan would be able to be purchased by the investor if exceptions were granted. Tracked the trends of exception requests to suggest areas were additional products may be warranted. Assisted the Business & Loan Account Manager's with loan scenarios and prepared weekly training to help them understand the products offered to be able to improve their customer service. Maintained a daily spreadsheet on the correspondent loans to suggest to secondary marketing products that may be lacking internally to improve customer relations and confidence.

Subprime Underwriter / Underwriting Helpdesk 2003 to 2005

MILA, Inc – Mountlake Terrace, WA

Key role at the underwriting helpdesk is to have a thorough knowledge of the guidelines/products and answered incoming calls from internal/external sales staff or brokers that need to run a loan scenario(s) troubleshoot questions as to why the automated underwriting engine was unable to approve their loan(s) and help them understand how to read the rate sheets. Educated each caller step by step on how to better understand how to input any loan and build their confidence and trust in the system and that the decision that the system made was accurate. Taught the brokers and internal/external sales staff where in the guidelines to find the exact reason why their loan wasn't approved to build their product knowledge and increase productivity. Manually underwrote subprime loans to validate the loan approval as the broker inputted into the automated system and verified that each loan complied with state regulations.

Sr Loan Processor / Retail Office Manager 2000 to 2002

WestAmerica Mortgage – Phoenix, AZ

Maintained control of the daily workflow and monitored the staff to insure that the policies and procedures were followed properly and consistently. Assisted branch manager, with preparing training material for the loan officers' weekly training. Established a process to track employees' performance and conducted employee evaluation, which included goal setting and career development objectives. Troubleshooting any problems that may arise to maintain a positive level of customer service. Other responsibilities included processing conforming and non-conforming loans.

2nd Mortgage Underwriter 1998 to 2000

Empire Funding Corp. –Mesa, AZ

Processed and underwrote incoming loan from brokers for 2nd mortgages. Troubleshooting questions from the brokers may have in qualifying the borrowers for a 2nd mortgage. Other responsibilities included covering for other underwriters when they were on vacation or took some personal time off. Work with the brokers to obtain the conditions on the loan to ensure closing the loan in a timely manner.

Sr. Loan Processor 1997 to 1998

DRH Mortgage –Phoenix, AZ

Processed loan applications received from a new home construction builder. Maintained daily rapport with each sales office as to the progress on each lot. Coordinated getting the plan and specs for each home being built so that the appraiser and inspectors to do their portion of the loan requirements. Made contact with each borrower to obtain the requirements needed from them to finalize their loan requirements.

Sr. Loan Processor 1996 to 1997

Ahwatukee Mortgage –Mesa, AZ

Obtained credit reports to assist loan officer in determine if the borrower is able to qualify for a mortgage loan. Ordered appraisals to help determine the value and view the condition of the home being purchased. Followed up with each loan officer making sure that they were obtaining the loan conditions from each borrower to ensure that the loan will close in a timely manner. Coordinated the closing location and time for each borrower to come in and finalize their loan paperwork.

Sr. Loan Processor 1995 to 1996

Arizona Credit Union League –Phoenix, AZ

Answered incoming credit union member’s phone calls and assisted them any questions they have in regards to their loan transaction. Obtained credit reports to assist loan officer in determine if the borrower is able to qualify for a mortgage loan. Ordered appraisals to help determine the value and view the condition of the home being purchased. Followed up with each loan officer making sure that they were obtaining the loan conditions from each borrower to ensure that the loan will close in a timely manner. Coordinated the closing location and time for each borrower to come in and finalize their loan paperwork.

Jr. Loan Processor 1993 to 1995

First Pacific Mortgage –Phoenix, AZ

Obtained credit reports to assist loan officer in determine if the borrower is able to qualify for a mortgage loan. Ordered appraisals to help determine the value and view the condition of the home being purchased. Followed up with each loan officer making sure that they were obtaining the loan conditions from each borrower to ensure that the loan will close in a timely manner. Coordinated the closing location and time for each borrower to come in and finalize their loan paperwork.

Certified Nursing Assistant 1992 to 1993

Friendship Village Health Care –Tempe, AZ

Responsible for maintaining personal hygiene for each patient: such as dressing, shaving, bathing, maintaining incontinent issues and guidance to the restroom. Assisted nurses with obtaining vital signs daily and upon admission to the nursing home. During meals assisted patients with feeding themselves when they were not able to. Assisted patient’s with their range of motion by making the patient do their daily exercises. For the bedridden patient’s made sure that each patient was turned every two hours in order to prevent bed sores.

Certified Nursing Assistant 1991 to 1992

Westhills Village Health Care –Rapid City, SD

Responsible for maintaining personal hygiene for each patient: such as dressing, shaving, bathing, maintaining incontinent issues and guidance to the restroom. Assisted nurses with obtaining vital signs daily and upon admission to the nursing home. During meals assisted patients with feeding themselves when they were not able to. Assisted patient’s with their range of motion by making the patient do their daily exercises. For the bedridden patient’s made sure that each patient was turned every two hours in order to prevent bed sores.

Certified Nursing Assistant 1990 to 1991

Wesleyan Health Care Center –Rapid City, SD

Responsible for maintaining personal hygiene for each patient: such as dressing, shaving, bathing, maintaining incontinent issues and guidance to the restroom. Assisted nurses with obtaining vital signs daily and upon admission to the nursing home. During meals assisted patients with feeding themselves when they were not able to. Assisted patient’s with their range of motion by making the patient do their daily exercises. For the bedridden patient’s made sure that each patient was turned every two hours in order to prevent bed sores.

Certified Nursing Assistant 1988 to 1990

Bella Vista Healthcare –Rapid City, SD

Responsible for maintaining personal hygiene for each patient: such as dressing, shaving, bathing, maintaining incontinent issues and guidance to the restroom. Assisted nurses with obtaining vital signs daily and upon admission to the nursing home. During meals assisted patients with feeding themselves when they were not able to. Assisted patient’s with their range of motion by making the patient do their daily exercises. For the bedridden patient’s made sure that each patient was turned every two hours in order to prevent bed sores.

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