Call Center Mortgage Processor
Resume:
Juana Moyer
Reading, PA *****
***********@*****.***
To seek a position that will provide me challenging managerial targets and tremendous growthperspectives and thereby advancing my managerial career.
Authorized to work in the US for any employer
Work Experience
Project Manager
Fraser Advanced Information Systems - Reading, PA
December 2019 to September 2022
Manage and understand overall project objectives as well as the role and function of each of the
contributing departments within the company.
Ensure the project or bid objectives and requirements are clear and agreed upon by all team members.
Coordinate delivery and installation of equipment and technology that meets customer and bid
standards.
Organize and manage all phases of the project to ensure all milestones and deadlines are met.
Drive problem investigation and resolution as required.
Ensure risks are identified, communicated and mitigated and that projects are delivered successfully.
Collaborate with Customer Trainer and Account Executive to schedule training.
Handle questions and concerns of the customer.
Ensure customers are satisfied with their new technology.
Ensure overall operations team works as one cohesive unit.
Senior Call Center Manager
Boscov's Call Center - Laureldale, PA
October 2011 to November 2019
* Manages daily call center operations.
* Meets call center financial objectives by assisting with the preparation of the annual budget; scheduling
expenditures; analyzing variances; initiating corrective actions.
* Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
* Accomplishes call center human resources objectives by recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees; administering scheduling systems;
communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and procedures.
* Empowers staff to resolve escalated issues, respond to customer feedback and track customer ratings.
Stay at Home Mom
Stay Home Mom - Reading, PA
May 2009 to October 2011
Stay at Home Mother
* I stayed at home for two years to take care of our oldest child.
Assistant Store Manager
Wet Seal - Wyomissing, PA
May 2007 to May 2009
* Ensured that associates were trained on product knowledge, selling skills, customer service and
operations.
* Assumed the manager's role in supervising staff in absence of the store manager.
* Worked with customers and modeled excellent sales and customer service skills.
* Worked as a member of the team to insure all store standards are met.
* Understood, supported, and complied with all company policies and procedures.
* Helped execute floor-set and promotional directives.
Mortgage Processor
1st Equity Solutions - Fleetwood, PA
March 2005 to May 2007
* Acted as a liaison between borrower, underwriter, loan originator and lender.
* Provided customer with timely and periodic status updates of their loan application.
* Established, maintained, and updated files, databases, records, and/or other documents for recurring
internal reports.
* Ordered credit reports, title reports.
* Prepared commitment letter(s), denial letter(s) and cancelled files when necessary.
Education
High School Diploma
Antietam High School - Reading, PA
August 1996 to June 2000
Skills
• Sales (10+ years)
• Customer Service (10+ years)
• Management (10+ years)
• Microsoft Office (10+ years)
• Time Management (10+ years)
• Mentoring (10+ years)
• Team Building (10+ years)
• Administrative Assistant (10+ years)
• Onboarding (10+ years)
• Recruiting (10+ years)
• Training & Development (10+ years)
• Social Networking (10+ years)
• Project Management (6 years)
• Customer Relationship Management (6 years)
Awards
Employee of the year 2012
December 2012
Named employee of the month three times in 2012 and named employee of the year at Boscov’s Call
Center
Contact this candidate