Manager Sales Service Representative

Christal May **********@*****.*** 618-***-****

PennyMac (December 2020-Currrent)

Title and Subordination Reviewer

● Performing routine data entry and validation tasks

● Initiating third party orders (title, appraisal, hazard, flood cert, credit, etc.)

● Reviewing and validating loan documents

● Handling routine calls, emails and/or chat responses

● Assigning and distributing work loads

● Monitoring work queues and intervening as needed

● Interacting with multiple departments to expedite processing and/or issue resolution

● Performing other related duties as required and assigned

● Demonstrating behaviors which are aligned with the organization's desired culture and values

APPL

George Weber Chevrolet (April 2019-October 2019)

Internet Sales Associate

● Interact with potential customers in regards/to assist their vehicle needs

● Display knowledge on features and Benefits of all New and Pre-Owned Chevrolets, as well as other Pre-Owned brands available

● Attain and retain in depth knowledge regarding Chevrolet products both new and pre-owned

● Attain knowledge on any pre-owned brand to best assist customer needs

● Go between for Finance Manager and Sales Manager to attain best option of vehicle wants/needs and to get customer with best finance structure.

● Cross sell accessories based on customer needs/wants

● Prepare vehicle for delivery to customer(s)

● Follow up with customer and solicit repeat business Neighbors Credit Union (May 2018-April 2019)

Contact Center Assistant Manager

● Acting Assistant to Contact Center Manager

● Monitor Quality of Inbound Calls

● Measure Analytics to improve Contact Center Member Service

● Develop positive relationships between the Contact Center staff and the various departments

● Develop and maintain up to date compliance procedures

● Schedule staff to meet coverage necessary for members needs

● Attend seminars/webinars as fit to the area of business to stay ahead of the service curve

George Weber Chevrolet (June 2014-May 2018)

Business Development Manager(Call Center Manager Sales/Service)

● Develop and implement training programs for Service and Sales of the Business Development Center

● Create and maintain proper scripts for different products and services available

● Meet monthly sales goals

● Schedule recall appointments for customers vehicle

● Hire/Fire staffing

● Keep all staff motivated to bring customers into the dealership for buy back opportunity

● Work closely with upper management and General Motors

● Complete quarterly assessments of the dealership and performance as a whole

● Make outbound and take inbound calls to get customers scheduled to come into the dealership

Gateway Metro Federal Credit Union (December 23, 2003-June 30, 2014) Training Specialist 2010-2014

● Create procedures for credit union representatives

● Develop credit union wide ‘staff training day’ activities (team building and learning)

● Develop training programs that enhance skills of new and current representatives

● Conduct robbery training for credit union new hires

● Attended Member Loyalty training with CUNA

● Maintained credit union employees for compliance training, and ‘Star Program’ knowledge

Automated Service Representative/Automated Services Specialist 2004-2010 (Promoted to Specialist 2008)

● Wire Transfers (inbound and outbound)

● Process, transfer, and balance ACH report daily

● Process, transfer, and balance payroll

● Call and collect on credit union negative accounts

● Maintain credit union card stock for same day debit cards (Implemented this program, prior to that, it took 7-10 days for members to get their debit card)

● Implemented Western Union in all credit union branches

● Attended several Epcor conferences for ACH knowledge Items Processing Center 2003-2004 (A new department was formed to process members

‘mailed’ items, my manager recommended me for the position)

● Collecting credit union mail daily from the Post Office

● Sorting all mail transactions, opening, and dispersing to departments/individuals as needed

● Posting loan payments, and deposits that members mailed in

● Filing ALL open mortgage portfolios

● encoding, and balancing ALL credit union checks for deposit (including all GMFCU branches)

● Scanning ALL checks for record of deposit before sending to the Federal Reserve Member Service Representative/Branch Lead 2003-2004 (This is the position that I started in, and was hired for)

● Deposits, withdrawals, transfers

● Opening and closing of accounts

● Balancing the cash drawer

● Balancing all checks made for deposit

● Open and close accounts

● Open and close CD’s (Certificate of Deposits)

● Open and close IRA accounts

● Close auto loans, mortgage loans, and personal loans

● Balance vaults at numerous locations while working as a lead

● Maintain branch integrity (environment experience for members)

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