Customer Service Administrative Assistant

Tobi O’Sullivan Cell: ***-****/*************@***.***

La Puente, CA

I would like to utilize 20 years of successful experience in all aspects of the mortgage business, administration, and customer service with recognized strengths in problem solving, communication, and date entry. I am detail oriented, organized, a fast learner and a team player as well as a self-starter. I am a multitasker, professional, and problem solver. Reviews documents with confidentiality. Strong analytical decision-making, problem-solving, and prioritization of workload. Ability to succeed in a fast-paced, high-stakes environment and maintain a high level of quality and production standards. Strong verbal and written communication skills and ability to develop and maintain professional relationships with peers and management.

Professional Experience

MW Lighting, Rowland Heights

January 2023 to Present

Administrative Assistant /Customer Service

High-volume public contact experience including utilizing a phone system with multiple lines, responding to in-person and telephonic inquiries. Verify all customer/wholesaler’s information, schedule appointments, track orders and inventory in Excel. Provide product information. Item numbers and pricing. Enter customer orders, provide any quotes needed. Provide delivery, tracking, proof of deliveries, and order confirmations via email, telephone, fax, or email. Communicate with freight carriers and compare rates per order from all carriers to determine optimal shipment pricing. Process and audit invoices, email invoices to customers. File electronic invoices on server. Efficiently file all orders including original purchase orders, packing slips, bill of ladings, approvals, and any notes. Provide the warehouse pack slip, bill of ladings, commercial invoices, and shipping labels to ensure all orders ship in a timely manner. Make outbound calls and emails to potential and current customers. Research and solve customer complaints. Data entry into Quick Books delivers exceptional customer service in every interaction with customers and managers.

AR Power Inc, La Puente, CA

January 2022 to Present

Administrative Assistant

High-volume public contact experience including utilizing a phone system with multiple lines, responding to in-person and telephonic inquiries. Interviewing the public in connection with applications for employment, (I-9 and tax forms), contact customers to verify information, schedule appointments, track work orders in Excel, address complaints, and resolve problems. Communicate with managers and customers regarding work order issues. Deliver exceptional customer service in every interaction with customers, employees, and managers.

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Network Capital, Irvine, CA

May 2020 to December 2021

Quality Control Auditor/Underwriter

Perform Post closing underwrites for all loan programs retail and wholesale loan products using AUS and manual underwriting remotely. Reviewing a minimum of 10+ files per day to ensure loan decisions meet company and agency guidelines. Identify and resolve any incorrect and/or missing documents. Alerts management, underwriters, funders of any issues with the file and facilitates timely resolution. Calculate income, review all documents for discrepancies. Transmit reviewed and complete files on or before delivery date. Research, address and clear all issues in a timely manner. Monitor the progress of Quality Control findings and results. Maintain a working and specific knowledge of agency and investor guidelines, policies, and regulatory and market changes. Collaborate with processing staff on underwriting deficiencies and calculation errors and loan processors regarding acceptable credit documentation.

Loan Depot, Foothill Ranch, CA

June 2017 to February 2020

Quality Control Auditor/Underwriter

Perform QA/QC for all loan programs for retail and wholesale loan products using AUS and manual underwriting remotely and in-house. Reviewing a minimum of 10+ files per day to ensure loan decisions meet company and agency guidelines. Calculate income, review all documents for discrepancies. Identify, resolve, and communicate defects with operations. Address, resolve and clear any outstanding defects. Help manage pipeline and spreadsheet. Maintain a working and specific knowledge of agency and investor guidelines, policies, and regulatory and market changes. Collaborate with processing staff on underwriting deficiencies and calculation errors and loan processors regarding acceptable credit documentation.

East West Bank, El Monte, CA

February 2017 to June 2017

Doc Drawer/Closing processor

Prepares all loan closing documents required to close loans, ensuring documents are complete and accurate. Reviews loan estimates for accuracy and compliance. Input information, prepare additional documentation, balance account for closing, prepare closing package for the closing agent and customer.

Loan Leaders of America, Irvine CA

February 2016 to February 2017

Funder/Sr. Quality Control Auditor

Reviewing signed loan documents to ensure all are complete and ready for disbursement. Communicate with management, loan officer and escrow of funded files. Perform prefund QC/QA for loan programs Conventional FNMA/Freddie, FHA, VA, DURP, LPOA, and JUMBO for retail and wholesale files using DU/LP/ manual underwriting, ensuring that all loans are underwritten within company and regulatory guidelines. Currently responsible for completing 7+ full audits per day.

American Financial Network, Inc., Brea CA

October 2015 to February 2016

Post Closer

Communicate and follow up with internal staff and external clients to obtain missing or corrected documentation to ensure files are shipped in a timely manner, ensure agency, investor, and company requirements are addressed and resolved of any deficiencies.

Education

National Education Center, Bryman Campus, Long Beach CA

Graduate of Business School 1991

References

Available upon request

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