Customer Service Quality Control

Marilynn M. Leach

*** ******* ******* **** ********* South Carolina Phone 803-***-**** E-mail:*************@*****.***

Finance and Administrative

** **** **** ********** ** finance and administrative field

Skills Summary

Loan Officer, Processing, Underwriting Experience Sales Experience Collection Experience

Accounting/Payroll, A/R, & A/P Customer Service Dispatch

Administrative Experience Quality Control Marketing

Leadership Training/Management Organizational Skills Quickbooks

Microsoft Office Telemarketing Excel/Contour

Awards/Certificates

State of South Carolina/ Loan Officer Company/Customer Service Training Quality Control/Finance Loan Process & Closings

Company/Shipping & Transportation Company/Payroll & Human Resources Mobile College/Computer Programs

Lexington District 1/Substitute Teaching

Professional Experience

Teaching

§ Worked as a instructional assistant in the autistic class, and as Resource Teacher

§ Administered in the health room, food service and housekeeping when requested

§ Taught in 6 Lexington District 1 Elementary Schools as needed

Manager

§ Provided Administrative Assistance to manager

§ Interpreted documents of policy and procedures

§ Internet research of interstate commerce and regulations, extrapolation of data from sales force

§ Interacted daily with the business office and dispatch personnel for smooth daily operations

§ Prepared all tax reports for weekly, month-end and yearly closings

§ Compiled and balanced payroll for office, drivers and shop personnel along with reports

§ Bank runs and deposits daily along with monthly reconciliation

§ Accomplishments-Company revenues increased 25% within 3 months

Administrative Assistant

§ Created filing System to quickly access manual claim files

§ Assisted front desk to handle clients, answered multi-line switchboard, provided information of how to file unemployment benefits

§ Directed callers to the appropriate area for claims questions, resolved clients complaints

§ Expertly moved from department to department to do what tasks was needed

§ Accomplishments-Recognized by management and supervisor for expedient service which increased clients service & numbers

Mortgage Broker/Loan Officer

§ Supervised a team of 6 Loan Officers

§ Performed daily management tasks, reviewed all loans before sending to the various lenders or underwriters

§ Interacted with all lenders representatives and attorneys prepared and presented monthly reports, trained new loan officers

§ Facilitated all turndown loans and either closed or revamped, modified

§ Coordinated consumer affairs audits

§ Bulk loan sales from the warehouse line

§ Quickly advanced in responsibilities to handle complex applications

§ Active listening to the client to understand their personal financial goals and home ownership

§ Explained and coordinated all loan papers and procedures, deftly handled confidential information

§ Provided superior customer service to guide client through the mortgage process, called former customers when rates dropped

To offer refinancing the loan, cold calls from prospective client listings

§ Assuming lead role as quality control officer reviewed open loans to see all legal documents were in order, all items on the closing checklist had been done correctly, then took possession of the loan file to bring up to date

§ Accomplishments-As a senior loan officer, profits increased significantly, loans were closed faster and dates moved up, ratios of increased loans 50%. Increased referrals and clients to refinance their loans .Received the honor of top producer with monthly average of 350,000 to 750,000 in sales

§ Held title of top producer for 9 times in a year, insurance sales of 15,000-25,000 increasing the profitability of the company

§ Received the honor of top producer with monthly average of 350,000 to 750,000 in sales

§ Held title of top producer for 9 times in a year, insurance sales of 15,000-25,000 increasing the profitability of the company

Employment History

2010-present Lexington school District 1 Substitute Teacher Lexington, SC

2009-2010 Southern Connections Tours Accounting Manager Lexington, SC

2009-2009 S C Security Commission Clerical Lexington, SC

2000-2009 Century Financial Services Mortgage Broker/ Manager Lexington, SC

Education

University of South Alabama Certificate in Computer Programs

Northeast Community College 6 credit hours in Computer & Typing

Midlands Technical College 12 credit hours in Allied Science

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