Customer Service Assistant Manager
Resume:
Michele Vatelle
Orange Park, FL *****
***********@*****.***
Seasoned, logical thinking individual with multiple areas of experience including but not limited to: Able to converse with diverse groups Customer Service Experience Legal research (manual and online) Problem Solving Process management Root Cause Analysis
Training/training material development Audit/Exam Oversight Typing 60 words per minute. Multi-line phone experience Ability to multi-task Fax and copy machine experience Legal experience as a paralegal in the following areas of law: real estate, family, criminal, corporate, bankruptcy, litigation, personal injury and Social Security Work Experience
Legal Assistant
Farah & Farah, P.A.-Middleburg, FL
January 2024 to Present
• Setting up now client files
• Opening insurance claims as needed
• Identifying, preparing and sending out letters to all interested parties in a case
• Answering client calls
• Preparing medical billing summaries for settlement
• Reviewing medical records for significant injuries. Bartender/Snack Bar Assistant/Beverage Cart Attendant/Pro Shop Attendant/ Maintenance Staff/Bookkeeper
Hyde Park Golf Club-Jacksonville, FL
January 2019 to Present
• Provide excellent customer service depending on daily job assignment to check customers in, take orders for food or drinks
• Work with Maintenance Team to perform course maintenance to include, but not be limited to, mowing grass, laying sod, spreading fertilizer, working on irrigation, maintaining course geofences, manage staffing assignments for daily jobs
• Responsible for managing the food trailer staff and maintaining the inventory needed to run the food trailer
• Food Service Manager
• Responsible for maintaining the cash register drawer for bartendering, snack bar/food trailer, beverage cart and/or pro shop depending on daily job assignment Records Coordinator
Jacksonville Sherriff’s Office-Jacksonville, FL
January 2019 to December 2019
• Process Public Records requests from customers in a timely fashion
• Redact documents according to Florida Statute
• Provide status updates to customers via phone, email or written communication Operational Risk Manager 2
Wells Fargo-Jacksonville, FL
January 2015 to December 2018
• Manage a team of Operational Risk Consultants and Project Managers
• Lead remediation projects in response to actual or perceived customer harm
• Partner with various lines of business and leadership levels to obtain approvals and information
• Perform root cause analysis, create project plans, develop and monitor corrective actions
• Prepare reports for senior leaders on status of remediation efforts and identify trending defects Audit Manager/Business Support Manager/Underwriting Manager America-Jacksonville, FL
October 2006 to November 2015
• Manage a team of team of up to 22 underwriting or audit associates (on site and remote)
• Train team members in their job responsibilities and assist with escalations as needed
• Identify trending defect and coach team accordingly
• Work with company, regulator and investor guidelines as applicable
• Create testing scripts for new audits or new reviews due to change in regulations
• Create policy updates for new regulations
Team Lead
Aegis Funding-Jacksonville, FL
January 2003 to December 2006
• Manage a team of up to 18 including loan set-up, processors, underwriters and closers
• Analyze a customer’s credit profile in conjunction with company policy and procedures
• Performed second level reviews as needed due to initial loan decision, credit authority level of team members or questionable documentation
• Completed new system quality assurance testing and assisted with training during implementation Sub-prime Underwriter
Meritage-Jacksonville, FL
January 1997 to December 2003
• Analyzed a customer’s credit profile in conjunction with company policy and procedures
• Worked closely with secondary marketing to clear investor concerns during loan sales Quality Assurance/Underwriter
Merrill Lynch Credit Corporation-Jacksonville, FL
January 1993 to December 1997
• Analyzed a customer’s credit profile in conjunction with company policy and procedures
• Reviewed mortgage loans both in process and post funding to ensure loans met company and regulatory policies and procedures
Post-Closing Review
Chemical Mortgage-Jacksonville, FL
January 1992 to December 1993
• Reviewed mortgage loans both in process and post funding to ensure loans met company and regulatory policies and procedures
Paralegal – Office Manager
Reynolds & Reynolds Attorneys-Savannah, TN
January 1990 to December 1992
• Perform standard office duties – including dictation
• Assist with client interviews and completion of forms as needed
• Perform title searches and prepare loan closing paperwork and conduct loan closings with all parties
• Perform legal research as needed for various cases as requested by attorneys
• Assist with preparation and filed Bankruptcy paperwork
• Drafted legal proceedings for family law, criminal and Social Security cases for attorney review based on client interviews
Underwriter
Bank and Countrywide-Jacksonville, FL
• Analyzed a customer’s credit profile in conjunction with company policy and procedures
• Utilized DU and LP for loan decisions as needed
Education
Associates in Paralegal Technology
Northeast Mississippi Community College - Booneville, MS August 1987 to May 1989
Skills
• SYSTEMS Microsoft Word
• Excel
• PowerPoint
• One Note
• Visio
• Outlook
• SHRP
• CIRT
• SharePoint
• Lexis Nexis
TRAINING Introduction to Six Sigma
Six Sigma Fundamentals
• Interviewing
• Office management
• Leadership
• Training & development
• Communication skills
• Time management
• Customer service
• Google Suite
• Microsoft Office
• Organizational skills
• Document management
• SharePoint
• Typing
• Computer skills
• Administrative experience
• Phone etiquette
• Cash handling
• Management
• Research
• Analysis skills
• Credit analysis
• Paralegal experience
• Underwriting
• Root cause analysis
• Quality assurance
• Microsoft Word
• Bartending
• Serving
• Microsoft Excel
• English
• Microsoft Outlook
Certifications and Licenses
Non-CDL Class C
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