Customer Support Service
Resume:
Mariama Gasama
**************@*****.***
PROFESSIONAL SUMMARY
Qualified mortgage candidate with extensive experience in mortgage processing and closing, document analysis, and customer support. Dependable, ability to work independently or as member of a team, and is a self starter who can work with minimum supervision. Excellent interpersonal, written and oral communication skills and extremely detail oriented with proactive approach to problem solving. Available and eager to begin working immediately.
SKILLS
Microsoft Office Suite, Windows 98/NT, Graphic Presentation, Genesis, Calyx, QuatroPro, Desktop Underwriter, Loan Prospector, Mortgage and Loan Experience, Processing and Closing, FHA/VA, HUD, Foreclosure, Conventional, Collections, BK 13 Loans, TRW Reporting and Analyzing Data, Calculating Principal Balances, Title Work, Document Analysis, Professional Customer Support and Supervising. Critical thinker and effectively troubleshoot issues to identify solutions to customer needs. Processes Excellent organizational and time management skills.
PROFESSIONAL EXPERIENCE
FedEx Office May 2024 to Present
Retail Customer Service Associate
Demonstrates consultative behaviors in a retail environment to understand each customer’s individualized need
Provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate FedEx Office products and services
Provides an outstanding customer service experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs
Ensures all customer problems are resolved quickly and to the satisfaction of the customer
Takes complex customer orders using order systems and provides accurate pricing information
Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
Sets up and operates printing, binding, and other related equipment using customer supplied original media and documents
Ensures confidentiality of customer data and careful handling of documents, media, and packages
Processes financial transactions using a Point of Sale terminal (POS),including handling cash and making change
Stays current on retail Store merchandising materials and ensures proper display of all retail area product and signage
Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits
Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety, customer service and security policies and procedure
Nordstrom Inc. June 2022 to April 2024
Sales Lead
Acknowledged customers in a friendly and helpful manner within 30 seconds of their entry into the area
Handled all returns courteously and professionally
Determined customer needs based on personal features and other customer preference related factors
Proficient in POS and MPOS systems including Search and Send, My Client and Macy’s tablet app
Proactive in assisting customers who are using devices to shop and compare, whether Macy’s devices or their own by making appropriate partnerships when necessary
Provided an exceptional customer experience by ensuring the customer is always the priority
Suggested additional merchandise to compliment customer selection
Offered to call other locations if merchandise is unavailable within store
Offered to put purchase on customer’s Macys charge account toward the end of the shopping experience
Reinforced customer’s selection and packaged merchandise with care
Invited customers to come back and thank them by name whenever possible
Handled more difficult customer requests
Performed sales support functions related to POS procedures
Developed extensive product knowledge by reading current vendor tags and pamphlets
Checked back stock and filled as needed
UWM
Lock Specialist September 2020 to May 2022
Provide superior customer experience ensuring that we support our mailbox, are handled professionally, timely and accurately. Key customer support as needed ensuring we’re exceeding our expectations.
Ensure all rate locks, extensions, excursions, exceptions and loan changes are executed accurately and in a timely manner with investors and on Valley's LOS.
Work with Home Loan Consultants (HLC) to properly structure loans and answer questions accordingly.
Grant or deny pricing rate/fee exception requests.
Ensure profit margins are being maintained for all locked loans.
Investigate individual loan files and determine the source of the delay on lock extensions.
Monitors expiring locks with investors, research internally to determine length of extension necessary while seeking to maximize profit.
Manage all investor's pricing and lock guidelines and requirements.
Troubleshoots various pricing related challenges as they arise.
Oversees workflow of Secondary Marketing Specialists in their responsibilities related to the Lock Desk.
Makes recommendations for innovation and process improvements.
Assist with special projects and other duties as needed per management.
Macy’s Retail Holdings Inc. August 2013 to March 2020
Sales Level 2
Acknowledge customers in a friendly and helpful manner within 30 seconds of their entry into the area
Handle all returns courteously and professionally
Determine customer needs based on personal features and other customer preference related factors
Proficient in POS and MPOS systems including Search and Send, My Client and Macy’s tablet app
Proactive in assisting customers who are using devices to shop and compare, whether Macy’s devices of their own by making appropriate partnerships when necessary.
Provides an exceptional customer experience by ensuring the customer is always the priority
Acknowledge customers in a friendly and helpful manner within 30 seconds of their entry into the area
Handle all returns courteously and professionally
Determine customer needs based on personal features and other customer preference related factors
Suggest additional merchandise to compliment customer selection
Offer to call other locations if merchandise is unavailable within store
Offer to put purchase on customer’s Macys charge account toward the end of the shopping experience
Reinforce customer’s selection and package merchandise with care
Invite customers to come back and thank them by name whenever possible
Handle more difficult customer requests
Knowledgeable and perform sales support functions related to POS procedures
Develop extensive product knowledge by reading current vendor tags and pamphlets
Be aware of back stock and fill as needed
Follows shortage programs and procedures
Use clientele program to maintain customer profile and contact information to increase personal sales
Perform other duties as necessary
Adhere to Asset Protection and inventory control and compliance procedures
Perform these functions in an efficient manner as directed by my Supervisor
Randstad North America, L.P August 2012 to February 2013
Mortgage Loan Processor
Provide direction to team members on what tasks need to be completed to meet critical deadlines.
Manage a pipeline of loans and all activities involved with those loans.
Restructure, re-price and resell transactions that do not meet underwriting guidelines.
Audit conditions prior to the submission to underwriting.
Assist clients with loan level questions and concerns.
Review reporting to target loans in the pipeline that need special attention.
Assist with loan scenario and pricing questions for potential customers.
Deliver clean, complete and accurate files to both underwriting and closing.
Communicate effectively with clients, customers, and vendors with licensable parameters.
Sentinel Financial Group December 2002 to October 2008
Sr. Loan Processor
Processed conforming and non-conforming loans; if non-conforming deal, shopped around with different lender’s to see who had better rates and how soon closing was anticipated.
If conforming deal, ordered Title work, appraisal, and payoff if any
Verified no liens were on properties and cleared the necessary liens if required
Ran DU or LP to see what rate the borrower would qualify for and to also see what type of appraisal will be needed to submit the file
Used the DU or LP findings to request missing information from the borrower to complete the process
Responsible for requesting the BK case #, filing status etc and instructed the borrower to get permission letter from the BK court to enter into either a Refinance or a purchase of a new home if borrower was in Bankruptcy
Cleared all the necessary conditions and contacted the Title Company
Check the Good Faith Estimate to verify all the necessary fees were added including Points
Double-checked all the fee’s and scheduled a closing when the Title Company completely filled out the HUD-1 Settlement Agreements
Maintained working knowledge of entire loan process
Contemporary Services October 2001 to September 2002
Loan Closer/Post Closing
Verified that the loan in question was schedule to close on the date in question
Called the Title Company to find out where the closing documents should be sent
Checked to make sure the 1003 was completely filled out; made sure the necessary information was correct
Verified the list of all the accounts that were paid off including wiring instructions
Verified the PMI insurance making sure it was current and that it showed when the dwelling in question was covered
Typed the legal description and the property in question in the system
Proof read for accuracy and printed out a final copy
Put the package together and sent it to the Title Company prior to closing
Responsible for VOE on all new loans and product types
Contacted the Broker if the Borrower & Co-Borrower employer information was incomplete
Utilized Mortgage Flex to verify the status of a loan
Maintained working knowledge of entire loan process
Guild Mortgage Company November 1996 to May 1999
Foreclosure Processor
Filed the notices of default within 90 days that the loan was delinquent; figured out the pay dues amount including interest to bring loan current
Notified customers of and within 10 days; had the notice of default recorded with the county
Maintained all the outstanding balances due including filing the publications with the county recorders office before the sale of the property is complete
Proceeded with the filling of the necessary paper work if the property was bought by the bank or returned to the REO department
Verified the name of the bankruptcy court and the judge who resided over the case including when the bankruptcy would be lifted and filed the necessary paper work
EDUCATION
Walden University April 2012-Present
Bachelor of Science with a specialization in Healthcare Management
Kaplan University March 10, 2012
Associate of Applied Science in Health Information Technology
San Diego State University June 6, 1999
Bachelor of Arts Degree
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