ALEXANDER SCHAFFNER

Enthusiastic Mortgage and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

• Managed a team of eight people, overseeing their day-to-day operations and providing them with project leadership
• Continually recognized as a valuable team member-earning various recommendations and winning Employee of the Month
• Conducted research and contributed to the transition to the new operating system for the entire organization beta testing and troubleshooting and ensuring scalability to accommodate the company's growth and evolving needs
• Oversaw the majority of the East Coast pipeline (a multi-million-dollar valuation) for the entire organization
• Helped Structure the Bonus opportunity program for my team along with six other Pod structures.
• Helped develop a Floating Loan Account Manager position-took this role which acted as a temporary liaison for account managers that were either on PTO or sick leave and involved helping other account managers' clients and building trust with them in order to continue doing business on a regular basis which helped resolve conflicts while analyzing information
• Resolved conflicts while analyzing information to ensure smooth and uninterrupted operations occurred
• Since 2018, I've excelled at remote work across multiple time zones demonstrating self-driven, critical thinking, strong self-motivation, maintaining attention to detail, being detail oriented, effective at multitask skills, exceptional time management skills, organizational skills, prioritization skills, problem-solving skills, and handling sensitive information with discretion.
• Acted as a mentor and coach to junior colleagues to provide working solutions to improve their productivity
• Experienced in conducting analysis of technical, operational excellence, and credit administration duties to recommend in order to recommend as well as develop/implement process improvements, including product knowledge development initiatives, aimed at enhancing project effectiveness
• Demonstration of effective verbal communication and written communication skills with an array of people-understanding cultural dynamics and building an adaptable inclusive work environment
• Successful management of the customer service experience-improving delivery, building customer loyalty, and providing individualized customer support to ensure customer satisfaction