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Driven, focused, and knowledgeable Operations/Customer Service Professional with 10+ years of experience in high-stress environments in addition to a strong background within various industries. Experienced in overseeing daily operations, designing strategies focused on increasing customer/client satisfaction, and leading internal teams. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with others.

Operations Management Sales/Business Development Process Improvement Retail Banking/Lending

Customer Service/Support Cross-Functional Team Management Strategy Development

Team Leadership Report Generation Vendor Management Notary Public, North Carolina

• Direct day to day administrative operations within a fast-paced environment with a concentration on increasing productivity and efficiency levels
• Oversaw a portfolio of approximately 1,300 bankruptcy loans which required reviewing paperwork to ensure compliance with loan terms in addition to updating files with correspondence
• Played a lead role in reviewing bankruptcy focused legal documents, coached others on RESPA guidelines, and monitored court dockets in order to obtain updated case statuses
• Instrumental in closing out bankruptcy loans correctly/accurately along with addressing client inquiries and completing appropriate deposit account coding

• Supported internal customer service operations within a successful telecommunications company which included identifying and analyzing customer requests
• Quickly evaluated customer needs, completed diagnostic testing, and created corrective action plans in addition to coaching customers on product features
• Consistently achieved superior ratings in regards to individual performance goals along with successfully up-selling products and services

• Provided high levels of account support to both new and existing banking clients which included identifying customer needs and making appropriate product recommendations
• Addressed inquiries related to various consumer loans, reviewed customer credit worthiness, calculated debt to income ratios, and responded quickly to loan requests
• Played a lead role in created customer loan application packets, obtained needed financial information, and submitted paperwork to underwriting for review

• Oversaw insurance related tasks within the organization which included identifying and contacting potential clients, scheduling meetings, and coaching others on insurance products
• Completed comprehensive meetings with individuals and groups, assisted with application completion, and obtained recognition as a top-producing Agent

Additional Professional Experience Includes: Loan Officer, Right Choice Mortgage, 2004-2008