Customer Service Mortgage Consultant
Resume:
Zohaib Malik
Aliso Viejo, CA *****
***.****@*****.***
Objective
Exceptional Sales professional with extensive experience in building and lasting relationships across multi-state territories, designing winning sales strategies and driving teams to reach challenging revenue and project goals. Consistently exceed sales expectations in highly competitive markets. Strengths Include: Sales Campaigns, Professional Development, Best Practices, Sales Strategies/Tactics, National Project Management, Sales Management, Client Relationship Development, New Business Development, Process Improvements, Product Demos, SaaS, Mortgages/Finance, B2B and B2C
Work Experience
Senior Mortgage Banker
PennyMac Loan Services LLC - Thousand Oaks, CA
2021 to Present
● Networked and generated mortgage opportunities end to end cycles in 25 States
● Analyzed financial information obtained from clients to determine strategies for meeting clients financial objectives
● Researched banking guidelines and statutory requirements to stay updated on new laws
● Inbound and outbound telesales, intake of up to 20 clients on a daily basis
● Investigated and explained personal data provided by customers to resolve discrepancies
● Collection and recording of supporting documentation per regulation
● High customer service standards, strong problem solving Executive Mortgage Consultant
Broker- Orange County, CA
2020 to 2021
● Self generated mortgage leads ny networking with realtors and brokers -Licensed in 15 States
● Responsible to execute the loan origination process, including applications, credit reports, appraisals and preliminary title reports
● Maintained and expanded customer relationships in order to generate business opportunities
● Assisted clients with debt consolidation or cash out refinance in order to reflect savings
● Investigated and explained personal data provided by customers to resolve discrepancies
● Collection and recording of supporting documentation per regulation
● Presented and explained different loan options to the clients Platinum Loan Officer
LoanDepot LLC - Irvine, CA
2019 to 2020
● Licensed in 7 States
● Monitored individual production levels, funding ratios and lock delivery performance
● Took up to 12 inbound refinance leads with a consistent conversion rate of 30%
● Collected all supporting documents at the time of sale and submitted files for processing
● Funded up to 15 loans per month (3 million+)
● Promoted from Bronze to Platinum level banker in 8 months
● Focused on building rapport and analyzed financial situations to determine appropriate loans SMB OTM Executive
Charter Spectrum Business - Cypress, CA
2018 to 2019
● Effectively sold Spectrum products and services to new and existing business prospects
● Controlled full phone cycle of the sale from initiating the first contact to closing the deal
● Consistently exceeded monthly sales quota by adding new lines of service (TV,Wifi,Cable)
● Ranked within top 3 sales agents for 4 consecutive months
● Met established activity targets and key performance indicators, including outbound calls per day, follow-up calls, quotes sent, sales, and connects
● Established and maintained a high level of prospect satisfaction in all interactions
● Acted as a product consultant when promoting, recommending and selling the value of Spectrum Business service product
● Informed clients of our products and Spectrum Business' competitive advantage compared to other service providers
● Effectively balanced new lead generation versus follow-up efforts; created a strong follow-up plan that allowed for greater efficiency and increased sales conversion rates Lead Sales Executive
Consumer Brands - Newport Beach,CA
2016 to 2018
● Provided a middle-man service between consumer and various brands; offered services such as Smart Home Security, Wi-Fi, TV and Voice
● Kept up with market trends, current emerging communications and entertainment technologies for both the company and its competition
● Maintained excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
● Took up to 40 inbound inquiries and 15-20 outbound follow-up calls per day to exceed quotas
● Maintained consistent metrics as follows: conversion rate greater than 30%, RPPC of greater than 60, units per sale greater than 1.35
● Consistently ranked within top 3 sales agents for 6 consecutive months. Inbound Sales Manager
Comcast/NBC
2013 to 2016
● Maintained a professional staff by focusing on productivity and exceeding sales goal
● Implemented new ideas for daily/weekly incentives to motivate sales executives
● Regularly graded calls to keep team focus strong on sales process and quality assurance
● Listened in on agents live calls and coached them on upselling throughout the call
● Helped develop and implement good practices for selling products and services, increasing customer satisfaction through consultative selling based on individual needs
● Facilitated rollout of new product/service (home security) for which I trained 180 agents on selling process and upselling techniques
● Consistently ranked within the top 15 out of 180 sales agents for 12 consecutive months
● Trained team members on new and current product/services
● Recognized for ability to lead and influence, especially on using best practices and implementing new sales techniques
● Assisted Supervisor in analyzing sales reports and projects, Facilitated weekly team meetings Management Trainer
Enterprise Rent a Car - Ann Arbor, MI
2011 to 2013
● Continued to stay within the top ten sales performers by exceeding daily/monthly sales performance goals on both site and individual level
● Managed a fleet of more than 200 vehicles at the local branch. Worked in a fast paced environment at DTW.
● Increased the site customer service score from 85% to 97% by providing high levels of customer service to gain customer loyalty and satisfaction
● Increased company profit by selling additional features with the rentals such as insurance protection, and gas
● Always maintained a positive customer service environment, and resolve customer issues as they arise with a sense of urgency
● Trained new hires in day-to-day business operations Education - Bachelor of Business Administration in Management Eastern Michigan University
Additional Skills - MS Office, Bilingual in English and Hindi, Salesforce, Hubspot, Five9, Encompass, Zoho, Velocify
Contact this candidate