Dedicated and accomplished Administrative and Customer Support Professional with a solid track record of achieving exceptional levels of efficiency and productivity along with a demonstrated background in handling complex administrative operations. Possess high-level communication and analytical skills with a commitment to superior customer service. Offer solid leadership abilities with experience in managing cross-functional teams.

Operations Management Administrative Support Collections Attention to Detail

Microsoft Office Suite Accounts Payable Vendor Management Account Quality Assurance

Process Improvement Training/Coaching Program Development Oral/Written Communication

  Direct day to day customer service operations within a fast-paced environment with a focus on increasing productivity and operational efficiency levels

  Review and process loan applications, complete month-end balancing, track and update client account information, and process account pay-outs

  Oversee up to 30 delinquent accounts simultaneously, contact customers to set up payment plans, and ensure compliance with both internal and regulatory requirements

  Coordinated the processing of loan documentation within the organization which required monitoring incoming documentation and routing it appropriately

  Identified and resolved operational issues and/or concerns along with building positive relationships with both internal and external vendors

  Led mortgage account related operations within the organization which included reviewing funds within a suspense account and ensuring internal policies are followed

  Designed and implemented internal standard operating procedures, performed quality control reviews, and generated specialized reports related to reinstatements and/or premium refunds

  Updated lenders on file status in addition to providing training to new staff members on internal computer systems, best practices, and data entry/loan administrator functions

  Handled an extensive amount of customer service and administrative support functions within retail banking environment which included handling up to 2,000 outbound calls per month

  Pulled and reviewed credit bureau reports and background checks to obtain pertinent customer information, assisted customers with completing loan modification forms, and completing skip tracing tasks

  Utilized superior communication and interpersonal abilities to maintain positive relationships with both external and internal stakeholders

  Coordinated daily teaching logistics within classrooms which included working with students of varying ages, following classroom curriculum, and leaving notes for returning Teachers

  Identified and diffused behavioral issues, assisted students with assignments, and handled several administrative functions

  Oversaw accounts receivable operations within the Finance/Revenue division which required reviewing records and updating accounts within an internal software system

  Assisted both internal and external team members with inquiries, issued/renewed licenses, calculated renewal fees, and support the completion of detailed assessments

  Dissolving & Filtration Operator, Olsten Staffing (Bayer Pharmaceutical), 2002-2003

  Loss Mitigation Solicitation Specialist, First Union Mortgage Corporation, 1999-2002

  Customer Service Relationship Manager, First Union Mortgage Corporation, 1999

  Adjuster III, First Union Mortgage Corporation, 1998-1999

Bachelor of Arts, Business Administration and Marketing

Johnson and Wales University, Providence, RI