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Customer Service Sales

Location:
Charleston, SC
Posted:
March 30, 2020

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Resume:

JOEL G. CARLSON

adcjhv@r.postjobfree.com 757-***-**** Charleston, SC linkedin.com/in/joelgcarlson SUMMARY

As customer service professional with 6.5 years of experience in project management, customer relations, sales, and team leadership, I used these skills to bridge the gap between sales and operations while providing optimal service. After exploring a career change into nursing, I obtained a higher customer appreciation and a drive to provide a deeper level of hospitality.

WORK EXPERIENCE

Movement Mortgage Virginia Beach, VA and Austin, TX 2011-2017 Market Support Partner (October 2016-December 2017)

Provided full-service support to a high growth region in the Southwest made up of 35 offices in Texas, Oklahoma, and New Mexico

Conducted strategic reviews of our regional presence and optimized placement of offices to maximize potential client reach

Trained all new loan officers in the region on internal technology and standard operating procedures

Managed office logistics and buildouts including implementing and maintaining technology, coordinating with a range of service providers for all office needs, and acting as the point person for 9 regional Market Leaders Concierge Team Lead (April 2015-October 2016)

Promoted to supervise a team of Concierges tasked with ensuring the closing of $1 billion in loans nationwide each month

Trained direct reports on best practices in loan processing, customer service, and task prioritization

Worked with new loan officers to provide guidance and training on firm standards, processes, and culture Concierge (June 2014- April 2015)

Promoted to Concierge due to my strong knowledge of firm processes and relationships across teams internally

Liaised with all parties in the mortgage process from start to finish to ensure the closing of $300 million in loans monthly, which required project management and prioritization skills

Bond/USDA Team Lead (June 2013-June 2014)

Promoted to Team Lead and given charge of overseeing 12 processors, helping them set targets to achieve both individual and team goals

My team closed approximately $150 million in loans each year which represented 10% of the firm’s annual volume

Built relationships with representatives from government program agencies to facilitate better communication

Collaborated with Management to implement new programs based on industry data and customer demand which generated approximately $300 million in loans a year nationwide Bond/USDA Mortgage Processor (July 2012-June 2013)

Promoted to manage the full loan life cycle, requiring detail-oriented project management skills and organization

Provided clients with regular communication and support in the documentation process

Acted as a point person for 200 loan officers in order to ensure accurate and swift processing of client loans Secondary Account Manager (April 2012-July 2012)

Promoted from Appraisal Coordinator to Secondary Account Manager to oversee a team responsible for the high volume and time sensitive appraisal order management process

Negotiated pricing with appraisers for custom requests on behalf of Movement loan officers

Convened with Management about my team’s pipeline, deadlines, and long-term trajectory Appraisal Coordinator (August 2011-April 2012)

Acted as key contact between the appraisal partners and Movement by quarterbacking the ordering and distribution process

Assessed a high volume of appraisal forms to ensure completeness and accuracy, requiring strong attention to detail

Managed and facilitated the documentation process for appraisals` amongst internal and external team borrowers EDUCATION

Bachelors of Science in Marketing

Oral Roberts University Tulsa, OK 2010

Candidate for Associate’s Degree of Nursing

Trident Technical College Charleston, SC 2018-2020

Successfully completed nursing prep courses and first year of associate’s program



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