Sales, Customer Service, Management, Call Center

LIBBY O’DELL

*** ******* ****, ******, ** ***** * 678-***-**** * ad79gu@r.postjobfree.com

CAREER OBJECTIVE

Experienced Sales Executive with a proven track record of exceeding sales targets and building long-lasting relationships with clients. Aiming to leverage my abilities to successfully fill the vacancy at your company.

SUMMMARY OF QUALIFICATIONS

10 years managerial, 23 years sales, and 25 years customer service experience.

Awarded Certificate of Excellence for Outstanding Customer Service

Top-Notch selling and closing capabilities with proven track record.

Consistently meet and exceed all sales quotas.

Well organized, excellent time management, persistent in achieving or exceeding set objectives.

Design and implementation of management systems, administrative policies, and operational facilities.

Recruiting, hiring/terminating, supervising, scheduling, training, evaluating, and motivating professional and support staffs.

Proficient in all software procedures pertaining to Microsoft Office Suite, Salesforce, and Encompass.

NMLS# 162954

EXPERIENCE

February2023-Present, Allstate Douglasville, GA

Licensed Insurance Agent

Negotiate terms and conditions of insurance policies through outbound/inbound calls and in-person.

Prepare and present insurance quotes to clients, resulting in a 50% increase in items and policy sales.

Identify opportunities to cross-sell additional products, resulting in a 15% increase in policy premiums and a 10% increase in customer satisfaction.

Analyze clients’ current insurance policies and recommend additional coverages, resulting in policy premium increases.

Maintain relationships with more than 500 current clients, resulting in a 90% customer satisfaction rating. 2022-2023 AmeriSave Mortgage Atlanta, GA

Senior Mortgage Loan Officer

Originated Residential Conventional, FHA, VA and Jumbo mortgage loans in a remote, call center environment.

Achieved aggressive sales goals set by upper management.

Met with clients via video chat and telephone to ensure full understanding of residential mortgage options for which they qualify and the risks and benefits of each.

Provided top notch customer service and obtained sales commitments when discussing and offering various types of loan products with new and repeat clients.

Facilitated client, real estate agent and builder satisfaction by providing exceptional customer service and communication throughout the loan process.

Expedited the processing and funding of various loan programs and ensured compliance with policies, procedures, and guidelines.

2018-2020 Angel Oak Home Loans Atlanta, GA

Mortgage Loan Officer

Originated Residential Mortgage loans in a call center environment.

Resolved concerns and answered questions for parties involved with each transaction to ensure successful processing and closing.

Analyzed customer financial situations to ensure Conventional, Jumbo, FHA and VA loan approval.

Reviewed customer loan applications to determine loan approvals/denials; provided credit assessments to borrowers.

Worked closely with team members to ensure timely follow up on all new leads generated by referrals and marketing programs.

Demonstrated the highest level of

professionalism and customer service towards all customers. 2017-2018 Cross Country Mortgage Atlanta, GA

Mortgage Loan Officer

Originated Residential Conventional, FHA, VA, USDA and Jumbo Mortgage loans in a remote retail setting.

Consistently met and exceeded sales quotas, averaging over $1M in closed loans per month.

Called out to and met with prospective customers who requested information about possible refinance and purchase options.

Researched and presented multiple loan options for potential borrowers.

Facilitated borrower, real estate agent and builder satisfaction by providing exceptional customer service and communication throughout the loan process.

Communicated effectively with stakeholders, including the customer, sales associate, builder and title company from application through to funding.

2011-2017 American Advisor’s Group Kennesaw, GA

Sales Manager

Consistently provided top level sales production resulting in highest revenue producing sales team company wide.

Hired, developed and supervised a solid sales team of over fifteen loan officers to accomplish and exceed goals; very low turnover rate.

Single-handedly developed and implemented sales training system for loan officers and sales personnel.

Persistent evaluation and motivation of sales personnel and loan officers to continuously improve sales skills.

Assisted sales personnel/loan officers in client relations.

Assisted operations department to ensure effective turn times for all loans from application through to funding.

2008 – 2011 Generation Mortgage Company Atlanta, GA Customer Service Manager

Managed all aspects of outside lead generation.

Maintained, managed and evaluated all lead vendor relations.

Created custom reports used to analyze and evaluate revenue potential from all lead sources.

Created and customized sales scripts to ensure maximum conversion ratios of all lead sources.

Managed team of Customer Service Representatives ensuring all web leads were contacted immediately and transferred to sales consultants within 60 seconds of lead receipt.

Awarded Certificate of Excellence for outstanding customer service. 2004 – 2008 Peach State Appraisal Services, Inc. Acworth, GA Owner, Office Manager

Handled all aspects of marketing, sales, and client relations.

Maintained clientele of over 50 loan officers.

Actuated/implemented filing systems, client billing system, and bookkeeping.

Determined staffing needs, wrote and placed employment ads and interviewed and selected qualified personnel.

Provided orientation and training in company policy and practices, operations, appraisal software and customer service techniques.

Met with national lenders, banks, homeowners, real estate companies, insurance company representatives, and adjusters promoting company’s services.

2000 – 2004 AMLI Residential Dallas, GA

Property Manager

Managed and maintained 99% occupancy over 2 years for a 260-unit apartment community.

Oversaw capital improvements, maintenance, modifications, negotiated lease and rental agreements.

Hired, supervised and trained staff of fifteen, including maintenance, leasing and clerical personnel.

Prepared yearly cash budgets for the property; assisted legal staff in the preparation and presentation of materials and pleadings for tax proceedings, rent control hearings, and building permit applications.

Handled all aspects of marketing, leasing and community promotions.

Awarded Manager of the Month on 4 separate occasions.

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