Customer Service Sales

***** ***** *** *

Shoreline, Ave *****

425-***-**** **************@*****.***

Celeste Olson

Objective I am looking to obtain a position that will allow me to utilize my vast experience and talents in a position that provides benefits, growth and security and takes me into retirement. I absolutely love my current position as a Loan Processor. Unfortunately I am not making enough money and I do not have benefits. I have worked in Banking and Finance more than 12 years.

Experience

Absolute Mortgage Everett, WA

04/2012- Present Loan Processor

• Experience with Calyx Point

• Recent processing experience with knowledge of updated lending guidelines

• File set-up and order out, and status of all outstanding conditions.

• Secure title, credit reports, appraisals and flood reports as required

• Communication skills, written and verbal

• Communicate receipt of documents and review to the originating Loan Officer. Work to clarify and/or correct all problems or errors. Order all subsequent updates and/or final reports as required

• Experience processing single-family residential loans, including Conventional, FHA, VA, and Brokered loan applications

• Provide a superior level of customer service to all parties

• Exercise judgment, accept responsibility and handle confidential information.

• Demonstrated problem solving, researching and decision-making skills.

• RESPA, locks

Sentry Credit Everett, WA

12/2011- 04/2012 Collector

• Staying in compliance of FDCPA guidelines and compliance

• Outbound calls, meeting quota’s

• Negotiate settlements

• Expert Customer Service

• Take initiative to secure payment or resolve delinquent account balances.

• Negotiate terms of repayment to bring accounts current.

• Skip tracing to ensure optimal opportunities for account resolution.

• Resolve exceptions to ensure the proper flow of accounts through the collections process.

• Demonstrate excellent verbal, written and interpersonal communication and telephone skill.

• Work collaboratively in a positive and professional team environment.

Universal American, Sterling Health Plans Tukwila,WA

01/2008 - 11/2011 Insurance Agent

• Staying in Compliance and Laws, HIPAA, Rules and Regulations with the Insurance Commissioner.

• Claims Assisting, Field Underwriting

• Medicare Specialist, Medicare Advantage and Supplement Products,Medicare Part A, Part B, Part C and Part D, Long Term Care, Life Insurance, Final Expense, Critical Care and Cancer Plans, Mortgage Insurance, Paycheck Protection.

• Data Entry, Sales Problem Solving, Quota’s, Customer Service and Follow up.

• Interview Clients assessing needs.

• Billing, Sales, Expert Customer Service

• Scheduling Appointments, Meeting Quota’s.

AT&T Broadband-Comcast Cable Fife, WA

01/2000 to 08/2006 Expert CSR RetentionIII

• Responsible for providing problem resolution and mediation for customers having issues with services and product.

• Collector

• Call Center

• Retained 80% Customers.

• Assisted with the development of the Customer Retention group and its operating procedures.

• Provide coaching, mentoring, and training to teammates.

• Perform supervisory duties in absence of supervisors.

• Expert knowledge of products and services.

• Call Center, average of 80 calls per shift.

• Data Entry, Account Management, Customer Service, Sales, Meeting Quota’s.

• Provide online and telephone technical support.

• Troubleshoot, diagnose and repair customer’s High Speed Internet connections

• and related services using various testing tools and methods

WSECU, Centennial Bank, Horizon Mortgage

1/1987 to12/1999 Senior Vault Teller, Indirect Lending, Mortgage Loan Processor

• Customer Service, Collector, Data Entry, Senior Teller, Teller Training, Visa, MasterCard, Discover American Express, Business Accounts, Customer Service, Auditing, New Accounts, Inventory, Daily General Ledger balancing, Federal Reserve General Ledger, Ordered Supplies, Money Orders, Cashier Checks, Traveler Checks, Weekly Vault Cash and Coin, ATM Debugger.

• Collector, Delinquent Loans, Auto, Unsecured and Secured Debt. Skip Tracing, Accurint, Balance in Full, Settlements

• Specialized in Non-Conforming Mortgage Loans, D through A paper,Processed FHA, VA, Streamline Conventional, Non-Conventional, and Construction Loans,Auditing, Loan Packaging and Submission to lender, Clearing all lending conditions and Follow up, Sales, Denial Letters, Training, Account Management, and Credit Reports (Retrieval and evaluation).

• Indirect Lending Loan Processor, Loan Underwriting, State Vehicle Titles

• Account Management, Assisted Supervisors with Branch Operations, Teller Functions and Coverage, Assisted Members with withdrawals, Deposits, Transfers, Loan Inquiries, New Accounts, Account Reconciliation, Collections, Direct Deposit Applications, IRA’s, US Savings Bonds, Microfilming, established Auditing trails,

• Managed WSECU New Market Skill Center in the supervisor’s absence. Opened and closed the center, responsible for daily operation of satellite branch. Supervised and Trained New Market Skill Center Students and Interns. Ensured Safety and Security procedures were being followed. Ensured Teller tasks were being performed correctly.

• I provided backup to other branches when needed.

Cashier

• Customer service, retail, retail pricing, balancing, inventory, sporting goods, hardware, households, pet department, merchandise ordering stock.

Assembly Line Supervisor

• Supervised 8-12, Planning and Preparing Kits, Meeting Deadlines, Quality Assurance, Electronic Board Inspector.

Certified Nurses Aid

• Total Patient Care

Property Management

• 30 Units, 15 years

Education

• Washington State License Life and Disability Insurance

• Washington State Property and Casualty

• Life and Disability Insurance for Washington State 2008

• 2003 NCTI Understanding Broadband Technology Certification

• 2003 I-Net Certification

• BCTI Business Computer Training Institute Certification

• 1999-2000 Asymetrix Multimedia Tool book (CBT) Computer Based Training application that generates computer based training courses.

• English 101, Metropolitan Community College, Omaha Nebraska

• Payroll and Accounting-Olympic College Shelton, WA

• Bookkeeping-Olympic College Shelton, WA

• Word Perfect-Olympic College Shelton, WA

• 1983 Certified Nurses Aid State of Washington

Technical / Skills

Utilized these programs on a daily basis Quickbooks, Advantage, Skip Trace, Accurint, FDCPA, CSG Account Management, CSR Tools, Dexter, Mentis, Remedy, Icoms, Gilligan, SAS, and Aspect Phone System,Windows ’95, ’98, 2000, ME, XP, Vista, Macintosh, NT,Configuring Connection, Troubleshooting, DHCP, TCPIP, Static IP, Modem,Internet Explorer, Netscape, Outlook,Setting up Email, Troubleshooting, Pop Server, and Mail,MS PowerPoint,Presentations, Design/Edit/Proofread, Graphics,MS Word,Formatting, Editing, Mail Merge, OLE< Creating Graphs, Charts, Tables, Business Correspondence,MS Excel-Spreadsheets, Tables, Charts, Tables,MS Money-Checking, Reconciliation,MS Access- Data Entry, Create Forms and Invoices,Peachtree Accounting-Create Maintain, Balance Accounts, Payroll, Accounts Payable and Receivable,HTML- Graphics, web page design,PageMaker- Desktop Publishing.

Adapting New Procedures, Accurint, Applying Information, Knowledge, Attention to Detail, Budgeting, Checking Accuracy, Coaching People, Communicating, Dependable, Driving, Decision Making, Empathetic, Finding Answers, Enforcing Rules and Policy, Meeting Deadlines, Meeting Quota’s, Prioritizing, Problem Solving, Profit Oriented, Promoting Product and Service, Proposing Idea, Responsible, Self-Motivated, Troubleshooting, Serving Others, Honest, Dependable, Analytical, Assembling Products, Auditing, Calculating, Clerical, Collector, Collecting Money/Cashier/Teller, Create Positive Work Environment, Compiling Data, Configuration,Follow Instructions, Intelligent, Leader, Listening, Motivating People, Negotiating, Organized, Open Minded, Persuading People, Remain Calm In Crises, Seeing different points of view, Taking Action, Ten Key, Typing, Teamwork, Technical, Recognizing Problems, Problem Resolution

Professional Accomplishments

• 2009 Rookie Of The Year Sterling Health and Life Insurance

Top Sales October, November, and December 2009

• Comcast Retention Department Multiple Awards

2005 MVP (Most Valuable Team Player)

HBO (Home Box Office) Top Sales and Customer Retention, Won Trips, Mexico etc, Large Screen Tv, and many other awesome prizes!

Showtime Network-won many prizes and awards also for sales

• Retention Department AT&T Broadband later purchased by Comcast

Started as a project, and later became a full department.

Contact this candidate