Customer Success Manager

• Apr 2023 - Present

Customer Success Manager

• Mar 2022 - Jan 2023

Managed a book of over 50 SMB mortgage clients and conducted regular meetings per each client’s needs. Analyzed software usage reports to help clients identify best practices to increase employee adoption and build their business. Partnered with our sales reps to secure renewals, and present and upsell new products. Worked with the support team to manage client settings and troubleshoot issues. Successfully resolved pain points for unsatisfied clients, renewing buy-in and eliminating risk of churn. Notable Accomplishments: Managed my co-worker’s book of business for three months while they were reassigned to a temporary project. Continued progress on client projects, maintained rapport, and took on half the clients permanently. Successfully transitioned 30 of my clients to the new version of SN’s loan application, exceeding goals set by leadership. At time of departure, 90% of my book had adopted this new version, with goals and timelines set for remaining clients. Show less

Mortgage Funder

• Feb 2020 - Mar 2022

I reviewed mortgage documents on the day of funding, coordinating between the loan officer, processor, and title company to ensure that all conditions were met before wiring funds. I also managed the funding pipeline and scheduled team assignments. Notable Accomplishments: While training, I developed a comprehensive list of all funding responsibilities to master and streamline my work process. This list was adopted and used to map out the funding stage when the mortgage team transitioned to a new LOS. When moving to new wire software, I streamlined the process for mortgage wire verification. Our error count decreased from multiple errors daily to three or four errors monthly. Fixing errors takes time, so this dramatically increased wire approval speed. Show less

Finish Carpenter

• May 2019 - Jan 2020

Hands-on building experience with doors, trim, woodwork, and shelving - working on a fast-paced, team-oriented crew to problem-solve, meet deadlines and provide quality finish-work in homes and commercial locations. Hands-on building experience with doors, trim, woodwork, and shelving - working on a fast-paced, team-oriented crew to problem-solve, meet deadlines and provide quality finish-work in homes and commercial locations.

Seminary Teacher, Part-time

• Jan 2019 - Jan 2020

I taught two 30-student classes per semester by preparing, presenting, and adapting lessons to help teenagers experience and apply religious principles in their personal lives. I regularly worked with my supervisors through classroom observations and group instruction to improve my teaching methods, classroom management, and administrative skills. I taught two 30-student classes per semester by preparing, presenting, and adapting lessons to help teenagers experience and apply religious principles in their personal lives. I regularly worked with my supervisors through classroom observations and group instruction to improve my teaching methods, classroom management, and administrative skills.

English Second Language Teacher

• Aug 2017 - Dec 2018

I trained English-language learners (beginning and advanced levels) to improve reading speed and comprehension. I collaborated with mentors and other teachers on reading and vocabulary research and development. I trained English-language learners (beginning and advanced levels) to improve reading speed and comprehension. I collaborated with mentors and other teachers on reading and vocabulary research and development.

Loan Officer, Teller, Assistant Vault Teller

• Mar 2015 - Aug 2017

I worked with applicants through the entire loan process: gathering income and employment information, analyzing credit, calculating DTI, submitting applications for approval, establishing loan terms, communicating with third parties, gathering additional information, and delivery/method of funding. I solved any and all customer service needs, such as opening and maintaining accounts, conducting transactions, solving account issues and imbalances, and evaluating customer accounts to offer them products and services based on their individual situation and needs. I was able to meet deadlines and function in a high-stress environment through basic organization (maintaining an orderly workspace, creating lists of received/outstanding documents, etc.) and working well with my team. Show less