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Phone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLESummary of QualificationsIhave over twenty years of industry leading customerservice, client management, sales and trainingexperience while being recognized and promotedto manager/trainer in each of my pastroles.Professional ExperienceAdvantage Title,Charlotte NC (Remote)Client Advocate/Account Manager 2020-2024 Responsible for handling inbound/outbound inquiries from mortgage lenders, brokers, realtors and homeowners via phone, email, chat or company website regarding a variety of questions Responsible for Soliciting existing clients to use Advantage Title as the primary vendor for TitleServices Met with Sales Managers, Operation Team and Management via Zoom, Teams chat, as well asonsite visits to promote the company brand andunderstand organizational and client needs Top Producing Account Manager in Organization All-Time Home Point Financial,Charlotte NCContact Center Manager/Agent2015-2020 Originally hired as the initial Contact Agent but was promoted to Contact Center Manager after 1 year(Initial role involved over 200manual outbound dials/day) 25 Member Team handled multiple inbound mortgage leads campaigns that were Pre-Qualified priorto transferring client to LoanOfficer or Account Executive(Also was a Producing Agent 25% of my day) Branch volume grew from $20M-$120M after establishment of Contact Center Responsible for hiring, training, and daily management while building culture and morale Collaborated with Sales, Operations and Marketing Teams to increasingly deliverindustry leading service to our prospective borrowers/brokersresulting inthe highest customer service scores outof 3 sites for 4 consecutive years Worked with IT Department Management to build out fully functional CRM Awarded Employee of the Month 6 times and Employee of the Year in 2018 Proficient in the following Systems:Microsoft Word, Excel, Outlook, Encompass, Velocify, Octane, Optimal Blue, Mortech, Zoom, 5x9 Phone System, ResWareEducationWittenberg UniversityGPA- 3.65 BA BusinessAdministration