Loan Processor Customer Service

BREAUNA

MCGHEE 872-***-****

Chicago, IL*

********@*****.***

P R O F I L E

E D U C A T I O N

WORK E X P E R I E N C E S

S K I L L S

Enthusiastic sales and customer service professional with expertise in communication and negotiating. Driven to provide superior quality customer service and passionate about resolving employer and client challenges with innovative solutions to drive loyalty, retention, and revenue for customers and employers alike. Excels in ultilizing extensive product knowledge and services to increase efficiency and customer satisfaction. Customer Relations

Account & Project Management

Salesforce

Utilize AI systems (ANN and Doug) in the loan processing procedure. Monitor Service Level Agreement times to guarantee deliverables arrive on time. Cultivate strong virtual relationships with our customers while advocating for their needs and the implementation of new processes and procedures.

Address inconsistencies within the Snapdocs systems with efficient communication and collaboration with department leads.

Supervise interpersonal relationships between store staff and delivery team. Receive and execute over 200 inbound phone calls per month while simultaneously resolving customer tickets via Zendesk. Provide world-class customer service via phone and email by demonstrating a high level of product knowledge, attentiveness, and patience.

Handle customer inquiries and complaints in a professional and timely manner, escalating more complex issues to the appropriate internal teams.

Provide Quality Control to ensure closings reach our consumers with minimal errors. Ensure inbound/outbound calls are supported and meet customers contractual KPI’s. Conduct interview screenings aligned with Operating Principles to select qualified staff for open positions. March 2021 - Present

USER OPERATIONS SPECIALIST

2018

Depaul University

Bachelor of Arts, Anthropology

Leadership & Team Building

Business Acumen

Adaptability

Snapdocs

Provided beverage consulting and implementation services for private events as well as restaurant/ bar programs interested in improving, expanding or re-inventing themselves. Services included menu development, beverage program design, staff training, and inventory management, beverage cost analysis, purchasing, operations analysis, marketing and promotion.

Maximized business growth by providing fine tuning email marketing strategies to ensure 100% client retention. Expanded client network by 65% through industry networking, marketing to local businesses and identifying areas for decreased cost for current clients.

Maintained an updated, thorough record of sales and client preferences to solidify an enhanced client experience. September 2018 - Present

BEVERAGE CONSULTANT

Breemix Beverage

Managed day-to-day operations for an upscale retailer cafe, including monitoring daily expenses and revenues, coordinating with vendors while ordering supplies and inventory, employee management, and scheduling. Served as a primary contact for escalated customer inquiries and complaints while monitoring customer feedback and satisfaction levels to increase loyalty and maintain a positive reputation. Created and developed an ongoing training program for current employees to be completed upon hire. Communicated employee performance in biweekly meetings while anazlying and implementing actionable goals. Observed metrics and assembled budgets for company branded products according to analytics to identify opportunities for growth and surpass margin targets.

Initiated continuous survey of company procedures to identify opportunities to enhance operational quality and team efficiency.

Researched and coordinated monthly meetings with Director of Operations to discuss and implement efficient business strategy.

Performed full cycle recruitment, including sourcing and interview process. Completed onboarding and training for newly hired employees. Forecasted demand requirements, ensuring stock availability while developing a tailored inventory control process and performed a complete check at directed intervals.

February 2019 - December 2019

General Manager

FoxTrot

Conducted tailored client background interviews, including detailed financial history, while ensuring client satisfaction throughout the process.

Completed the necessary steps in the loan process for the VA Loans, First-Time Buyer, Move-Up Buyer, Refinance, and Income Properties departments, ensuring timely, accurate and fair proceedings. Ensured federal and state compliance regulations, including company privacy and security by remaining up-to-date on all security training, processes and procedures.

Completed daily quality control for all assigned loan applications, ensuring application completion, and resolution of missing documentation.

Maintained a high level of openness and flexibility while working in a fast-paced, rapidly changing industry. February 2019 - December 2019

LOAN PROCESSOR

First Rate Financial

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