Customer Service Csr, warehouse worker s

LIBBY O’DELL

*** ******* ****, ******, ** ***** * 678-***-**** * adtg3e@r.postjobfree.com

CAREER OBJECTIVE

A challenging opportunity that leverages my strong sales, marketing and customer service skills.

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SUMMMARY OF QUALIFICATIONS

10 years managerial, 18 years sales and 20 years customer service experience.

Outstanding selling and closing capabilities with proven track record.

Consistently meet and exceed all sales quotas.

Well organized, good 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.

EXPERIENCE

2019-2020 Angel Oak Home Loans Atlanta, GA

Mortgage Loan Originator

Originated Conventional, Jumbo, High-Balance, FHA, USDA, VA, and Non-QM residential mortgage loans in a call-center environment.

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

Analyzed customer financial situations to ensure loan approval.

Offered friendly customer service and obtained sales commitment when discussing and offering various types of loan products with new and repeat borrowers.

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

2017-2019 Cross Country Mortgage Atlanta, GA

Mortgage Loan Originator

Originated Residential Mortgage loans in a retail environment.

Achieved aggressive sales goals averaging over $1M in closed loans per month.

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

Researched and presented multiple loan options for potential borrowers.

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

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

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

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

2011-2017 American Advisor’s Group Kennesaw, GA

Sales Manager

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

Hire, develop and supervise a solid sales team of over fifteen loan officers to accomplish and exceed goals; very low turn-over 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.

Assist sales personnel/loan officers in client relations.

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

2008 – 2011 Generation Mortgage Company Atlanta, GA

CSR Manager/Loan Officer

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 Loan Officer of the Month on 5 separate occasions, 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

Negotiated lease and rental agreements; oversaw capital improvements, maintenance, and modifications for 160 residential units.

Hired, supervised and trained staff of ten, 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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