Loan Officer

ELAINE E. PENA

**** ******** ***, *** *******, TX 78244 210-***-****

******@****.**.***

Driven to exceed goals by providing exceptional customer experience, creating customer loyalty and excelling in upselling/cross-sell opportunities.

6/2016 – 11/2020

CUSTOMER SUCCESS MANAGER, PRO-VIGIL

Responsible for a portfolio of 200+ high-end customer accounts which included the day to day management of all service and sales in a fast-paced environment. Worked closely with other departments (TM, PM, IT, AR, FS and Monitoring) across the company to exceed customer expectations. Responsibilities included; onboarding new high-end customers, retain and service account relationships, build strong loyalty with each customer that resulted in increased cross-sell opportunities and additional sites. In 2018, overall revenue contribution from Jan-Sept fixed division exceeded $54.4K an average of $6K monthly RMR.

6/2015 – 6/2016

RETAIL SALES MANAGER, T-MOBILE

Responsible for working closely with the Store Manager and team to achieve sales goals and customer satisfaction. Directly worked with employees by motivating and driving business results through coaching, mentoring and sales training. Assisted with the overall store operations and maintained a positive employee culture.

3/2014 – 6/2015

GENERAL MANAGER, TitleMax

Specialized in providing customers with financial solutions on short term loans in a fast-paced environment. Responsible for managing increased revenue, cost saving elements, marketing and sales on a day to day basis. Directly worked with employees by motivating and driving business results through coaching, mentoring and sales training. Assisted with the overall store operations and maintained a positive employee culture.

11/2010 – 3/2014

DISTRICT MANAGER, Cottonwood Financial DBA, The Cash Store & Title Loans

Responsible for 5 locations and staff. Aggressive upsell targets with emphasis in exceptional customer service. Specialized in providing customers with financial solutions on short term loans in a fast-paced environment. Required multi-tasking of managing increased revenue, cost saving elements, marketing and sales on a day to day basis. Directly worked with employees by motivating and driving business results through coaching, mentoring and sales training. Assisted with the overall store operations and maintained a positive employee culture.

01/2000 – 10/2010

LOAN OFFICER, Texas State Home Loans

(Partnered with 1 Broker) Originated Freddie Mac, and Fannie Mae home

Loans which included; home equity, home improvement, refinancing, and second

mortgages. Additionally, performed dual role of loan officer and processor for all loan types. Recipient of “Top Producer” Award.

MAY 1981

ROOSEVELT HIGH SCHOOL

•Highly Motivated to exceed goals

•Team Player

•Customer Advocate

•Dependable and Hardworking

•Problem Solver

•Multi-Tasker

•Lead by Example

•Flexible

REFERENCES

(Available upon request)

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