Sales Customer Service

RAHEAM K. OLIVER ****E Moonshine Hollow ******.******@*****.*** Laurel, MD 20723 202-***-**** • 240-264-689 ________________________________________

OBJECTIVE Business to Business Sales Account Manager

CAREER SUMMARY

Highly motivated, enthusiastic and versatile management professional with extensive production in 5+ years of sales/ account management, finance and consultant experience. Decisive team leader who recognizes the importance of group cohesiveness and concomitant goal achievement and possesses a distinguished track record in meeting production schedules, cost targets, and quality goals. Recognized for keen analytical and problem solving skills; complimented by a strong financial and strategic planning background. Excellent oral and written communication skills; accompanied by broad and varied experience in multiple product areas and systems.

PROFESSIONAL EXPERIENCE

Capital One Bank Bethesda, MD Sept. 2011 – present

Mortgage Consultant/Senior Associate

• Developed and consistently follow up on cold and warm sales leads for mortgage products to consumers who are buying or refinancing homes. This process is via Internet and telephone sales

• Cultivate and maintain relationships with borrowers and mortgage staff , Work closely with the operations staff (particularly processors, underwriters, and Closers) to ensure that the loan applications are fully completed, that the necessary supporting documentation are received, and that the loans close as scheduled

• Knowledgeable of all mortgage industry regulations, including the Fair Credit Reporting Act, the Real Estate Settlement Procedures Act, the Community Reinvestment Act, Truth-in-Lending laws, etc.

• Applied underwriting standards of our various investors (Chevy Chase Bank, Fannie Mae, Freddie Mac, FHA, VA, etc.) to each transaction to ensure that borrowers are put into a loan program for which they qualify. This includes analyzing people’s credit histories to ensure that they are eligible for our products (and how to counsel them if they are not)

• Successfully registered with, and obtain issuance of a unique identification number from, the Nationwide Mortgage Licensing System (NMLS) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act).

Capital One Bank Laurel, MD Sept 2010 – Sept. 2011

New Customer Sales and Service (NCS)

• Counseled inbound calls; stabilizing irate customers calling regarding bank services and related costs

• Established and maintained relationships with potential customers to generate/increase revenue

• Consistently performed as a top 5 banker throughout all regions, meeting all quotas, goals and bonus metrics.

• Educated and advised customers on products or service that best fit their financial needs

******.******@*****.*** (primary) 202-***-**** (home) 240-***-****

Capital One Bank Laurel, MD Jan 2010 – Sept. 2010

Inbound Customer Service Represent

• Assessed all inbound calls to assure customers receive assistance from the proper department

• Initiated through team meetings, educated sales team on all new compliance guidelines

• Recognized as a team lead, able to maintain an 100% avg. on quality recorded calls

• Negotiated new payment plans to suit customers’ financial needs

• Increased customer service levels, effectively forecasting customers complaints, technical and or billing issues

Wells Fargo Home Mortgage Columbia, MD Feb. 2009 - Nov. 2009

Inbound Collections Representative

• Educated customers on mortgage loan modifications (HAMP/HARP) for defaulted home loans

• Collected and processed past due payments on delinquent customer accounts

• Referred new payment; within guidelines best suitable to customers financial needs

• Collaborated with loss mitigation and lenders to provide customers with internal workout options to prevent foreclosure

• Provided credit counseling

Broadview Networks Laurel, MD Feb. 2008 –Feb. 2009

Account Manager/sales specialist

• Contacted, met and built relationships with potential business customers to discuss services and establish new customer base.

• Advised customers of appropriate equipment/service selection.

• Reviewed and managed customer accounts after the closing of telephone and internet services; providing customers with technical support.

• Trained new hires on all company systems used to support customers.

• Consistently met and exceeded bi-weekly sales quotas and goals. Reviewed and managed customer accounts after closing of telephone and internet services.

The Washington Times Washington, DC Nov. 2003 – Sept. 2007

Sales Specialist/Data Entry

• Maintained customer relations by providing accurate information on available products

• Collected renewal and new customer accounts in PBS system.

• Processed account receivables, coached new hires, updated Sales Rep statistics, and practiced quality control.

• Collaborated with managers and other departments on special projects

• Performed other duties as assigned

EDUCATION

Largo High School Largo, MD June 2001

Strong References Gladly Provided

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