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Key Customer Service Rep

Administrative; Customer Service; Mortgage Professional; Loan Processor; Loan Closer; Post Closer

Alpharetta, GA


Work Experience

Key Customer Service Rep

Adecco Staffing/DS Waters of America
Atlanta, GA

August 2012 to January 2013

• Provide the highest level of customer service and support to both external and internal customers in the Key Account area. 
• Receive and handle incoming calls, make outbound calls, new account set-ups, account additions, pricing maintenance, ordering, billing, reconciliations, collections, account restructuring and account analysis. 
• Assist Key Account Managers and Route Operations Managers with the management of key accounts. 
• Research customer accounts, customer service and maintenance. 
• Maintain and update files on manual and automated records. 
• Resolve Key/National Account billing problems and make necessary account changes at the customer level; provide additional customer service support such as billing invoices, delivery receipts, service requests and other. 
• Compose and type all correspondence incorporating diplomacy and strategy reflecting Company interests. 
• Achieve monthly goals in account management and collections as set by management. 
• Acquire and continuously update knowledge of products, service and computer skills.

Flight Attendant

Omni Air International
Atlanta, GA

August 2006 to April 2012

* Operate flights with the Department of Defense to fly soldiers to & from military bases 
* Hold a (DOD) Geneva Convention ID Card for work purposes 
* Trained on terrorism prevention and transportation security 
* Instruct safety demonstration plus coordinate and manage public relations with passengers specified by the company and FAA regulations 
* Provide leadership and direction to assist passengers safely in case of non-routine operations 
* Demonstrates and maintains proficiency in emergency equipment use and emergency procedures 
* Responsible for the orderly and expeditious evacuation of passengers and crew 
* Provides emergency first aid as needed/required 
* Performs pre-flight, thru-flight, and post-flight inspections of aircraft emergency and cabin equipment 
* Operates aircraft systems and equipment; such as electrical, interphone, doors, and exits 
* Supervises and performs loading and off-loading of passengers and baggage on aircraft

Mortgage Loan Closer

BayRock Mortgage
Alpharetta, GA

May 2004 to July 2006

* Proficient with numerous AUS Underwriting Systems 
* Managed and approved critical documentation necessary for applicant file processing and closure 
* Collected, analyzed and reported data for distribution to senior management and clients 
* Analyzed all closed loan purchases, ensuring guidelines were met and all documents were in compliance 
* Helped develop and revise current policies to expedite file processing 
* Worked closely with Post Closing Department to ensure files had sufficient documentation for loan sale 
* Handled numerous customer calls daily regarding loan information

Office Administrator

Duluth, GA

November 2003 to May 2004

* Managed phones, voicemail and scheduling, ensuring all requirements are anticipated and met 
* Responsible for scheduling meetings for all employees; escorts visitors to staff members' offices, along with provide hospitality service arrangements as requested by staff 
* Compose and distribute inter-departmental memorandums (e-mail, documentary and voice) ensuring timely delivery and receipt of important information while at the time maintaining confidentiality 
* Maintained perfect file records, ensuring important documents can be accessed quickly

Mortgage Loan CLoser

Wells Fargo
Carlsbad, CA

April 2002 to June 2003

* Responsible for making contact with borrower, broker, and other specified individuals to arrange the time and date for closing. 
* Audited loan packages prior to shipping, verifying documents were in compliance with guidelines and fees were correct; Reviewed Hud1s, Title Commitments, Deeds & Appraisals checking for errors. 
* Prepared & shipped closing instructions and documents required for closing; Shipped 15-20 loans per day.

Loan Processor

Harborside Financial
San Marcos, CA

June 2001 to April 2002

* Assisted assigned Loan Officers with all tasks related to mortgage loans and follow up with customers to collect all docs necessary to close loan 
* Processed third party verifications of employment, rent, mortgage, deposits; ordered credit supplements for disputes including judgments and bankruptcies 
* Process VA, FHA, and conventional loans; clear conditions; run Fannie Mae findings; Interface w/attorneys and loan officers to ensure all docs were in place prior to scheduling closing date (title, survey, appraisal, sales contract, good faith estimate, wire instructions, closing protection letter); Completed HUD-1; Updated 1003 
* Reviewed and arranged file in proper stacking order prior to submitting to underwriting

Office Administrator

Carlsbad, CA

May 2000 to June 2001

* Provide administrative/secretarial support for various departments/divisions such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries 
* Schedule and coordinate meetings, interviews, appointments, events and other similar activities for supervisors 
* Establish, maintain, and update files, databases, records, and other documents 
* Responsible for making domestic and international travel arrangements for senior-level executives 
* Organize, sort and assign mail distribution for all the employees 
* Handled calls and promptly forwarded them to appropriate persons among 85 employees


Certificate of Completion

American School of Mortgage Banking



Mira Mesa High School


Additional Information

• Proficient in Windows, Word, Excel, Access, Outlook, Quick Books & Oracle. 
• Proficient in Calyx Point, DU, LP & Doc Magic. 
• Typing Certificate 40wpm 
• Know entry level Accounting & Reconciliations  
• Over 15 years customer service experience. 
• 4 years in a Supervisory position over a small staff. 
• 4 years Mortgage Loan Closing and One year Mortgage Loan Processing. 
• 6 years in an Administrative Support position.