Client Care Specialist & Sales Support Leader
Resume:
MIA DERBAS
619-***-**** **********@*****.***
EXPERIENCE
Client Care Specialist/Sales Support, ACD 08/2021 - 03/2025 ACD, Auto Claims Direct Carlsbad
Acting as a liaison and primary direct point of contact between ACD and their clients by assisting with issues and/or problems
Working hand-in-hand with clients, policyholders, and appraisers to ensure delivery of services and kept up with industry standards, state regulations and licensing requirements Providing prompt and professional telephone customer service to clients and their policyholders
Monitoring assigned files to ensure inspection process moves forward in a timely manner Data entry and tracking client information with accuracy and attention to detail Thinking out of the box to resolve issues and find solutions Working with management and providing support, attending department and corporate meetings, and providing management with input and ideas as well as monthly reports Taking small account and turning it into a high volume account and increased client productivity by 300%
Clear view of products and services and ability to sell to clients Working under tight deadlines and high volume delivery expectations Recognized for numerous client complements for superior customer experience resulting in trustworthiness and recognition by upper management Corresponding with carriers to cultivate and develop business Promoting the company and appeared in promotional videos & highlighting services offered with new business accounts
Taking nearly every account given and molding it into a consistent claim-producing client Working with the company's owner on multiple special projects Creating company-wide special acknowledgment awards given to employees annually Vice President 01/1993 - 01/2014
Union Capital Group San Diego
VP and owner of a mortgage banking company with monthly pipeline averaging $15,000,000 in loans. Review loan applications to verify completeness of data and audit for quality control. Monitored overall lending process, identifying, communicating and resolving issues that could impact a monthly timely closure of 45-50 loans. Communicated with mortgage professionals to obtain information from clients or gain clarification about documents in the loan file. Ordered loan documents and reviewed for completeness and accuracy. Underwrote and performed detailed analysis of credit, income and assets, cash flow, risk assessment, credit reports, appraisal,and supporting documentation to identify potential fraud and to determine acceptance of security to sell to Fannie Mae/Freddie Mac as well as loans sold to investors. Verify compliance in keeping with company standards, quality control, internal audits, federal and agency guidelines as well as applicable state regulations.Coached and trained less experienced staff. Established business relationships with brokers, agents and outside vendors and clients. Sr. Loan Underwriter 01/1990 - 01/1993
UMG Funding San Diego
Sr. Loan Processor 01/1985 - 01/1990
Far West Mortgage San Diego
Owner Operator 01/2000 - 01/2014
The Soap Gourmet San Marcos, CA
Creator and maker of handcrafted soaps and a complete line of bath and body products for consumers and private label
• Customized orders for holidays, special occasions, weddings, baby showers, private parties and fundraising events
• Guest speaker at schools
• Maintained excellent business relations with customers and vendors
• Followed FDA guideline protocols
• Shipped products globally
Stay at Home Mom / Board Member and Parent Volunteer 01/2014 - 01/2021 The Rhoades School and Pacific Ridge School Encinitas and Carlsbad Raised one amazing child
Served on multiple boards,parent volunteer & support during fundraising and school events Provided support at fund-raising and school events Attended meetings & collaborated with board to approve & complete million dollar projects Worked fund-raising events handling large amounts of cash and credit card transactions Provided professional and discreet attention to high value benefactor and donors EDUCATION
Studied finance 08/1985 - 05/1987
Cuyamaca College El Cajon, United States
SUMMARY
30+ years in mortgage banking, client and
account management and customer service.
Effective problem solving, time
management, expert attention to detail and
efficiency, risk assessment, credit analysis,
and documentation audits. Management and
motivation of staff, leadership and
relationship building skills. Excel in customer
negotiations, product knowledge and
expanding sales by identifying and meeting
client needs. Actively participate in ongoing
efforts to improve customer service for
internal and external customers.
SKILLS
Credit Analysis Leadership Data Entry
Product Knowledge Risk Assessment
Team building Client manager
Top producer
I am the one they turn to when they want it
done right the first time
INDUSTRY EXPERTISE
Account and Client Management
Executive Level
STRENGTHS
Relationship building
Building and nurturing long-term customer
relationships consistently.
Problem solving skills
Resolving complex customer issues with
innovative solutions.
Sales and productivity
Exceeding sales targets consistently
through strategic account management.
Leadership and mentoring
Leading teams to success through effective
coaching and development.
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