Customer success representative

• Aug 2022 - Present

Healthcare expert. Working on the largest Heathcare account. Worked in creating steps to reduce TAT for hiring purposes for our client. Increasing revenue in this tough market for our department and overall Iine of revenue Healthcare expert. Working on the largest Heathcare account. Worked in creating steps to reduce TAT for hiring purposes for our client. Increasing revenue in this tough market for our department and overall Iine of revenue

Loan Consultant

• Jun 2021 - Oct 2022

Licensed in all 50 states, loanDepot employs more than 9,000 people, and operates more than 200 lending stores nationwide. loanDepot.com, LLC, 26642 Towne Centre Drive, Foothill Ranch, CA 92610. All rights reserved. NMLS #174457 (www.nmlsconsumeraccess.org). For more licensing information, please visit www.loanDepot.com/licensing. www.loanDepot.com/privacypolicy. Rates, terms, and availability of programs are subject to change without notice. Licensed in all 50 states, loanDepot employs more than 9,000 people, and operates more than 200 lending stores nationwide. loanDepot.com, LLC, 26642 Towne Centre Drive, Foothill Ranch, CA 92610. All rights reserved. NMLS #174457 (www.nmlsconsumeraccess.org). For more licensing information, please visit www.loanDepot.com/licensing. www.loanDepot.com/privacypolicy. Rates, terms, and availability of programs are subject to change without notice.

Customer Success Specialist

• Mar 2013 - Jun 2021

Success Management. 7 plus years in a customer success support role. Solved and solutioned multiple client issues from technical to administrative. Worked closely with internal teams to locate and execute answers to various tasks and questions. Managed over 40-70 accounts at one time through the application process to a Go live. Work on a wide range of Enterprise Accounts. These range from $50k to over $6 Million dollar accounts. I have been driving new ways to better implement a client’s book of business while keeping the client informed of new opportunities and cost saving measures. Consistently reviewed process workflow to decrease turnaround times. Researched the causes of the inconsistent processing requests. This accomplished a quicker process that in turn increased the flow of revenue for the organization. Management. Managed a small international onboarding team getting them ramped up to be a self- sufficient team. Conducted meetings and reviews of the team to review best practices and processes to become fully functional. Regularly keep the sales team informed of changes and updates in the approval process. Increased workflow by implementing techniques to maximize production to meet goals. Training. Created multiple training programs to ensure the sales team had the best practices to submit complete requests to maximize the client experience. This ensures quick turnaround times for increasing revenue for the company. Process Management. Consistently reviewed process workflow to decrease turnaround times. Researched the causes of the inconsistent processing requests. This accomplished a quicker process that in turn increased the flow of revenue for the organization. Show less

Account Support Analyst

• Jul 2012 - Mar 2013

Credentialing Analyst

• Mar 2010 - Jul 2012

To support the Sales Organization in the achievement of revenue, customer satisfaction, process improvement, and market penetration objectives

Investigative Analyst

• Oct 2008 - Jul 2009

Investigates Mortgage Fraud as a contract company for Genworth Financial. Re-verify assets and income on closed loan application. Stay within constant contact with our Private Investigators, many who are former FBI agents

Mortgage Fraud Investigative Analyst

• Oct 2008 - Jul 2009

Developed strong relationships with over 100 private investigators throughout the country to ensure cases were being serviced to the highest quality standards.Audited mortgage applications for fraud saving our customers millions of dollars by lowering the risk of mortgage fraud.Constantly met increasingly higher production goals allowing SSI to expand the number of cases audited and investigated.

Customer Service Representative

• Jul 2007 - Aug 2008

Key member of a team tasked with the organization of personnel and logistics to expand presence into the Atlanta region.Consistently a top producer in processing over $7 Million in loans on a monthly basis.Work closely with lenders to ensure they presented their customers with the best possible interest rate programs.Ensure prompt processing of broker applications in order to meet monthly quotas.

Customer Service Representative

• Jun 2007 - Jul 2008

Processed over $7M in loans on a monthly basis.* Ran Scenario calls to find the proper program for borrowers* Assisted with the setup and personnel for a wholesale mortgage branch.* Processed over 100 broker applications for approval with Everbank

Loan Coordinator

• Jan 2007 - Jun 2008

Processed over $5M in loans on a monthly basis.* Ran & uploaded files to various wholesale lenders websites for underwriting.* Cleared stipulations & kept borrowers up to date with loan status.* Interacted with 15+ wholesale lenders to find the best programs for the borrowers. (Contact Supervisor: Yes, Supervisor's Name: Newell Edenfield, Supervisor's Phone: 770-441-3453) Processed over $5M in loans on a monthly basis.* Ran & uploaded files to various wholesale lenders websites for underwriting.* Cleared stipulations & kept borrowers up to date with loan status.* Interacted with 15+ wholesale lenders to find the best programs for the borrowers. (Contact Supervisor: Yes, Supervisor's Name: Newell Edenfield, Supervisor's Phone: 770-441-3453)

Loan Coordinator

• Jan 2007 - Jun 2007

Consistently a top producer in processing over $5 Million in loans on a monthly basis. Worked closely with lenders to ensure they presented their customers with the best possible interest rate programs. Interacted directly with Broker's customers to keep them informed throughout the sales process and ensured quick resolutions to any issues. Consistently a top producer in processing over $5 Million in loans on a monthly basis. Worked closely with lenders to ensure they presented their customers with the best possible interest rate programs. Interacted directly with Broker's customers to keep them informed throughout the sales process and ensured quick resolutions to any issues.

Inside Sales Representative

• Oct 2001 - Jan 2007

Consistently a top producer in processing over $7 Million in loans on a monthly basis.Instituted program guidelines to streamline the interaction with customers giving my company a competitive edge.Worked closely with lenders to ensure they presented their customers with the best possible interest rate programs.Managed and maintained rate sheets to ensure all sales representatives were up to date on the company's offerings.

Inside Sales Representative

• 2001 - 2007