Remote Mortgage Operations & Customer Support
Resume:
SHERINE ALSTON
* ********* **., *******, ** • 856-***-**** • **********@*****.***
PROFESSIONAL SUMMARY
Experienced operations and customer service professional with a strong background in mortgage servicing, insurance operations, executive support, account management, and regulatory compliance. Skilled in handling high-volume workloads, training new hires, preparing executive reporting, resolving customer issues, and managing complex accounts across multiple industries. Recognized for strong communication, leadership, organization, and problem-solving abilities in fast-paced environments.
PROFESSIONAL EXPERIENCE
SR. ESCROW PROCESSOR III
Freedom Mortgage Corp Jun. 2020 – Present
Provide executive and operational support, including calendar management, meeting coordination, agenda preparation, Teams meetings, and executive reporting.
Manage the full disaster loan portfolio for FEMA-declared disaster states while ensuring borrowers are protected from negative credit reporting during disaster periods.
Process Loss Draft claims, coordinate insurance endorsements, and disburse repair funds according to FNMA, FHLMC, FHA, and investor guidelines.
Handle escrow analysis, insurance payments, loan modifications, late charge freezes, complaint resolution, and regulatory compliance tasks.
Prepare and manage multiple daily reports for upper management and VP leadership.
Train and support new hires while performing Quality Control functions for vendor reporting through Assurant and Proctor.
Work directly with borrowers, insurance companies, vendors, and internal departments to resolve account issues and maintain compliance.
OFFICE MANAGER / PROPERTY & CASUALTY AGENT
M&C Insurance Agency Feb. 2021 – Jul. 2024
Manage daily office operations while supporting hiring, training, and compliance for staff members.
Log and manage new job openings within company software systems and assist with candidate selection and onboarding processes.
Help prospective agents complete background checks, licensing paperwork, and fingerprint appointment scheduling.
Specialize in commercial, personal, surplus, and special event insurance policies while servicing new and existing accounts.
Process endorsements, reinstatements, claims support, payment allocations, reimbursements, and account reconciliations.
Coordinate office commissions, maintain underwriting knowledge, and respond to customer service requests.
Train new hires, manage office supplies, and assist with property inspections to determine replacement cost estimates.
CUSTOMER CARE CONSULTANT
Exelon Corp / PECO Mar. 2012 – Sept. 2019
Handled billing inquiries, payment arrangements, transfers, emergency calls, disputes, and complaint resolution.
Processed billing adjustments, collections exceptions, account analysis, and budget modifications for utility customers.
Explained utility charges, deferred balances, estimated billing, and energy usage calculations to customers in detail.
Maintained compliance with regulatory updates and changing utility rates.
Assisted in reorganizing Knowledge Center resources to improve workflow efficiency and reduce PUC complaints.
Collaborated with multiple departments to improve customer service processes and first-call resolution efforts.
Maintained high performance standards while managing daily workflow and analyzed customer accounts.
EDUCATION
University of Phoenix
Bachelor’s Degree in Business / Human Resources Mar. 2026
LICENSES & CERTIFICATIONS
State of New Jersey
Licensed Property & Casualty Insurance Certificate Aug. 2007 – Present
(Renews every 2 years)
SKILLS
Executive Support & Calendar Management
Customer Service & Complaint Resolution
Mortgage & Escrow Processing
Insurance Operations & Claims Processing
Regulatory Compliance
Data Entry & Reporting
Microsoft Teams & Microsoft Office Suite
Account Reconciliation
Quality Control & Workflow Management
Training & Onboarding
Billing Analysis & Payment Processing
Communication & Problem Solving
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