Customer Service Representative
Resume:
STEPHEN G. SMITH
*** ***** ****** **., ******** City, VA 22655
540-***-**** *****.*******@*******.***
PROFESSIONAL SUMMARY
Customer Service Representative in the corrugated print industry while instructing how to manage digital files and convert from paper to digital formats. Mortgage Loan Officer II with a 4-year background in consumer financing, loan administration, risk management and account management. Excellent analytical and communication skills and handling confidential documents and information. Hardworking Account Manager with 8 years of experience working within the K-12 Educational Publishing Market. Trained in project and time management with extensive knowledge of Fulfillment, scanning, document conversion, enhancement and creation of SOPs along with accuracy plus proven multitasking abilities. Committed to maintaining professional relationships and complete confidentiality with clients to increase profitability and drive business results. Have many years in digital reproduction for the printing industry in graphic arts working with high end customers for scanning, color correction and page layout plus design, large format scanning reproduction and high-speed scanning of documents.
SKILLS
Customer service, account management, sales, communication, handling confidential information, detail oriented, organizing, planning, analytical thinking, quality driven, information management, conflict management, NMLS licensed, operations management, fulfillment management, records management, administrative duties, SAP purchasing, estimating, quoting, EDI and Purchase Order processing, scanning drum and flatbed and high-speed scanners and imaging specialist. Ability to work independently and in a team environment. Advanced skill applying research and interpretation of findings to respond to requests for information.
Possess comprehensive knowledge of Empower, Encompass Data Base, Cimmaron CRM Data Base, Microsoft Word, Excel, and Outlook, OneNote, Citrix environment plus multi-database usage and Adobe products such as InDesign, Illustrator and Photoshop along with QuarkXPress, scanning programs, create websites, posting content, accurate data entry and social media, ad creation, .
Microsoft Office 365
Adobe Pro Suite
Heavy Phones
Superior organization skills
Develop, create and update digital workflows
SOPs Development
eSignature/DocuSign
Data Analysis and Research
WORK HISTORY
DS Smith Incorporated, North America Packaging and Paper Division
Customer Service Representative Winchester, VA August 5, 2021 to Current
The role entails being the primary internal point of contact for a defined customer base, working and supporting both the internal and external teams to achieve business objectives and service goals. This role will primarily work within the Kiwiplan Enterprise Sales Processing software to perform most tasks.
• Daily/Weekly/Monthly team reporting and Data Analysis
1.OTIF (On Time In Full) Report
2.Labor KPI’s
3.Manufacturing KPI’s
4.Aged Inventory Management/Supply Report
5.EDI Order Verification
6.Sales Reports
7.Backlog Report
• Handle and protect company and customers confidential information
Processing new and repeat customer orders within agreed service level agreements for inventory.
• Proactively reviewing customer requirements, to maximize service account information & stock
levels.
• Acknowledging customer complaints and report dissatisfaction/failures in line with the site’s
policies and procedures; resolving where applicable or escalating when necessary.
• Discussing solutions with customers and follow through those actions to ensure customer
satisfaction.
• Building strong working relationships with internal teams and customers by sharing
information and acting as a liaison for other areas of the business.
• Building strong relations with customers, gaining insight to their business. Keeping them
informed of the status of their orders or answering any other queries that may rise at either the
company’s or customer’s directive.
• Working with the team and other colleagues (our internal customers) within the company to
improve team cross-departmental relations, flexibility and efficiency in our service offerings.
• Working with Production / Scheduling / Quality
1.New Item Approval
2.Emergency Orders
3.Customer Issues
• E-mail/Phone correspondence with customers
1.Late Orders
2.Part-Shipped/Overrun Orders
3.Sending Quotes / Order Confirmations / BOLs
• Utilizing Service Now Portal to Update SAP Records
1.Update Customer’s Billing Address
2.Add Customer’s Ship-to Address
3.Update Customer’s Invoice E-mail Address
4.Create Purchase Requisitions
• E-mail correspondence with NAPP Credit
1.Request increased credit-limit
Creating & Maintaining Companies/Addresses
Creating & Maintaining Product Design / Routes
Checking Watchlists & Reacting Appropriately
Sending Quotes to Customers/Sales Reps
Booking Orders
1.Make & Deliver
2.TopUps
3.Calloffs
4.Editing Orders (Due Date, Quantity, etc.)
Sending Documents to Customers
1.Order Confirmation
2.Bill of Ladings (Dockets)
3.Price Lists
Create Customer Issues
1.Issue Credit
2.Issue Returns
Running Reports / Search Reports
• System Data Changes/Updates/Relabel
• Price Changes/Updates
• Cost Analysis
• Data Analysis
• Sales and Business Development
• Trainer for Excel, Adobe Pro and scanning techniques
• Create and maintain complex filing system with digital conversion
• Answer Phones, Email
• Assist colleagues with workflow issues
NAVY FEDERAL CREDIT UNION
Senior Mortgage Loan Officer II Winchester, VA December 2, 2019 to July 26th 2021
Interview and council members about first mortgage loans and refi’s and completing confidential mortgage loan applications 1003. Establish and maintain personal relationship with members, and to guide and follow their mortgage loans from initial application through the loan closing process and handle and protect customers confidential information. To determine applicant’s qualifications; providing detailed information about Navy Federal's mortgage and equity loan products; clarify complexities of the mortgage/equity loan process; and evaluate, personalize, and recommend financing alternatives. To build and maintain referral relationships with realtors, builders, and other centers of influence. Analyze referred loans for areas of concern and determine proper course of action (e.g., obtain explanations for derogatory credit)
• Licensed in United States through the credit union.
• Determine and advise members on approved loan conditions and documentation requirements
• Ensure progress and inclusion of required mortgage processing information (e.g., verifications
of employment, assets, income and liabilities; appraisal reports, Navy Federal and investor
requirements, etc.)
• Maintain contact with the member, Realtor and/or seller during the entire loan process
• Monitor mortgage loan process from start to finish and ensure compliance with Federal laws,
as well as Navy Federal, NCUA and secondary market practices, guidelines and regulations
• Remain available to members and/or their real estate agents during scheduled evening hours
after assigned workdays and during scheduled hours on assigned days off (e.g. weekends)
• Request and obtain documentation needed and forward to Mortgage Processor/Underwriting
• Respond to inquiries about mortgage applications, processing status, problems and concerns
• Take first mortgage loan applications via face-to-face interview, mail and telephone
• Resolve or arrange for resolution of operational/processing issues, inquiries and complaints
• Respond to inquiries and resolve any issues concerning the processing of applications
• Review application for completeness, data integrity and accuracy; determine if additional
information and/or supporting documentation may be required.
• Perform other duties as assigned.
FAIRWAY INDEPENDENT MORTGAGE CORPORATION
Mortgage Loan Officer Winchester, VA June 11th, 2018 to November 22, 2019
Licensed in VA, WV
Handle and protect customers confidential information
Customer Retention, by maintaining friendly and professional customer interactions.
Marketing with an Online presence, lead generation, Networking Groups.
Creating proposals with the current client scenarios.
Explained different types of loans pertaining to client situations.
Worked with processors, underwriters to fix application problems and resolve issues.
Reviewed loan files and updated to match current standards.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
Recommended loan approvals and denials based on customer loan application reviews.
Originated, reviewed, processed, closed and administered customer loan proposals.
Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Developed and maintained relationships with local real estate agents.
Contacted potential clients to pursue sales and gather funds.
Collaborated with compliance department to eliminate procedural errors and margin breaks.
Meet with clients to generate new business.
Gathered data and built financial models around key metrics.
RESIDENTIAL MORTGAGE SERVICES, CORPORATION
Mortgage Loan Officer Winchester, VA July 10, 2017 to May 30, 2018
Licensed in VA, WV, MD
Handle and protect company and customers confidential information
Customer Retention, by maintaining friendly and professional customer interactions.
Marketing with an Online presence, lead generation, Networking Groups.
Creating proposals with the current client scenarios.
Explained different types of loans pertaining to client situations.
Worked with underwriters to fix application problems and resolve issues.
Reviewed loan files and updated to match current standards.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
Recommended loan approvals and denials based on customer loan application reviews.
Originated, reviewed, processed, closed and administered customer loan proposals.
Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Developed and maintained relationships with local real estate agents.
Contacted potential clients to pursue sales and gather funds.
Collaborated with compliance department to eliminate procedural errors and margin breaks.
Met with clients to generate new business.
Gathered data and built financial models around key metrics.
RESOURCES FOR EDUCATORS a division of Wolters Kluwer
Senior Account Manager/Customer Service Representative III Front Royal, VA
November 30, 2009 to July 7, 2017
Sales / Business Development.
Handle and protect customers confidential information
Create sales and marketing strategies for the k-12 educational market across the United States, Canada and Puerto Rico.
Develop, create and update training content.
Develop, create and update digital workflows/websites.
Copyright Analysis/Processing.
Costs and Data Analysis.
Estimating and quoting.
Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
Managed quality assurance program including on site evaluations, internal audits and customer surveys.
Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
Saved the company $900,000 by researching and implementing digital workflow cost-saving initiatives and creating fresh new approaches to long-standing problems.
Worked with educational customers to understand requirements and provide exceptional fulfillment service remotely.
Purchase Order Processing.
Processed and Distributed Daily Mail.
Remote Support.
Accounts Receivable, Refund Processing.
Debt Collections, Cancel and Suspend Account Calls/Processing.
Performed Daily Data Backup.
Negotiated Vendor Relations with Vendor Document Processing.
Purchasing supplies for the company and Performed Inventory Management.
Accounting Duties: Duplicate Web Charges, Month-end Discrepancies, Payment Transfers, EFT Tracking, Credit/Refund Processing.
Efficient use of Microsoft Office, Adobe Acrobat X Pro, QFW & PETE (database), scanning programs.
EDUCATION
Taken NMLS SAFE CE Required Courses and passed SAFE exam in the state of Virginia and West Virginia. Meet annual continuing education requirements and licensing.
Master Loan Processing Certification through NAMP Mortgage Loan Processors.
iGEN3 110 Digital Press Operations and Color Management Certification in Rochester, NY.
Color Management Certification, G.A.T.F. in Pittsburgh, PA. In depth color theory classes and I.C.C. profile set-ups.
Scanning techniques and theories Certification. Scitex training in scanning techniques and output devices in Chicago, Illinois.
High speed scanning practices.
Supervision and Management (Certificate), Hagerstown Community College – Hagerstown, MD.
Graphic Arts Management (Certificate), Central Piedmont Community College – Charlotte, NC.
Business Computer Programming (No Degree), Gaston College – Gastonia, NC.
Business Computer Programming (No Degree), Western Carolina University – Cullowhee, NC.
AFFILIATIONS
Past Rotarian, Rotarian Board Member and Paul Harris Fellow, TOV Chamber Member, Past Chamber Ambassador, BNI, Board of Realtors Affiliate, Blue Ridge Housing, Multiple Events Planning Coordinator, Information Systems Advisor.
LICENSES AND CERTIFICATIONS
Previously licensed as a Mortgage Loan Officer in the states of Virginia and West Virginia, and across the country with Navy Federal Credit Union
NMLS #1615957. VHDA Certification. NAMP Master Loan Processor Certification.
FAMILY, CHURCH, GOLF, WORKING IN MY YARD
Multiple Mortgage Databases/CRM’s
Empower
Optimal Blue Credit
List Reports Digital Marketing Platform
Practiced at Conventional, FHA, USDA, VHDA, VA Loan
Experian Transact SM
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