Mortgage Customer Service Representative resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Newly certified RF Engineer and eager learner seeking opportunities to work with distributed antenna systems, 5G wireless, or any carrier-related projects. Certification includes design, analysis, planning, link-budgets, among other topics.

Other Skills
  • Optimization
  • Calibration
  • Planning
  • Project Coordination
  • Negotiation
  • Customer Service
  • Technical support
  • Stakeholder Relationship Management
  • Document Oversight
  • Waterfall methodology
  • Teradata/SQL Reporting
  • Project Management Professional (PMI) Certification - ETA 2021
  • Radio Frequency Engineering Certification - 2020
  • SOLiD Distributed Antenna Systems Certification - 2014
  • CISCO Entry Level Network Certification (CCENT) - 2011-2014
Work History
Truist Financial Corporation - Mortgage Customer Service Representative
Suffolk, VA, 10/2020 - Current
  • Maintaining Average Handle Time of 685s
  • Consistent resolution rate of 68% or better
  • Scheduling Adherence at 72% or better
  • Primary first point of contact for mortgage customers, often directing callers to appropriate departments, answering general questions or sending requested documentation
Korn/Ferry International - Project Coordinator
Virginia Beach, VA, 09/2019 - Current
  • Assigned to Edward Jones (Branch Development Project Management Office)
  • Supported two projects, internal and external, delivering each to new teams in timely manner
  • Liaised between Branch Development and Service department, facilitating communications and keeping appropriate parties updated on project developments
  • Communicated with Business Owner, Sponsor, & team members to keep project on schedule
  • Gathered requirements for ongoing projects and organized details for management use
  • Gathered and disseminated project materials at key points to all stakeholders, including General Partner and Senior Project Leader
  • Counseled departmental leaders to determine issues and deliver solutions to individualized problems and concerns
Travel + Leisure Co. - Coordinator - Business Operations
Newport, RI, 11/1999 - 04/2019
  • Increased team reporting productivity by 50%
  • Improved In-Building project efficiency and customer satisfaction by 50%
  • Successfully resolved more than 50 high-profile customer issues while maintaining +80% retention rate
  • Assisted Business-to-Business Sales Team with over 200 deployments

Key Projects:

  • Business Solutions Subject Matter Expert 2018-2019
  • Data Solutions Engineer Protégé 2017
  • In-Building Coordinator (Business Project Coordinator) 2013-2017
  • Machine-to-Machine (Internet of Things) Subject Matter Expert 2017
  • Excel Subject Matter Expert 2017
  • Primary Point of Contact for Alltel transition in Kansas and Southwestern Missouri 2011
  • Trainer 2005-2020

Board Member

  • Fellowship of Christian Athletes - St. Charles, MO

Member of:

  • Institute of Electrical and Electronics Engineers (IEEE)
  • Calvary Church - St. Charles, MO
  • United States Bowling Congress

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Resume Overview

School Attended

    Job Titles Held:

    • Mortgage Customer Service Representative
    • Project Coordinator
    • Coordinator - Business Operations


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