Customer Service Sales

WORK EXPERINCE

**/**-******* **** ** America Plano, TX

Risk Management

• Ensure all Home Mortgage loans are able to sell on the secondary Market.

• Place programs that will meet the company, customers, and Shareholders profitability goals.

1/06 –06/10 Bank of America Plano, TX

Mortgage Loan Officer (Sales)/Team lead

• Establish and maintained a mortgage pipeline from Bank of America port customers utilizing my mortgage knowledge to ensure all needs of our customers are met, exceeding their expectations.

• Meet established call center metrics such as minimum Not Ready time, sufficient talk time and schedule adherence.

• Assist VP in monitoring ACD for calls holding, PLC availability and escalated issues and Assist VP in assisting PLCs with general questions, structuring of loans, approving FHA locks and approving loans in the B2C File Routing Database.

• Hosted several sales meetings for various teams covering topics that included, overcoming objections, selling the Bank of America brand and best phone practices.

06/04- 01/06 Countrywide Financial Plano, TX

System Support Team Lead

• Responsible for staff scheduling and providing adequate floor coverage.

• Facilitate all staff training (including effective customer service and communication skills.)

• Identified trends to ensure the quality and accuracy of help desk solutions. Maintain process and procedure documentation. Support multiple divisions with system accounts, Lotus Notes and Misc. applications and complete email request while maintaining excellent coverage on the ACD queue. Maintain above a 150% Production Goal, 100% Accuracy.

05/04 - 10/04 Customer Loyalty Concepts Inc. Centennial, CO

Sales

• Received inbound calls and took out bound calls to sell newspapers and collect payments.

01/04 - 5/04 Eco Logical Mail Coalition San Francisco, CA

Lead Generation/Business to Business Sales

• Cold Called Business to of all sizes to enroll them for our services. (Some of the companies I enrolled include)

Accenture Apple Computer, Inc. Assurant Groups Becker Projects, Inc. Dell Inc. Dynamics Research Corp

09/02 -05/04 Home Shopping Network Omaha, NE

Sales

• Inbound calls collecting orders and suppressing the Up sell goal each hour The Up sale goal was 15% per shift; I was at 30% per shift in Upsales.

12/00 - 06/04 National Health Care Discount Overland Park, KS

Lead Generation/Consumer & Business to Business Sales

• Cold calling to households and business to seek interest in prescription and dental plans, Called back leads to close sales on both prescription and dental plans.

• Work with a large group of telemarketers. Train, assist and motivate group, Support daily request from group as well as work from upper management, required to create and maintain daily, weekly and monthly performance reports.

QUALIFYING SKILLS

• Experience with inbound and outbound sales, working with leads, Business to Business, and cold calling.

• Call center environment, Symposium, Meeting and Surpassing SLA monthly goals

• Managing telemarketers to increase productivity in an environment that allows for many distractions.

• Earned COE (Circle of Excellence) placement for 2007 (Company paid for all inclsive Trip to Miami FL)

• Customer Services responses from happy customers, Tons of Customer Service Awards

• Mortgage 101, Hardware, Software, Lotus Notes and Customer Service Training, NetIQ, PeopleSoft, AS400, Orgmart,Call center environment – Symposium, NICE, Work with Microsoft Excel, Word, Access and Outlook, Adobe Photoshop, GoLive and Acrobat,Citrix,Terminal Server, Franklin Covey Time Management Courses

EDUCATION

High School Diploma from American High School

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