Customer Service Manager

Resume

Sherika Allen

313-***-**** (direct contact)

abmpfa@r.postjobfree.com

Qualifications:

Ability to communicate orally, in writing or via electronic means, in a manner appropriate to the

audience. A constructive team member, contributing practically to the success of the team. Able to

motivate and encourage others, while taking the lead. Ability to see opportunities and to set and

achieve goals. Ability to think things through in a logical way in order to determine key issues, often

also including creative thinking. The Ability to handle change and adapt to new situations. Type 65+

words per min., data entry, Power point, Lotus Notes, Outlook, MS Word, Calyx Point and Excel. Credit

Authority of $2 Million dollars.

Education:

Present WCCC, Business

June 2001 Cert Obtained, Superior Medical

June 1999 Diploma Obtained, Robichaud High

Employment:

2009/ Present- Pre purchase consumer Underwriter /TATA Consultancy-Citi Mortgage Inc

General office duties provide the highest level of customer service, manual underwrite loans,

underwriting of DU, FHA and VA loans. reviewing credit reports and making a decision on credit

worthiness, demonstrated ability to profile a borrower via loan file data in order to determine reason

ability of stated facts on loan documents, reviewing tax returns and appraisal report, reviewing

separation agreements and divorce decrees etc on all closed funded loan for re-purchasing received

by all approved correspondents. Evaluates risks according to underwriting, checks information

received concerning risks. Recommends risk, reviews and takes appropriate action. Completes all

complex and unusual risks. Return all correspondent telephone calls. . Assist in the training and

development of MLC/Processor’s and underwriters.

2009/ United Wholesale Mortgage- / FHA Underwriter II

General office duties provide the highest level of customer service, manual underwrite loans,

underwriting of DU, FHA and VA loans. reviewing credit reports and making a decision on credit

worthiness, demonstrated ability to profile a borrower via loan file data in order to determine reason

ability of stated facts on loan documents, reviewing tax returns and appraisal report, reviewing

separation agreements and divorce decrees, clearing all conditions, answering phones and resolve

questions from Brokers. Evaluates risks, underwriting precedent, and experience. Checks information

received concerning risks: inspection reports, credit reports, producer's advices, etc. Recommends

risk improvements if indicated. Reviews and takes appropriate action on binders and delinquent

reports; also maintains correspondence suspense file. Submits complex and unusual risks and risks

exceeding personal underwriting authority to senior underwriter or supervisor for approval. Return all

correspondent telephone calls.

2007/2009 -Credit Conventional Underwriter - / Citi Mortgage Inc

General office duties, provide the highest level of customer service, manual underwrite loans,

underwriting of DU and LP as well as DE, reviewing credit reports and making a decision on credit

worthiness, demonstrated ability to profile a borrower via loan file data in order to determine reason

ability of stated facts on loan documents, reviewing tax returns and appraisal report, reviewing

separation agreements and divorce decrees, clearing all conditions, lotus notes, answering phones

and resolve questions from Brokers. Assist in the training and development of new credit analyst.

Manage a daily pipeline of loans. Partner with MLC to ensure quality loan file and customer service.

Assist with the processing of all DU, LP, DE, FHA and VA loans. Checks information received

concerning risks: inspection reports, credit reports, producer's advices, etc. Recommends risk

improvements if indicated. Reviews and takes appropriate action on binders and delinquent reports;

also maintains correspondence suspense file. Submits complex and unusual risks and risks

exceeding personal underwriting authority to senior underwriter or supervisor for approval. Return all

correspondent telephone calls.

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2005/2007/- Underwriting Credit Analyst- CSR Trainer / ABN AMRO Mortgage

General office duties, provide the highest level of customer service, complete processing of DU, LP,

DE, FHA and VA loans, reviewing credit reports and making a decision on credit worthiness,

demonstrated ability to profile a borrower via loan file data in order to determine reason ability of

stated facts on loan documents, reviewing tax returns and appraisal report, reviewing separation

agreements and divorce decrees,clearing all conditions, lotus notes, answering phones and resolve

questions from Brokers. Assist in the training and development of new CSR's. Hold 1 on 1 meeting

with customer service rep’s, to give evaluations of progress/performance reviews, and to decide and

give the employee the development objective as well as people development objective. Return all

correspondent telephone calls. Giving presentation at weekly team meetings of progress made in the

underwriting and customer service departments. Plan all events within the departments (holidays,

birthdays, goal achievements etc

2008/2009 - REO and BPO Property Inspector/ Safeguard Properties Prepare correspondence, reports

of inspections or investigations, and recommendations for action. Investigate applications for special

licenses or permits, as well as alleged license or permit violations. Examine records, reports, and

documents in order to establish facts and detect discrepancies. Provide an accurate and timely

inspection including all customer specifics in an automated format while working from home Complete

the inspection in the field while following all of field policies and any of customer's

requests. Assist in coordinating all required annual commercial mortgage property inspections, and

to perform inspections for those properties requiring inspection by company personnel. Complete

physical review of the property, as well as a discussion with the property owner/manager, a review of

rent rolls, review of reserve releases and a determination of market trends. Render an opinion of the

quality of the maintenance of the property with cost estimates for repairs if necessary. Perform and

review foreclosures property preservations, Schedule inspections so that they are conducted in an

orderly and cost efficient manner. Review prior inspections. Complete additional research, if needed,

and prepare a written inspection report. Receive work via the internet. Send completed work to RRI via

the internet on the RRI’s field forms and/or customer specific forms.

2004/2005 –Lead Account Manager/ Rent A Center

General office duties; provide the highest level of customer service, operates office equipment and

completes general office work. Prioritizes and batches material for data entry. Completes information

analysis for procedures; reports initial and frequent contact with borrowers responsible for contacting

borrowers, advising them of their loan contract responsibilities and persuading them to bring their

delinquent accounts current through payment negotiations. timely and effective collection of

delinquent accounts; skip tracing, resolving customer disputes, collateral disposal and scheduling

repossessions data entry, inventory control, organize and follow up on all daily activity, obtain new

rental orders via the phone and on the sales floor, distribute print materials and telemarketing to

create new business, delivering and installation of products. Maintain daily goal set for assigned

portfolio; responsible for ensuring confidentiality of all aspects of the company’s operations, portfolio,

customer information, and computer technology.

1998/2001- Administrative Asst. / Custom Blinds and Design

Perform administrative duties for executive management. Screening calls, making travel and meeting

arrangements, preparing reports and financial data, book keeping, training and supervising other

administrative and support staff, and customer relations. Receiving and directing visitors, word

processing, filing, and faxing. Extensive software skills; selecting office vendors and supervising

purchasing processes, directing mailroom and maintenance staff, and coordination of regular building

maintenance staff. Scheduling interviews, researching the Internet to locate potential job candidates,

scanning resumes, and assisting with planning new employee coordination meeting, compiling

materials and maintaining employee database records logistical processing of customer orders,

includes coordination with vendors, sales staff, customer service representatives, billing

representatives, warehouse and shippers. Arranges shipment of requested items; goods or

merchandise. Telemarketing and give Power Point presentations.

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