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Customer Service Manager

Dupo, Illinois, United States
April 20, 2017

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Leann N. Reed

*** ***** ******

Dupo IL *****



To obtain a challenging and growth position within a business professional organization to utilize current experience and further improve professional skills.


Southwestern Illinois College

Belleville, Illinois

6 credit hours completed, general studies

3.0 cumulative GPA


Thompson Coburn LLP, St. Louis, Missouri (September 15, 2015-March 23, 2017) Billing Specialist

Ensure bills and the billing process adhere to Firm guidelines, quality standards, deadlines and procedures. Communicate effectively and timely with supervisor, attorneys and secretaries on all billing related issues. Research and respond to billing issues timely and effectively. Prepare special documents and reports requested by clients, billing attorneys or management. Proficient with Aderant Expert, Prebill Manager software to process client bills. Ebilling experience with several vendor websites.

Stewart Title Guaranty, St. Louis, Missouri (June 2014-June 2015) Title Closer

Completes real estate transactions by determining requirements, clearing titles, assembling, preparing and reviewing closing documents and disbursing funds. Determines escrow requirements by studying and clarifying lender instructions. Prepares HUD by utilizing lender instructions. Research and schedule closings with local notary and/or customer. Communicate with lenders and clients to ensure accurate transactions while providing the best customer service.

Awarded and featured in Stewart Title Newsletter May 2015

Bank of America d/b/a LandSafe Title, St. Louis, Missouri (March 2003-June 2014) Title Examiner

Examine title commitments received from our outside vendors. Title commitment packages include copies of vesting deeds, mortgages, tax information, legal descriptions, judgment information, etc. that required examination to ensure our borrower is in title, judgments are released, taxes are paid and title was exact . The information was then transferred to our system in TCS. If the order was able to be cleared, I did so by creating funding condition and notifying our bank partners as well as our closing department. Utilized job aids on a daily basis to keep informed of daily changes to the process. Traveled to Plano, TX to train our business partners for a week on Title Exam

Title Curative/Closing Coordinator

Review documents and various systems to ensure all liens and requirements for issuing clear title are addressed for refinance closing transactions. Obtain missing information necessary to issue clear title. Review Title Commitment and requests additional documentation requirements such as divorce decrees, trust agreements, copies of judgments, and obtains appropriate level of signoff as required. Utilize multiple resources to research title issues such as online websites, government offices, or other financial institutions. Review vesting on title and borrower information and addresses any discrepancies. Have direct customer contact or contact with other third parties to resolve complex title issues via telephone and email on a daily basis.

Outsourcing Vendor Administrator\Tax Abstractor II\Tax Abstractor Strong knowledge in the process of locating real estate taxes relevant to specific property and transcribe all information in Tax Information Report product. Provides guidance and problem resolution to junior associates, and assists in managing daily workflow by delegating or processing orders in need of urgent completion while maintaining an individual production queue. Contact with local tax collectors and assessors via telephone on daily basis.

Title Coordinator

Assign title orders to approved vendors within prescribed time limits of receipt of order. Follow up with vendor to resolve non-legal issues arising during the title search. Maintained contact with customer and provided updates on status of orders. Monitor vendor’s outstanding orders and ensures vendor completes searches within prescribed time requirements. Ensures vendors are meeting their deadlines without negatively impacting the business relationship. Monitor ACD line and answers incoming phone calls in a prompt and courteous manner.

Bank of America Spirit Medallion Recipient, Q1 and Q2 2005


Proficient with Microsoft Windows, Internet Explorer, Word, Excel, Outlook, Access, PowerPoint, Data Entry, Adobe PDF, Ten key, Aderant Expert, PreBill Manager, Demonstrates Customer service skills, Ebilling LEDES files

REFERENCES Furnished upon request

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