Customer Service Loyalty

KAILEY TIMMONS

San Antonio, TX Phone: 210-***-**** Email: ******@*****.***

QUALIFICATIONS SUMMARY

• Proven ability to produce first-rate results in high stress situations, including negotiating compromise during customer disputes, meeting deadlines, and efficiently prioritizing multiple projects and tasks.

• Unwavering commitment to providing excellent customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.

• Demonstrates strategic-relationship/partnership skills, such as being able to listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

SKILLS & COMPETENCIES

• Active listening, communication, and interpersonal skills

• Eighteen years of successful customer service commitment

• Computer skills include programs such as Encompass, Octane, Cadence JDE and Salesforce.

• Maintains composure with busy workloads and with client escalations

• Organized, accurate and an extremely fast learner

• Pipeline management and prioritization.

Professional Experience

LENNAR CORPORATION – Homebuyer Concierge

San Antonio, TX March 2024 – Present

• Enter sales, transfer and cancellation data into JDE.

• Review purchase agreements for accuracy and completion.

• Verify earnest money collection and verify incentives align across documentation and systems.

• Complete daily reporting such as Wednesday MSR meeting results and daily closing schedules.

• In charge of sending out completed builder documents to outside lenders.

• In charge of updating notes and loan grades during our weekly MSR meeting to ensure correct closing dates and status of loans.

• Responsible for sending out low appraisal and Tidewater emails to management for resolution.

• Responsible for making sure the NHC calendar is updated and making sure all the dates and times for initial walk and re-walks are entered into JDE as well as communicated with buyers.

• Works closely with Lennar Mortgage and Lennar Title to ensure closing and documents are handled in a timely manner. As well as working with outside lenders and outside title companies.

• Review and approve or revise closing statements to match JDE and title documentation.

• Work closely with construction and sale consultants to monitor home stages and closing dates to provide updates to all homebuyers as well as coordinate third party inspections if requested.

• Consistently maintained 20 to 45 homesites at a time.

** My first role with LENNAR was as a closing coordinator, then I was moved to a sales coordinator position. After about 4 months those two roles were merged with homebuyer concierge making three jobs into one role.

Cardinal Financial –– Loan Processor

Florida. May 2023 to July 2023 (Mass layoff for low production)

• Processed loan applications to ensure loans are closed and funded on time.

• Took the 1003 for our client, sent out initial disclosures and worked the file through clear to close.

• Ordered and reviewed title work, appraisals and VOE’s.

• Ensure that ICD’s are ordered and signed on time as required by law.

• Addressed any questions and concerns with clients regarding disclosures, documents, and loan estimates.

• Work closely with underwriters and clients to obtain documents to clear conditions.

• Once the clear to close is issued work with closers until the loan was funded.

• Maintained above average early closings or closing on time.

• Familiar with Conventional, VA, FHA, USDA, down payment assistance loan products and brokered loans.

• Proficient in analyzing DU, fraud reports and balancing CD’s.

• Proficient in understanding debt liabilities and DTI.

**There is a gap of employment from October 2022 to May 2023 as I took some personal time off. Expedient Mortgage - Loan Processor

San Antonio, TX July 2020 to October 2022 (Relocated to Florida in October 2022)

• Process loan applications for loan officers to ensure loans are closed and funded on time.

• Order and review title work, order appraisal if needed and order VOE’s.

• Validate income calculation sheets and VOE’s to ensure income is correct.

• Ensure that ICD’s are ordered and signed on time as required by law.

• Address any questions and concerns with clients regarding disclosures, paperwork, and loan estimate

• Work closely with underwriters and clients to obtain documents to clear conditions.

• Once clear to close is issued work with closers and title if needed and schedule closing appointment if needed.

• Maintained above average early closings or closing on time.

• Consistently maintained 15 to 30 loans at a time. USAA - Loan Officer Assistant

San Antonio, TX February 2017 to March 2020

• Handled heavy pipeline tasks daily to ensure intent to proceed and proper loan documentation was received after receiving the file from the loan officer.

• Responsible for ordering all title work and appraisals in a timely manner.

• Surpassed the company’s standards by submitting all required documents to processing in four days or less.

• We were only allowed to perform the above four tasks and once complete we sent the file to the processor.

Emerald Village Apartments - Leasing Consultant

San Antonio, TX June 2015 to 2016

• Leasing Consultant for complete lease-up for a 142 unit property.

• Lease up completed and property was 100% occupied within 6 months.

• Responsibilities include exemplary customer service to all residents, vendors, and future residents.

• Posting rent payments and processing all paperwork for a government subsidized property.

• Excel spreadsheets, generate reports for our corporate office, do market surveys, filing, and inspect apartments prior to moving in.

• Work with corporate office and city/state officials with inspections.

• Generate renewal notices, leases, work orders, delinquent notices, and fee assessment notices.

• Coordinated move-ins for all new residents. We received an award for the fastest lease-up in company history.

• Became Assistant Manager in July 2016. Perform any additional duties as assigned.

• Responsible for accounts payables and receivables. Took care of resident issues or concerns, and scheduling vendors for services needed.

• Tracking inventory and supplies and overseeing delinquent accounts. References:

Richard Murray – Owner of Expedient Mortgage 210-***-**** Jones Holcomb - VP of Finance - Lennar - 210-***-**** Kirsten Apodaca - 210-***-****

April Marquez – 210-***-****

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