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Customer Service Contract Specialist

Silver Spring, MD
June 29, 2022

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Peter B. Gabriel

**** ********** ***** ****** ******, MD 20903 Cell: 703-***-****


Energetic and performance-driven professional with over ten years of experience working

in mortgage/appraisal customer service, including sales and customer care. Familiar with industry customer service software, conflict resolution, and possess a positive attitude. Excellent oral

and written communication skills. Able to prioritize work daily and understand importance

of urgent requests. Ability to build and lead teams. Key strengths include:


Customer Service


Team Player



Multi Tasking

Meet Deadlines





Collateral Underwriter 2021 - 2022

Guaranteed Rate

Utilized the Collateral Underwriting LOS, the CUW will underwrite collateral in the order in which the Appraisal is returned by the appraiser.

Followed loan and investor specific checklists and guidelines ensuring all risk is accounted for and mitigated.

Identified missing or incomplete pieces of data within the appraisal or supporting documents

Formulated an opinion regarding both the quality of the Appraisal and the rationale used by the Appraiser to determine value.

Notified the Appraiser of any necessary revisions or updates to the appraisal required for Guaranteed Rate’s representation and warranty of the collateral.

Addressed any and all received revisions as they are returned by the Appraiser.

NAEP Help Desk Agent 2019 - 2021


Took incoming calls from participating schools and staff.

Answered questions about procedures and practices during the assessment.

Worked with schools to help them register and upload information for the assessment.

Answered user inquiries regarding computer software or hardware operation to resolve problems.

Read technical manuals, conferd with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

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Referred major hardware or software problems or defective products to vendors or technicians for service.

Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Read trade magazines and technical manuals and seminars to maintain knowledge of hardware and software.

NAEP Recruitment Desk Agent

Contacted potential field employees references and former employers.

Asked a specific set of questions and completed the forms on line.

Valuation Specialist 2013 - 2019

Prosperity Home Mortgage

Managed over 1,900 active appraisals for residential loans in 19 states.

Tracked and ensured the appraiser kept a 95% turnaround time within 7 calendar days.

Recruited local appraisers for appraisal fee panels across the 19 states.

Developed Service Level Agreements for new appraisers.

Worked closely with accounts payable to ensure accurate and timely payments.

Acquired, assigned and reassigned FHA and VA case IDs to appraisal orders and different lenders.

Managed appraisal orders with proactive communication to sales and operations partners.

Took direction from the Appraisal Team Lead.

Properly placed and followed up on appraisal orders from initial order to final delivery.

Followed up with appraisal management companies (AMC'S) to ensure appraisal fees and appraisal completion times were met and continued to keep the appraisal order moving forward.

Sourced additional appraisal options with other appraisal management companies and fee panel appraisers for best results.

Initiative COC'S in Encompass when applicable.

Communicated any SLA issues to Chief Appraiser.


Westat Supervisor 2008 - 2013

New Century Mortgage Corporation Division Appraisal Coordinator 2002 - 2007

AIAA Honors and Awards Liaison 2000 - 2002

WMC Mortgage Company Account Executive 1997 - 2000

MCR Federal, Inc Contract Specialist 1997 - 1997

SMS Real Estate Services Appraisal Coordinator 1987 - 1996


B.A., Communications, Graduated

Curry College

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