Customer Service Manager

BRIDGET HOWELL 541-***-****

Profile

Motivated, personable business professional with a college degree and a successful 11-year track record of providing exceptional customer service and profitable lending decisions. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports meeting stringent lending regulations. Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

Consumer Lending

Report Preparation

Written Correspondence

General Office Skills Computer Savvy

Customer Service

Scheduling

Marketing & Sales Insurance Billing

Accounting/Bookkeeping

Front-Office Operations

Professional Presentations

Professional Experience

WILLIE’S WOODWORKING OFFICE MANAGER 9/2009 TO 6/2011

Responsible for all A/P and A/R functions.

Collected receipts from all employees to track expenses and maintain company budget.

Filed expense receipts according to proper GL and balanced GL’s on a daily basis.

Prepared daily reports of expenditures versus income to assure project remained on budget and advised employees of cost over-runs.

Prepared and maintained current profit and loss statements and presented to Executives regularly.

Prepared bids for projected jobs as assigned by executives, to be presented to prospective clients.

Prepared and reviewed contracts for jobs after bid had been won.

Collection of past due accounts.

Reviewed executed contracts to ensure properly endorsed.

Communicated with clients via telephone and in person to discuss services they desired and assure proper placement with vendors to meet all of their needs.

Scheduled meetings between clients and Executive Director.

WELLS FARGO HOME MORTGAGE MORTGAGE SPECIALIST 1/2008 TO 3/2009

Ordered credit reports and appraisals. Conducted regular follow-up with outside sources.

Maintained communication with applicant and loan originator to throughout the processing period regarding file status, responded to questions and notified them if any additional documentation was required.

Monitored incoming mail and documents for information verifying data collected by loan originators, logged in to computer system and tracked development to ensure compliance with FNMA, FHLMC, FHA, VA, underwriting and mortgage lending regulations inclusinve of RESPA, ECOA, HMDA and Truth-in-Lending Guidelines.

Completed final evaluation and analysis of completed application package and prepared for loan approval; reviewed underwriting commitment and prepared or obtained any missing documentation with the assistance of loan originator.

Maintained records of all loans in process.

Reviewed credit report, DTI ratios, income and assets to assure loan met program guidelines.

WASHINGTON FEDERAL SAVINGS ACCOUNT EXECUTIVE 4/2007 TO 12/2007

Prepared a variety of complex reports for internal use and/or submittal to external agencies including statistical analysis.

Developed and implemented marketing strategies.

Analyzed Brokers’ financials to assure that WFS was doing business with reputable clientele.

Developed and mainted strong relationships with Brokers, responding timely to their needs and handling inquires including scenario evaluation.

Worked closely with WFS Underwriters to facilitate transactions and improve client services.

Participated as ambassador at industy events to increase visibility and sales influence.

Managed pipeline of over $6M in self-marketed loans.

Organized, prepared and hosted seminars of WFS programs and products to crowds of 100+ Brokers and Bankers.

RELIABLE CREDIT OFFICE MANAGER 3/2002 TO 4/2007

Managed contract purchasing, servicing and records.

Prepared consumer loan documents for signature.

Handled all A/P and A/R functions.

DMV Title Clerk

Collection of past due accounts.

Designed and implemented finance, budgeting, accounting and record keeping practices.

Performed operational functions to maintain compliance with regulatory guidelines.

Participated in selling and cross-selling of ancillary branch products.

Resolved personnel issues such as exployee counseling, scheduling and audits.

Responsible for recruiting, interviewing, hiring and training of new staff members.

Completed documentation to open and maintain new accounts.

Successfully collected on delinquent accounts.

ACCUTEL, INC. CUSTOMER SERVICE REPRESENTATIVE 11/2000 TO 3/2002

Answered in-bound telephone calls from GMAC clients and assisted with service their auto loans.

Processed payment extension

Collection of past due accounts.

Worked with insurance companies regarding coverage and claims.

Worked with GMAC employees across the U.S. to provide exceptional customer support for our clients.

Education

OREGON STATE UNIVERSITY – Corvallis, Oregon

Bachelor of Science Business Administration

LANE COMMUNITY COLLEGE– Eugene, Oregon

Associate of Arts Oregon Transfer

PACIFIC UNIVERSITY- Forrest Grove, Oregon

Volunteer Work ______________________________________________________________________

Southern Belle Farm- Concession Stand Volunteer 8/2001 to 11/2011

Upward Sports- Basketball Coach 2011 Season

Connecting Henry- Volunteer 2011

Harrisburg High School- Volleyball Coach 2005-2009

Brownsville Recreation Department- Basketball Coach 2006-2008

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