Customer Service Manager

Tonya S. Nevius

**** ********** **** • St. Augustine •FL 32084• 904-***-**** • *********@*******.***

QUALIFICATION SUMMARY

** ***** ************ ******* & mortgage experience, including management, sales, lending, servicing and customer service.

Knowledge of Accounts Receivable, Accounts Payable, General Ledger, Reconciliation, Invoicing and Quickbooks.

Superior interpersonal, communication, leadership, time management and problem solving skills.

Computer proficiency in Windows, MS Word, Excel, Power Point & Quickbooks.

System experience includes Fidelity Loan Servicing System (aka CPI/Alltel/MSP), Jack Henry AS400, Phoenix, Omni Rim, ID DOC and DTS file tracking systems.

EMPLOYMENT HISTORY

Mortgage Consultant, Wachovia Bank- St. Augustine, FL 2007-2008

Educate customers and assist them through the home buying process to overcome the roadblocks that prevent them from purchasing a home.

Solicit mortgages and make sales presentations through contacts with realtors, builders and developers.

Obtain documents needed for qualifications, underwriting and closing.

Follow-up with customers on a regular basis.

Review the book of business and cold calling to identify potential needs of account holders.

Be continually aware of economic trends and the knowledge of economic indicators.

Mortgage Professional, St. Johns Financial Services- St. Augustine, FL 2007

Originate quality VA, commercial and conventional residential mortgage loans, including sales calls on realtors and other individuals from whom mortgage business can be obtained.

Solicit mortgages and make sales presentations through contacts with realtors, builders and developers.

Provide all compliance disclosures required at application.

Monitor the processing of customer’s loans through the closing process.

Negotiate terms and conditions and assist in financing loans with mortgagors.

Be continually aware of economic trends and the knowledge of economic indicators.

Travel daily.

Team Manager, Washington Mutual- Jacksonville, FL 2003-2006

Contributed to the success of the Operational Excellence Ach/Autopay VDS project resulting in an annual company expense reduction of over $80,000

Participated and supported efforts with Global Solutions Implementation and remain a liaison for vendor services.

Managed staff of 18 Loan Servicing Specialist to conduct the operations of the area meeting production and quality benchmarks for loan account set-up and growth.

Identified methods of improving operational efficiency and expense control by analyzing and understanding internal work processes, technological automation and/or changes in the industry.

Assisted the training department and developed the Post Funding Lab training curriculum which included writing procedures/Operating instructions and delivery of the course content.

Forecast and monitor staffing models and volume.

Follow company guidelines and policies mitigating company risk.

Initiated recommendations and decisions regarding employment, performance ratings, promotions, salary changes, transfers and terminations.

Monitor and approve departmental office supply requests including equipment.

Assistant Branch Manager AVP, Prosperity Bank – St. Augustine, FL 1997 – 2003

Supervised 12 employees and assisted Branch manager with daily audit control.

Provide superior customer service and conducted informative and innovative weekly staff meetings.

Knowledgeable with branch balancing, vault and ATM procedures.

Hired personnel and maintained personnel files.

Wrote and reviewed job descriptions, and handled discharge procedures.

Medical Receptionist, Dr. Mas-Pediatrics - St. Augustine, FL 1996 – 1997

Insurance, customer billing and records management.

Knowledge of medical insurance and coding.

Responsible for scheduling and confirming appointments.

Peak Time Teller – First Union National Bank – St. Augustine, FL 1995- 1996

Assisted bank customers in processing all types of checking and savings transactions.

Utilized various types of computerized equipment and software to process information and verify accuracy.

Provided exceptional customer service.

EDUCATION HISTORY

Daytona Beach Community College High School Diploma, Basic college courses

Training Programs/Certificates:

Operational Excellence- Champion Workshop

Communication Styles

Production/Quality Dynamics

Setting Expectations and Delegating Effectively

Situational Leadership

Consumer Lending (American Institute of Banking)

Customer Service, Communicating More Effectively, Intermediate and Advanced IRA’s ( Florida Bankers Association)

COMMUNITY SERVICE

March of Dimes

Relay for Life/ American Cancer Society

Toys for Tots

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