Customer Service Full Time

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Objectives: Licensed mortgage loan officer professional seeking a full-time role, skilled in customer service, technology, financial writing and creating great customer experiences. Passionate about learning, helping others receive financial guidance and getting results.

TO SECURE A CHALLENGING AND REWARDING SECOND FULL-TIME POSITION THAT LEVERAGES MY SKILLS, KNOWLEDGE, AND EXPERIENCE, WHILE OFFERING OPPORTUNITIES FOR PROFESSIONAL GROWTH AND CONTRIBUTING TO THE SUCCESS OF THE ORGANIZATION.

Mortgage Loan Originator / Processor Feb 2022 – Present Top Mortgage LLC – MI, USA

Reviewed loan files and updated to match current standards

Worked with underwriters to fix application problems and resolve issues

Explained different types of loans pertaining to client situations

Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs

Fielded customer complaints and provided solutions

Implemented sales strategies that established relationships with realtors and CPAs

Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans

Monitored pipelines to track and log status of loans

Explained very technical financial information to applicants in easy to understand language

Created strategies to develop and expand existing customer sales, resulting in increase in annual sales

Proactively identified solutions for customers experiencing credit issues

Established plans and payoffs for customers' loans, prioritizing control of overall costs

Supervised loan personnel and motivated to maintain customer service and performance standards

Demonstrated respect, friendliness and willingness to help wherever needed

Maintained energy and enthusiasm in fast-paced environment

Logistics and Warehouses Manager Sep 2020 – Jan 2022 Infinity Chemical Solutions Company S.A.R.L – Zefta, Lebanon

In charge of overseeing the purchasing & distribution of products in the supply chain

Planning and managing logistics, warehouses, stocks, transportation and customer service

Directing, optimizing and coordinating full order cycle

Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation

Improved delivery plans with strong scheduling knowledge, organizational skills and route development expertise

Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets

Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery

WORK EXPERIENCE

Hassib Shmaisani

Cell #: 313-***-****

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

2

Evaluated incoming shipments for quality issues and processed unacceptable materials for return

Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations and replacements

Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.

Redesigned warehouse layout to accommodate new equipment, maximize space utilization and optimize processes

Safeguarded warehouse operations and mitigated liability by establishing and implementing employee training on safety and security protocols

Boosted warehouse operations performance by overseeing dispatching and setting optimal employee schedules

Kept corporate departments and customers updated on critical shipments

Set and enforced proactive inspection and maintenance schedules to keep equipment in good operational condition

Enhanced slot control of freight in warehouse by optimizing organization efforts

Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability

Directed system updates to boost productivity and control recordkeeping errors

Maintained strong vendor connections by arranging pricing and delivery structures and managing specific shipment or paperwork concerns

Drove personnel performance by appraising job results, counseling personnel on needed improvements and disciplining substandard conduct

Trained new staff on job duties, company policies and safety procedures for rapid onboarding

Coordinated driver dispatch to accomplish daily delivery requirements

Conducted research to address shipping errors and packaging mistakes

Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time

Integrated warehouse operations with existing and new business processes

Reduced worker accidents by implementing improved safety standards and monitoring procedures

Oversaw warehouse staff and maintained efficiency in fast-paced environment

Built continuous improvement culture that attracted and retained high-performing employees while reducing costs

Directed activities of staff performing repairs and maintenance to equipment, vehicles and facilities

Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels

Managing Director / Owner Oct 2018 – Aug 2020

Divine Travel & Tourism – Saida, Lebanon

Managing and supervising the whole operations in the agency

Managed day-to-day business operations

Consulted with customers to assess needs and propose optimal solutions

Performed statistical analyses to gather data for operational and forecast team needs

Trained and motivated employees to perform daily business functions

Evaluated suppliers to maintain cost controls and improve operations

Enhanced operational efficiency and productivity by managing budgets, accounts and costs

Optimized team hiring, training and performance

Maintained up-to-date administrative records to monitor operational conditions

Created and monitored promotional approaches to increase sales and profit levels

Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers

3

Monitored market conditions to set accurate product pricing and take advantage of emerging trends

Conducted target market research to discover customer needs and analyze competitor trends

Introduced new methods, practices and systems to reduce turnaround time

Trained and developed team members to build human capital

Aligned branding initiatives and sales strategies with client goals

Prepared annual budgets with controls to prevent overages

Tourism Manager Dec 2017 – Oct 2018

New Plaza Tours – Beirut, Lebanon

Handling and supervising all the branches’ operation

Develop strategic policies and programs for corporate and individual travels

Handle and oversee all travel arrangements (air, hotels, etc.)

Manage relationships with DMC’s, Hotels and vendors

Negotiate contracts or rates with travel service providers

Provide advice on travel documents, insurance, import/export regulations etc.

Ensure compliance in all aspects of travel procedures

Promoting and marketing the business, sometimes to new or niche markets

Managing budgets and maintaining statistical and financial records

Selling travel products and tour packages

Sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism

Taking part in familiarization visits to new destinations to gather information on issues and amenities of interest to consumers

Liaising with travel partners, including airlines and hotels, to manage bookings and schedules, often one year in advance

Dealing with customer enquiries and aiming to meet their expectations

Overseeing the smooth, efficient running of the business

Constantly motivating the sales team to hit their targets and ensure company profitability

Meeting regularly with team leaders to give them sales figures and plan how they approach their work

Meeting company directors who advise on strategy and finding out about any local issues and future trends

Dealing with disciplinary matters and customer complaints And more responsibilities on daily basis..

Travel & Tours Consultant– Marketing Specialist Nov 2016 – Dec 2017 Mirage Travel & Tours Jeddah – Al Arabia Travel Services

Develop strategic policies and programs for corporate travel

Handle and oversee all travel arrangements (air, hotels, etc.)

Manage relationships with DMC’s, Hotels and vendors

Negotiate contracts or rates with travel service providers

Provide advice on travel documents, insurance, import/export regulations etc.

Handle credit card charges

Ensure compliance in all aspects of travel procedures

promoting and marketing the business, sometimes to new or niche markets

managing budgets and maintaining statistical and financial records

selling travel products and tour packages

sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism 4

taking part in familiarization visits to new destinations to gather information on issues and amenities of interest to consumers

liaising with travel partners, including airlines and hotels, to manage bookings and schedules, often one year in advance

dealing with customer enquiries and aiming to meet their expectations

overseeing the smooth, efficient running of the business

constantly motivating the sales team to hit their targets and ensure company profitability

meeting regularly with team leaders to give them sales figures and plan how they approach their work

meeting company directors who advise on strategy and finding out about any local issues and future trends

Dealing with disciplinary matters and customer complaints

Branch/Retail Showroom Manager Oct 2014 - Oct 2016 Rolaco Trading & Contracting Co. / Hotel Supplies Division Jeddah, KSA Luxurious Brands (Greggio Italy, IVV Handmade in Italy, MarioLuca Giusti, Dudson, Mealplak, Bang & Olufsen, Muldhorfer)

Responsible for the day-to-day running of showroom and store.

Maximizing profit while minimizing costs

Ensuring promotions are accurate and merchandised to the company’s standards, staffs are fully versed on the target for the day and excellent customer care standards are met

Required to deal with business development, human resources, marketing, logistics, information technology, customer service and finance.

Managing and motivating a team to increase sales and ensure efficiency

Managing stock levels and making key decisions about stock control

Analyzing sales figures and forecasting future sales

Analyzing and interpreting trends to facilitate planning

Using information technology to record sales figures, for data analysis and forward planning

Dealing with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organizing training and development

Ensuring standards for quality, customer service and health and safety are met.

Responding to customer complaints and comments

Organizing special promotions, displays and events

Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing

Initiating changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market

Assistant Meetings & Events Manager Jun 2013 - Jul 2014 Radisson Blu Hotel Jeddah, KSA

Planning and organizing all the events and meetings held in the hotel; organizing all the facilities. In charge of banquet sales and marketing by promoting and selling our products & services to prospective clients

Ensuring that all clients’ needs & requirements are being met with upmost satisfaction

Coordinating with all the other departments assuring successful event execution

Taking care of the day-to-day M&E operations

Monitoring the sales & catering system on a daily basis ensuring that all the Banquet Event Order (BEO) are getting distributed to the concerned departments

Supervising the materialization conversion by taking decision of rate reduction based on demand & availability 5

Monitoring meeting room and ballroom allocations to maximize the generated revenue and maintain control over the function space availability

Daily tentative booking follow-ups

Conduct weekly trainings for both operational & sales techniques

Restaurant Manager Apr 2012 - May 2013

Radisson Blu Hotel Jeddah, KSA

Managing the day-to-day operation

Coaching outlet supervisor and assigning required On-Job-Skills trainings based on the business needs

Evaluates and develops the employee’s performance

Assisting the Food & Drink Manager in setting up the departmental budget and forecast

Reviewing all guest reviews and coordinating with the Executive Chef to better enhance our buffet and overall outlet services

Quarterly menu evaluation and applying menu engineering techniques to improve sales & maximize revenue

Assists the Executive Chef of developing the daily buffet menus to meet our clients’ expectations & taste

Ensures that the outlet pest control schedule, HACCP standards, basic food hygiene and other related activities are being met & followed

Meetings and Events Coordinator Jul 2011 – Apr 2012 Holiday Inn Izdihar Riyadh, KSA

Skills & Qualifications

NMLS License

Strong Communication skills

Leadership skills

Time management skills

Analytical skills

Verbal Communication

Customer service

Comfortable working in a fast-paced environment

Knowledge of different types of Home Loans

Computer Skills

Mortgage loan software programs

Written communications

Mortgage lender systems

Retail Management Systems

Microsoft Office (Word, Excel, PowerPoint), Internet knowledge and researching Microsoft AX Dynamics

POS systems

OPERA

SKILLS

6

Languages

Arabic - Fluent

English - Fluent

French – Basic

Bachelor of Business Management & Administration in Hospitality & Tourism Management October 2006- January 2011

Lebanese International University - LIU

REFERENCES AVAILABLE UPON REQUEST

EDUCATION

Contact this candidate