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PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONAL SUMMARYCustomer Service Representative in the corrugated print industry while instructing how to manage digital files and convert from paper to digital formats. Mortgage Loan Officer II with a 4-year background in consumer financing, loan administration, risk management and account management. Excellent analytical and communication skills and handling confidential documents and information. Hardworking Account Manager with 8 years of experience working within the K-12 Educational Publishing Market. Trained in project and time management with extensive knowledge of Fulfillment, scanning, document conversion, enhancement and creation of SOPs along with accuracy plus proven multitasking abilities. Committed to maintaining professional relationships and complete confidentiality with clients to increase profitability and drive business results. Have many years in digital reproduction for the printing industry in graphic arts working with high end customers for scanning, color correction and page layout plus design, large format scanning reproduction and high-speed scanning of documents.SKILLSCustomer service, account management, sales, communication, handling confidential information, detail oriented, organizing, planning, analytical thinking, quality driven, information management, conflict management, NMLS licensed, operations management, fulfillment management, records management, administrative duties, SAP purchasing, estimating, quoting, EDI and Purchase Order processing, scanning drum and flatbed and high-speed scanners and imaging specialist. Ability to work independently and in a team environment. Advanced skill applying research and interpretation of findings to respond to requests for information.Possess comprehensive knowledge of Empower, Encompass Data Base, Cimmaron CRM Data Base, Microsoft Word, Excel, and Outlook, OneNote, Citrix environment plus multi-database usage and Adobe products such as InDesign, Illustrator and Photoshop along with QuarkXPress, scanning programs, create websites, posting content, accurate data entry and social media, ad creation, .Microsoft Office 365Adobe Pro SuiteHeavy PhonesSuperior organization skillsDevelop, create and update digital workflowsSOPs DevelopmenteSignature/DocuSignData Analysis and ResearchWORK HISTORYDS Smith Incorporated, North America Packaging and Paper DivisionCustomer Service Representative Winchester, VA August 5, 2021 to CurrentThe role entails being the primary internal point of contact for a defined customer base, working and supporting both the internal and external teams to achieve business objectives and service goals. This role will primarily work within the Kiwiplan Enterprise Sales Processing software to perform most tasks. Daily/Weekly/Monthly team reporting and Data Analysis1.OTIF (On Time In Full) Report2.Labor KPIs3.Manufacturing KPIs4.Aged Inventory Management/Supply Report5.EDI Order Verification6.Sales Reports7.Backlog Report Handle and protect company and customers confidential informationProcessing new and repeat customer orders within agreed service level agreements for inventory. Proactively reviewing customer requirements, to maximize service account information & stocklevels. Acknowledging customer complaints and report dissatisfaction/failures in line with the sitespolicies and procedures; resolving where applicable or escalating when necessary. Discussing solutions with customers and follow through those actions to ensure customersatisfaction. Building strong working relationships with internal teams and customers by sharinginformation and acting as a liaison for other areas of the business. Building strong relations with customers, gaining insight to their business. Keeping theminformed of the status of their orders or answering any other queries that may rise at either thecompanys or customers directive. Working with the team and other colleagues (our internal customers) within the company toimprove team cross-departmental relations, flexibility and efficiency in our service offerings. Working with Production / Scheduling / Quality1.New Item Approval2.Emergency Orders3.Customer Issues E-mail/Phone correspondence with customers1.Late Orders2.Part-Shipped/Overrun Orders3.Sending Quotes / Order Confirmations / BOLs Utilizing Service Now Portal to Update SAP Records1.Update Customers Billing Address2.Add Customers Ship-to Address3.Update Customers Invoice E-mail Address4.Create Purchase Requisitions E-mail correspondence with NAPP Credit1.Request increased credit-limitCreating & Maintaining Companies/AddressesCreating & Maintaining Product Design / RoutesChecking Watchlists & Reacting AppropriatelySending Quotes to Customers/Sales RepsBooking Orders1.Make & Deliver2.TopUps3.Calloffs4.Editing Orders (Due Date, Quantity, etc.)Sending Documents to Customers1.Order Confirmation2.Bill of Ladings (Dockets)3.Price ListsCreate Customer Issues1.Issue Credit2.Issue ReturnsRunning Reports / Search Reports System Data Changes/Updates/Relabel Price Changes/Updates Cost Analysis Data Analysis Sales and Business Development Trainer for Excel, Adobe Pro and scanning techniques Create and maintain complex filing system with digital conversion Answer Phones, Email Assist colleagues with workflow issuesNAVY FEDERAL CREDIT UNIONSenior Mortgage Loan Officer II Winchester, VA December 2, 2019 to July 26th 2021Interview and council members about first mortgage loans and refis and completing confidential mortgage loan applications 1003. Establish and maintain personal relationship with members, and to guide and follow their mortgage loans from initial application through the loan closing process and handle and protect customers confidential information. To determine applicants qualifications; providing detailed information about Navy Federal's mortgage and equity loan products; clarify complexities of the mortgage/equity loan process; and evaluate, personalize, and recommend financing alternatives. To build and maintain referral relationships with realtors, builders, and other centers of influence. Analyze referred loans for areas of concern and determine proper course of action (e.g., obtain explanations for derogatory credit) Licensed in United States through the credit union. Determine and advise members on approved loan conditions and documentation requirements Ensure progress and inclusion of required mortgage processing information (e.g., verificationsof employment, assets, income and liabilities; appraisal reports, Navy Federal and investorrequirements, etc.) Maintain contact with the member, Realtor and/or seller during the entire loan process Monitor mortgage loan process from start to finish and ensure compliance with Federal laws,as well as Navy Federal, NCUA and secondary market practices, guidelines and regulations Remain available to members and/or their real estate agents during scheduled evening hoursafter assigned workdays and during scheduled hours on assigned days off (e.g. weekends) Request and obtain documentation needed and forward to Mortgage Processor/Underwriting Respond to inquiries about mortgage applications, processing status, problems and concerns Take first mortgage loan applications via face-to-face interview, mail and telephone Resolve or arrange for resolution of operational/processing issues, inquiries and complaints Respond to inquiries and resolve any issues concerning the processing of applications Review application for completeness, data integrity and accuracy; determine if additionalinformation and/or supporting documentation may be required. Perform other duties as assigned.FAIRWAY INDEPENDENT MORTGAGE CORPORATIONMortgage Loan Officer Winchester, VA June 11th, 2018 to November 22, 2019Licensed in VA, WVHandle and protect customers confidential informationCustomer Retention, by maintaining friendly and professional customer interactions.Marketing with an Online presence, lead generation, Networking Groups.Creating proposals with the current client scenarios.Explained different types of loans pertaining to client situations.Worked with processors, underwriters to fix application problems and resolve issues.Reviewed loan files and updated to match current standards.Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.Recommended loan approvals and denials based on customer loan application reviews.Originated, reviewed, processed, closed and administered customer loan proposals.Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.Developed and maintained relationships with local real estate agents.Contacted potential clients to pursue sales and gather funds.Collaborated with compliance department to eliminate procedural errors and margin breaks.Meet with clients to generate new business.Gathered data and built financial models around key metrics.RESIDENTIAL MORTGAGE SERVICES, CORPORATIONMortgage Loan Officer Winchester, VA July 10, 2017 to May 30, 2018Licensed in VA, WV, MDHandle and protect company and customers confidential informationCustomer Retention, by maintaining friendly and professional customer interactions.Marketing with an Online presence, lead generation, Networking Groups.Creating proposals with the current client scenarios.Explained different types of loans pertaining to client situations.Worked with underwriters to fix application problems and resolve issues.Reviewed loan files and updated to match current standards.Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.Recommended loan approvals and denials based on customer loan application reviews.Originated, reviewed, processed, closed and administered customer loan proposals.Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.Developed and maintained relationships with local real estate agents.Contacted potential clients to pursue sales and gather funds.Collaborated with compliance department to eliminate procedural errors and margin breaks.Met with clients to generate new business.Gathered data and built financial models around key metrics.RESOURCES FOR EDUCATORS a division of Wolters KluwerSenior Account Manager/Customer Service Representative III Front Royal, VANovember 30, 2009 to July 7, 2017Sales / Business Development.Handle and protect customers confidential informationCreate sales and marketing strategies for the k-12 educational market across the United States, Canada and Puerto Rico.Develop, create and update training content.Develop, create and update digital workflows/websites.Copyright Analysis/Processing.Costs and Data Analysis.Estimating and quoting.Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.Managed quality assurance program including on site evaluations, internal audits and customer surveys.Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.Saved the company $900,000 by researching and implementing digital workflow cost-saving initiatives and creating fresh new approaches to long-standing problems.Worked with educational customers to understand requirements and provide exceptional fulfillment service remotely.Purchase Order Processing.Processed and Distributed Daily Mail.Remote Support.Accounts Receivable, Refund Processing.Debt Collections, Cancel and Suspend Account Calls/Processing.Performed Daily Data Backup.Negotiated Vendor Relations with Vendor Document Processing.Purchasing supplies for the company and Performed Inventory Management.Accounting Duties: Duplicate Web Charges, Month-end Discrepancies, Payment Transfers, EFT Tracking, Credit/Refund Processing.Efficient use of Microsoft Office, Adobe Acrobat X Pro, QFW & PETE (database), scanning programs.EDUCATIONTaken NMLS SAFE CE Required Courses and passed SAFE exam in the state of Virginia and West Virginia. Meet annual continuing education requirements and licensing.Master Loan Processing Certification through NAMP Mortgage Loan Processors.iGEN3 110 Digital Press Operations and Color Management Certification in Rochester, NY.Color Management Certification, G.A.T.F. in Pittsburgh, PA. In depth color theory classes and I.C.C. profile set-ups.Scanning techniques and theories Certification. Scitex training in scanning techniques and output devices in Chicago, Illinois.High speed scanning practices.Supervision and Management (Certificate), Hagerstown Community College Hagerstown, MD.Graphic Arts Management (Certificate), Central Piedmont Community College Charlotte, NC.Business Computer Programming (No Degree), Gaston College Gastonia, NC.Business Computer Programming (No Degree), Western Carolina University Cullowhee, NC.AFFILIATIONSPast Rotarian, Rotarian Board Member and Paul Harris Fellow, TOV Chamber Member, Past Chamber Ambassador, BNI, Board of Realtors Affiliate, Blue Ridge Housing, Multiple Events Planning Coordinator, Information Systems Advisor.LICENSES AND CERTIFICATIONSPreviously licensed as a Mortgage Loan Officer in the states of Virginia and West Virginia, and across the country with Navy Federal Credit UnionNMLS #1615957. VHDA Certification. NAMP Master Loan Processor Certification.FAMILY, CHURCH, GOLF, WORKING IN MY YARDMultiple Mortgage Databases/CRMsEmpowerOptimal Blue CreditList Reports Digital Marketing PlatformPracticed at Conventional, FHA, USDA, VHDA, VA LoanExperian Transact SM |
