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Yyyyyy x. yyyyyy


6141 Shupe Drive, #0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● 916-628-7009 ●



Customer Service & Administrative Specialist

Financial Services / Banking Health Insurance Retail Sector

Mortgage Lending Research Quality Control Regulatory Compliance


         Offer 20+ years experience in financial industry with particular talents in wholesale & retail bank operations and mortgage lending.

         Advanced skills in processing and closing mortgage loans for 23 different states.

         Well-versed in real estate principles and legal aspects of real estate.

         Skilled at underwriting support, mitigating company risk, and enforcing policies and procedures to enhance and optimize lending process.

         Energetic and highly collaborative; able to drive unified efforts across all departments.

         Considerable expertise in health insurance with specialization in a call center environment.

         Excel at interfacing with key stakeholders to ensure rigorous conformance to quality control, legal, internal, and regulatory parameters.

         Able to engage and motivate personnel to achieve optimum levels of productivity.

         Proactively evaluate existing systems and procedures to uncover inefficiencies, and swiftly implement solutions which streamline operations.

         Continually identify and capitalize on cost improvement and revenue generation opportunities.



Macy s of California, 2014 to 2017

Merchandising Support Associate

         Directly supported retail functions spanning merchandising, fulfillment, pricing markdowns, and inventory control within warehouse, while delivering outstanding customer service to shoppers.


Randstad Inc. (Blue Shield of California), 2014

Corporate Provider Services Provider Liaison (temp)

         Responded to incoming calls from healthcare providers to assist with contracting processes and issues.

         Educated providers in Affordable Health Care Act and Covered California plans including reimbursement rates and assistance with contract modifications.


Health Net, 2007 to 2012

Customer Service Representative 2011 to 2012 & 2007 to 2008

         Computed and provided quotes, researched claim status, and determined eligibility for members and providers across all commercial lines of business.

         Mentored, coached, and trained new hires while constantly ensuring adherence to quality criteria.

         Prepared member Medical Group and PCP transfers, and collaboratively resolved escalated issues.


Continued ►



Yyyyyy x. yyyyyy Page 2 of 2


Provider Services Correspondence Representative 2008 to 2011

         Thoroughly examined correspondence relating to provider disputes or issues, compiled service forms, and effectively routed issues to appropriate department for immediate resolution.

         Handpicked as HIPAA Team Captain and charged with assisting less experienced team members and cross-training call center representatives.

         Consistently achieved audit record of 98%+ with most recent 10 consecutive months at 100%.


Walgreens Pharmacy, 2006 to 2007

Cosmetics Department Head

         Spearheaded full-scope department operations encompassing staff training and direction, customer service and satisfaction, product ordering, cash handling, sales forecasting, and report preparation.


Layhees s Professional Pool Service, 2004 to 2005

Office Manager

         Helmed complete spectrum of office operations including client relations, report generation, marketing, records management, data entry, workflow optimization, and monthly billing.


Wells Fargo Home Mortgage, 2003 to 2004

Mortgage Closing Specialist II

         Steered operations within Construction-to-Permanent Loan Department by meticulously preparing loan documentation, sending files to escrow/title company for borrower execution, satisfying all closing conditions, and coordinating closing within defined guidelines and timeframes.


Bank Of America, 2001 to 2003

Senior Loan Closer

         Guided, monitored, and supported all facets of loan closing activities within Wholesale Lending division.

         Reviewed and approved funding package upon receipt, signed off and/or met outstanding closing conditions, and seamlessly coordinated funding with relevant parties.

         Processed electronic wire transfers, resolved post-closing loan documentation compliance issues, conducted post-closing audit/loan review, and promptly shipped funded/closed loans.


El Dorado Savings Bank, 1999 to 2001

Senior Savings Representative

         As full-service teller, assembled and managed collateral for loan portfolio, processed incoming and outgoing wire transfers, and prepared monthly certifications and audits of negotiable instruments.

         Exhibited impressive leadership attributes as back-up to Branch Manager for real estate loan sales and submission of loan package for committee approval.

         Knowledgably answered inquiries regarding accounts and loan applications, abated concerns and complaints, and consistently delivered superior customer service.

         Mentored and directed new hires to ensure constant adherence to bank rules and regulations.




American River College, Sacramento, CA




Microsoft Office (Excel, Word, Outlook), Lotus Notes, ABS, CSI, Macess, Legacy


Yyyyyy x. yyyyyy


6141 Shupe Drive, #0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● 916-628-7009 ●
















Dear __________________:


Please accept this letter and accompanying resume in application for the (INSERT JOB TITLE / POSITION) opportunity that is currently available with (INSERT NAME OF COMPANY). In advance, thank you for your time and consideration.


As indicated, I bring to you significant experience in the financial services industry, strong expertise in mortgage lending, and proven capabilities in retail operations, call center environments, and office administration. My outstanding customer service skills and solid business acumen will certainly enable me to effectively transition into your company and produce positive results. To complement these qualifications, I offer an exemplary blend of supervisory, communication, staff training, and organizational skills which are essential as a (INSERT JOB TITLE / POSITION).


As a proactive contributor to your organization, you will find me to be a highly motivated and autonomous professional committed to supporting you in achieving your objectives through steadfast initiative and dedication. I am confident that I could be an asset to (INSERT NAME OF ORGANIZATION), and encourage you to call me at the number listed above.






Yyyyyy x. yyyyyy


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