Customer Service High-Volume

Kellie Thomes

Bloomington, MN ***** 952-***-**** ************@*****.***

Professional Summary

Dedicated Customer Service Professional with 15+ years of experience providing high-quality support in banking, mortgage, and client-focused environments. Skilled at building strong customer relationships, resolving issues efficiently, and ensuring satisfaction. Proven ability to manage high-volume workloads, train and mentor teams, and exceed performance goals. Core Skills

• Customer Relationship Management • Conflict Resolution • Communication Skills

• Attention to Detail • Problem Solving • Process Improvement

• Multitasking in High-Volume Environments • Team Collaboration Professional Experience

Bell Bank/Mortgage – Coordinator II Fargo, ND 09/2015 – 11/2022

• Built and maintained strong customer and investor relationships, ensuring satisfaction and smooth loan processes.

• Researched, resolved, and communicated loan deficiencies to meet compliance standards.

• Partnered with clients and investors to meet strict deadlines while maintaining service quality.

• Recognized for problem-solving skills and ability to de-escalate complex issues. Wells Fargo – Validation Specialist Minneapolis, MN 11/2013 – 04/2015

• Provided customer support by validating foreclosure documents and ensuring legal accuracy.

• Communicated with internal teams and clients to resolve errors and deliver accurate results.

• Maintained a 100% accuracy rate in highly detailed, customer-sensitive processes. US Bank – Closer Minneapolis, MN 06/2009 – 04/2013

• Delivered exceptional service by coordinating with customers, title companies, and loan officers.

• Ensured accuracy of financial documents, helping customers achieve smooth closings.

• Consistently managed high-volume workloads (100+ closings per month). Cornerstone Title – Customer Service Minneapolis, MN 04/2003 – 05/2009

• Coordinated and supported clients throughout sales transactions from start to close.

• Reviewed and corrected documentation, ensuring customer confidence and accuracy.

• Acted as primary customer contact for questions and concerns during the closing process. Homestead Mortgage – Processor Minneapolis, MN Dates prior to 2003

• Supported loan officers and underwriters while maintaining excellent communication with clients.

• Reviewed borrower financials to ensure accurate and timely processing. Education

Mankato State University – Criminology, Law Enforcement, Sociology University of Minnesota – Business Marketing

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