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Customer Service Manager

Location:
Norfolk, VA
Posted:
February 16, 2017

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Resume:

Rahsaan Love

202-***-****

Alexandria, Virginia *2304

acyu5b@r.postjobfree.com

Professional Summary

Mortgage industry professional with 5 years’ experience in home loan originations and modifications with knowledge of loan auditing, mortgage modification, and delinquent collections while developing a strong marketing and financial background. Extensive knowledge of several home loan programs to include Fannie Mae, Freddie Mack, FHA, VA, HARP, and HAMP, and business software packages such as L.A.M.P., Home Saver, AS-400, and LPW.

Possess exceptional customer service skills with an emphasis on creating and maintaining client relationships. Developed leadership skills with the ability to coach, motivate, and educate co-workers on technical applications while maintaining attention to detail and effective communication.

Extremely organized and skilled at learning new concepts, critical thinking, multi-tasking, and the ability to fulfill commitments while working independently and in team environments.

Display efficiency, competency, and professionalism while promoting a positive work environment.

Experience

FedEx Ground 2015 – Present

Transport Driver

Travel numerous routes throughout state of Virginia, processing daily average of 100 incoming and outgoing packages in accordance with established procedures.

Provide information about FedEx features of service, determining legality of packages to include special requirements for dangerous goods and international shipments.

Bank of America - Home Loans 2011 – 2015

Process Support Specialist 2

Customer Relationship Manager 2

Managed portfolio consisting of 150 low and high-risk loans assisting customers with home loan modification processes, from gathering necessary documents to closing stages, and auditing documentation before final approval.

Manually prepared average of 10 investor home loan modifications to be audited by quality control sustaining 92% approval rate.

Analyzed hardship requests in order to determine best course of action for customers.

Effectively managed escalated customer issues, resolved policy/procedure compliance concerns, and responded to customer and third party investor inquiries.

Bank of America- Credit Card Division 2008 – 2011

Senior Collector 2

Generated status of delinquent credit card accounts to customers and educated cardholders on various payment options and internal assistance programs.

Maintained customer service and satisfaction while negotiating and securing credit card payments.

Proposed cross-sell bank products as options for cardholders building long term relationships between customers and bank.

Assisted collections department with the development of improved customer service training materials for team members.

Adhered to all company customs, laws, and compliance procedures.

BMG Distribution 1999 - 2007

Field Marketing Representative

Serviced major record and digital retail outlets within Maryland, Virginia, and District of Columbia region.

Education

Old Dominion University, Norfolk, VA

Business Marketing

1999-2002

Awards/Achievements

Bank of America –Top Performer of the Month – Home Loans (10), Credit Card Division (6)

Bank of America - Peer Choice Award (8)

Memberships

Bank of America Military Support Affinity Group

Bank of America African-American/Hispanic/Latino Organization for Leadership and Advancement

Toastmasters

References

John Medley- Vice President, Bank of America Credit Card Services 757-***-****

Alexis Rodgers- Dean of Students, Booker T. Washington High School 757-***-****

Brian Paxson- IT Director, Eastern Virginia Medical School 757-***-****



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