Customer Service Manager
Resume:
Pembroke Pines, FL *****
*********@*****.***
NICOLE SMALL-FLETCHER
PROFESSIONAL
SKILLS PROFILE To apply the core values of the company by delivering excellent service to our customers, instill trust amongst my team, embracing the power of our people, acting responsibly with the job assigned, and to promote and excel the opportunity placed before me for success.
PROFESSIONAL
EXPERIENCE: VISION HOME SECURITY 01/2013-Present
BUSINESS ACCOUNTS MANAGER
Security Surveillance Company which installs security cameras in homes, businesses and churches. Manage employees, prepare invoices, cold calling, and collect payments, process payroll.
BANK OF AMERICA
Customer Relationship Manager II 08/22/2011-12/21/2012
Home Service Specialist 08/16/2010-07/2011
Single point of contact to the customer and remain engaged through the modification, disposition or foreclosure processes. Liaison between the customer, third party and departments such as, deed-in-lieu, short sale, real estate owned, sale date postponements, assumptions, customer service and foreclosure. Perform KIR calls every three, seven or thirty days; apply GUEST standards, gather paperwork required for the modification review, collection calls, trial and permanent modification payments, and status calls to the customer and authorized third party. HAMP, Non-HAMP, National Mortgage Settlement, Unemployment and the HAMP Expanded Eligibility Programs.
CHRISTIAN COMMUNITY CHURCH OF GOD (formerly Greater Ft. Laud NTCOG)
Administrative Assistant/Co-Director Stewardship Campaign 6/09/2009-7/6/2010
Managed the Office Assistant, Banquet & Events coordinators, Photographers, Decorators Pastor Aides, Missions Care and Kitchen Committee areas of the church. Conducted monthly meetings with all areas and leading projects for yearly events. Coaching, development and training as warranted. Speak well in public forums.
Ensure Pastor & Finance Administrator are updated on the affairs and church financial needs.
Revised the church website, read church email, participate in all planned annual event programs.
Co-direct and manage the Stewardship 4 Revival Campaign for the congregation.
Administer policy and program duties for the family ministry director.
LAW OFFICES OF MARSHALL WATSON, P.A. 10/2008-5/2009
Title Resolution Claims/Legal Assistant (Robert Half Legal Agency)
Research title issues on properties from various lenders and apply the MIT claim policy. A title claim package is submitted with supporting documentation to various title insurance companies to cure title issues on the property in foreclosure. Follow up with the title insurance companies on status of the claim. Update lenders with title claim status via LPS. Case Management System (CMS).
NAJIME ENTERPRISE, INC 05/2006- 07/2008
Senior Loan Processor and Loan Originator-(self employed)
Self-employed contract processor for residential and commercial loans for five mortgage brokers.
Managed five in house processors for Conventional, FHA, and VA loans from origination to closing. Ordered VOE, VOM, VOD, VOL, payoff, appraisals, title, flood and homeowner insurance. Encompass Ellie Mae, Calyx Point, Microsoft Office, and Adobe.
PREMIER MORTGAGE FUNDING 09/2005-04/2006 Senior Loan Processor
Processed residential and commercial loans for fifteen mortgage brokers. Loans submitted to more than 30 conforming and non-conforming lenders. Daily loan logs for management.
Software used Microsoft Outlook, Calyx Point, E-Magic, Word, and Excel.
Ordered payoff, VOE, VOD, VOR, VOM, title, insurance, HOA questionnaire, and credit supplements, property inspections and appraisals.
AURORA CAPITAL/FLAMINGO FINANCING COMPANY 08/2003- 10/2004
Underwriter/Car Loan Department
Reviewed/analyzed credit applications and buyers order from various car dealerships. Use the Black Book and VIN # to determine car values. Enter application in Rapid 2000 system. Pull credit bureau and review the beacon score and credit history, such as repossession(s), charge-offs current or past due mortgages, judgments, bankruptcy and delinquent accounts.
The buyer is placed in a program based on beacon scores, employment, income, homeowner/rental history. The debt to income and payment to income ratios are then calculated to determine how much the buyer can afford per week and if there is any degree of risk.
AMERICAN EXPRESS TRS, CO. INC. Instructional Designer 11/1997-- 01/2002
Customer Service Analyst Representative 03/1995 - 10/1997
Conducted audience analysis by interviewing subject matter experts to identify job tasks and collect needs assessment data by observation and research. Meetings with management to determine the training needs in their business unit(s), and recommend various training options to management. Designed and developed design document, which includes the course content outline and written objectives. Developed learning activities, assessment questions to measure learning progress and training effectiveness. Selected and developed the appropriate instructional methods and media. Developed training programs (instructor/learning guides, procedures, workbooks, job aids, reference material, and flowcharts). Conducted pilot testing of new procedures and train-the-trainer to prepare the facilitators for implementation of course.
Review and analyze written correspondence from Card members. Researched account information, and maintained accounts by opening dispute cases, posting monetary adjustments and sending letters. Provided on-the-job training to colleagues on new credit and charge card systems implemented. Darryl Sink, Info Mapping, Adult Learning Theory, Franklyn Covey Time Management
EDUCATION Liberty University, Lynchburg, VA 8/2010-5/10/2014
Bachelors of Science Business Management Specialization
Notary Public, State of Florida 2011, 2007
Nova Southeastern University, Ft. Lauderdale, FL
Certified Instructional Designer, 2000
Fort Lauderdale College (Everest University), Ft. Lauderdale, FL
Associates of Science Paralegal Studies, 1990.
Contact this candidate