Alexis Wilder
Summary
I am a detail-oriented individual who exemplifies professionalism and an ability to manage multiple clients and tasks at any given time. I currently have 7+ years of customer service and onboarding experience. I am an enthusiastic business professional and a highly motivated team player with strong work ethics. My goal is to provide impeccable service as I grow within my career and company.
Overview
7
7
years of professional experience
Work History
SENIOR ANALYST-CUSTOMER SUCCESS
Verizon Wireless
07.2022 - Current
- Manage new and existing business customers throughout onboarding period to ensure their understanding and use of SaaS products.
- Develop and execute customer success plans to allow for seamless implementation.
- Identify opportunities, leading to successful upsells and increased revenue.
- Act as the main point of contact for customers during onboarding period, including tech support and device activation assistance.
- Organize and execute deployments including porting, activations, and troubleshooting.
- Work cross-functionally with departments to address customer inquiries, resulting in an increase in overall customer retention and utilization of Verizon products and tools.
- Perform account transactions related to billing, troubleshooting, etc.
- Since 2022, have achieved and maintained a 100% NPS satisfaction rate.
- Have maintained a 100% audit pass rate on all case work.
LOAN OFFICER ASSISTANT
Fairway Mortgage
08.2021 - 06.2022
- Trained and assisted a team of 8 Loan Officers by gathering pre-qualification documents and generating presentations for prospective clients
- Increased loan application efficiency by streamlining documentation and verification processes
- Maintained and built relationships with new and existing clientele
- Acted as the main resource for clients and loan officers for assistance and training
- Crafted and issued disclosures and re-disclosures for loans in process
- Managed loans in process from contract to close
- Worked cross functionally with other departments to ensure on-time closings and customer satisfaction
- Maintained a pipeline of 30-50+ loans each month
LOAN PROCESSOR
Fremont Bank
02.2021 - 08.2021
- Worked alongside Senior Processors to maintain pipelines of 50+ loans per months
- Contacted clients to discuss loan approvals and required documentation
- Analyzed files for accuracy before submission to final underwriting
- Worked with various parties of transactions to obtain documentation, including credit supplements, evidence of insurance, and payoff demands.
- Reviewed loan files for completeness, identified missing documentation, and generated loan approvals based on underwriting findings.
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines
LOAN PROCESSOR
Silver Oak Funding
09.2018 - 11.2020
- Managed and contacted pipeline of 300+ customer leads on month-to-month basis
- Acted as the main point of contact for all clients regarding questions, account management, loan status, and additional opportunities.
- Analyzed customer documentation and prepared files for submission to Underwriting
- Carried all loan files from contract to close
- Maintained 30-50 closings each month
- Problem-solved files and consistently worked with team to close each file on time
SENIOR LOAN PARTNER
Vision Mortgage
12.2017 - 08.2018
- Worked alongside Senior Loan Officer to maintain 10-15+ closings per month
- Maintained and contacted 30-50+ customer leads each month
- Managed Senior Loan Officer by planning day and keeping calendar/appointments tightly organized
- Completed full loan applications with prospective clients
- Requested and analyzed all client documentation before submission to loan processor and underwriting.
- Reduced client wait times for loan approvals through diligent follow-up with underwriters and prompt submission of required documents
LOAN PARTNER I
Summit Funding
06.2017 - 11.2017
- Maintained and contacted 20+ customer leads each month
- Assisted Senior Loan Officer by scheduling appointments and handling calendar.
- Completed full loan applications with prospective clients
- Requested and analyzed all client documentation
Education
Business & Finance Management
Sierra College
RocklinSkills
Salesforce
Operations Management
Account Management
Program Management
Process Improvements
Business Analysis
Project Management
Business Intelligence (BI)
Business Development
Customer Relationship Management (CRM)
Legal/Compliance
MS Office, Google Workspace
Encompass, Calyx Point, and LoanSphere
Websites
Accomplishments
- Acted as a team leader for Verizon Sales New Hire Program: Provided system training and mentorship to new sales managers.
- Joined the Verizon Customer Success team at its inception, contributing to its success and growth as a Verizon team.
References
- RENEE FORD, Senior Manager-Customer Success, BlueJeans
(916) 801-6565, renee.ford@bluejeans.com
- JEFF BOGACZYK, Realtor, EXP Realty
(530) 913-2062, jb.nc.properties@gmail.com
Timeline
SENIOR ANALYST-CUSTOMER SUCCESS
Verizon Wireless
07.2022 - Current
LOAN OFFICER ASSISTANT
Fairway Mortgage
08.2021 - 06.2022
LOAN PROCESSOR
Fremont Bank
02.2021 - 08.2021
LOAN PROCESSOR
Silver Oak Funding
09.2018 - 11.2020
SENIOR LOAN PARTNER
Vision Mortgage
12.2017 - 08.2018
LOAN PARTNER I
Summit Funding
06.2017 - 11.2017
Business & Finance Management
Sierra College