Officer Assistant Customer Service

LISA GLADDEN

*** ********* **** *** *** Pleasant Hill CA 94523 925-***-****

***************@***.*** LinkedIn: ********@********.***

Profile

Decisive and supportive critical thinking principles and concepts to make leveraged Human Resources

decisions. Full understanding of all stages of the employee lifecycle with the strong ability to analyze

economic, environmental, political, ethical, legal and regulatory issues concerning the importance of

human and social diversity in human resources management.

Experience

Survey Telephone Agent-Merits Research Center 05/2000-12/2000

Handling outgoing calls to clients with purchases or services performed recently within 2 weeks to

obtain research and development of satisfaction and other necessary information for said clients of

Merits to perform customer overall satisfaction. Computer knowledge and applications used. Headset

used and typing skills necessary for position.

Telephone Sales Agent- Bass Tickets 06/2001-12/6/2002

Assisted sales incoming calls for concert events and promotional events. Headset and computer

knowledge. Using rerouting, verbatim, and order laced products through computer orientated

applications. Monitored and recorded phone calls. Maintained a good work environment, and good

customer service skills needed to perform the daily activities of handling phone calls.

Loan Officer Assistant Supervisor - United Mortgage 05/2003 – 08/2008

Supervised telemarketers to achieve success in obtaining leads from cold calls and pulling credit

reviews. Conducted training sessions, and performance reviews, and assisted with training and

development. Used company feedback surveys to partially determine future training needs. Conducted

extensive onboarding for the department. Reviewed loans for completeness and/or compliance.

Maintained an inventory listing of exceptions. Maintained the daily loan reconciliation of the loan

control accounts and oversees the correction of any out-of-balance situations.

● Developed agenda for and conducts monthly loan processing department meetings.

● Coordinated and conducted loan processing department employees in cross-training efforts and

team-building efforts.

Account Executive - AmeriQuest Mortgage 10/2002 – 02/2003

Provided telemarketing and pulled customer credit. Conducted credit analysis and sales pitching.

Answered client questions and responded to loan status inquiries during processing. Directed on-site

inspections of client’s premises and gathered all applicable financials, resumes, licenses, and contract

documentation for submission to senior management.

● Maintained contact with the client base daily to solicit new business and request new loan lock-

ins.

● Monitored company's computer-based register daily for prompt cancellation of dead files and

timely delivery of live files.

Education Master of Business Administration

Anticipated 2020 Grantham University

Bachelor of Science in Business Administration 2018

Grantham University

Bachelor of Science in Business Administration 2020

Excelsior University

Masters MBA 2020

Excelsior University

Other affiliations - Grantham University – Society for Human Resources Management

(GU- SHRM) Treasurer 2016-2018

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