(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
  • Experienced team coordinator with focus on building/maintaining client relationship
  • Strong client/customer retention
  • Time management
  • Attention to detail
  • Strong problem solving
  • Strong organization & prioritization
  • Willingness to learn
  • Ability to work both independently and collaboratively
  • Extensive foreclosure knowledge-multiple states
  • BKFS-LPS-Client platform
  • LoanSphere-FNMA platform
  • Vendorscape-FHLMC platform
  • CaseAware-Internal attorney
  • Tempo-Client platform
  • Excel, Word & Microsoft Outlook
  • Successful track record with regard to collection of past due accounts.
  • Billing
  • Case management
  • Coaching
  • Customer Service
  • Filing
  • Insurance
  • Invoicing
  • Quality control
  • Sales
  • Staff management
  • Team management
  • Strong communication skills
  • Conflict resolution
  • Ability to embrace efficiency
  • Supervisory expertise
  • Passion for continuous learning
  • Troubleshooting skills
  • Extremely quick learner
Lamar High School Rosenberg, TX, Expected in High School Diploma : - GPA :
Maritz Travel Fenton, MO, Expected in Travel Agent-Mid-America Travel : - GPA :
Work History
Olsson Associates - Team Coordinator
Salt Lake City, UT, 11/2010 - Current
  • Operations fees & Costs
  • Team management
  • Provided Clients with daily updates
  • Coaching/training team members
  • Fees & costs-Covering entire firm
  • Provided fees and costs to client que
  • Billing-Daily Invoicing
  • Resolutions-Adjusted and Denied invoices
  • Fee approval requests-Over the allowable Fees
  • Provided day of sale bids
  • Successful collection of past due invoices
  • Evictions Referrals
  • Direct Source Communicator
  • Daily client and homeowner interaction
  • Reinstatement/Payoff Quotes provided to both client and borrower, Managed multiple client platforms
  • Referral assigned case management-start of referral to end
  • Handled multiple hold, postponements, restarts and resets of sales
  • E-filing of court documents
  • Maintained client/firm relationships
  • Daily attorney contact both internal and external
  • Managed team workload to reach targets for specific tasks
  • Trained, motivated and guided on-boarding members
  • Managed team workload to reach production targets
  • Handled day-to-day office operations and resolved any conflicts
Sunpro - Gerber Life Insurance Liaison
Naperville, IL, 01/2005 - 11/2010
  • Senior Customer Service Agent
  • Coaching & training
  • Inbound call center
  • Escalation calls
  • Quality control
  • Third party vendor
  • Entered orders into computer database system
  • Educated customers about billing, payment processing and support policies and procedures
  • Resolved issues over phone with customers daily
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Investigated and resolved accounting, service and delivery concerns
  • Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
  • Conferred with customers about concerns with products or services to resolve problems and drive sales
  • Surpassed sales goals through implementation of effective marketing strategies
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Compiled customer feedback and recommended service delivery improvements to management
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Effective liaison between customers and internal departments
  • Investigated and resolved customer inquiries and complaints quickly
Mid America Travel - Corporate Travel Agent
City, STATE, 01/2004 - 01/2005
  • Domestic/International booking
  • Customer Service
  • Inbound
  • Rewards travel
  • Reached out to airlines, hotels, rental car companies and other services to proactively resolve issues
  • Set up flights, hotels and ground transportation for individuals and groups
  • Asked open-ended questions to better ascertain client needs and determine best travel offerings
  • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
  • Arranged travel accommodations for groups, couples, executives and special needs clients
  • Implemented automated office systems, optimizing client and data communications as well as records management
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions
  • Increased customer service ratings through personable service
  • Resolved service-related problems and documented actions in system
Developmental Service Of Franklin County - Lead Support Staff
City, STATE, 11/1998 - 02/2003
  • Assisted with daily living tasks with the goal of self sufficiency
  • Managed multiple bank accounts-client specific
  • Provided daily transportation for clients
  • Charted on each patient daily
  • Ensured that clients and families were treated with respect and dignity
  • Took and monitored vital signs, administered medications and managed patient behavior
  • Developed and executed targeted relationship and account development strategy
  • Conducted office management and emergency preparedness orientation to provide special skills and test specific emergency plan components
  • Developed team communications and information for meetings
  • Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record
  • Developed and executed plans to monitor standard process adherence
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Conducted training and change management processes to improve operations

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School Attended

  • Lamar High School
  • Maritz Travel

Job Titles Held:

  • Team Coordinator
  • Gerber Life Insurance Liaison
  • Corporate Travel Agent
  • Lead Support Staff


  • High School Diploma
  • Travel Agent-Mid-America Travel

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