AMANDA O'TOOLE
Owensboro,KY
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 17-year background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Office Suite, and Google Workspace. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in next professional role.
Overview
17
17
years of professional experience
Work History
Mortgage Loan Originator
U.S. BANK HOME MORTGAGE
Owensboro, KY
08.2010 - 05.2022
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Handled high-volume mortgage sales operations with expert use of client management software and computer dialing.
- Set up appointments with interested customers according to schedule availability.
- Interviewed applicants to assess loan requirements before suggesting and explaining different types of loan products available.
- Explained very technical financial information to applicants in easy to understand language.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Monitored pipelines to track and log status of loans.
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Trained and mentored new mortgage loan officers and mortgage loan officer assistants on best practices, communication strategies and performance standards.
- Consulted with manager on departmental policies and projects.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of new technology advancements.
- Served as project driver and authoritative source for business line implementing new origination programs and lead management programs through Blend, Volly, and Velocify
- Offered business line partner training services via on-site and online interaction to streamline on-boarding process for newly implemented systems.
- Explained complex, technology-related issues in basic, understandable terms to clients.
Store Manager
PAYLESS SHOE SOURCE
Owensboro, KY
03.2010 - 08.2010
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Increased sales by 40% and reduced shrinkage by 25% through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Approved regular payroll submissions for employees.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Created exciting in-store marketing and merchandising to drive sales and increase average units per transaction
- Managed inventory control, cash control and store opening and closing procedures.
Store Manager
DRESSBARN
Warrenton, MO
03.2005 - 03.2010
- Offered hands-on assistance to customers by assessing needs and maintaining current knowledge of consumer preferences.
- Recruited and interviewed new team members and assistant managers using newspapers, job boards, and social media as well as community outreach programs and partnerships with local high school and college administrators.
- Retained top talent with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Coordinated daily conferences with store associates to communicate sales and customer service goals and results.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
- Boosted team member productivity and overall store sales by 60% in the first year by implementing mentor programs, structured sales contests, consistent goal setting and tracking, and professional accountability.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and sales performance results.
- Approved regular payroll submissions for employees.
- Created exciting in-store marketing and merchandising to drive sales and increase average cost per transaction and units per transaction.
- Submitted reports to senior management to aid in business decision-making and planning.
- Managed inventory control, cash control and store opening and closing procedures.
- Completed routine store inventories quarterly.
Education
Master of Arts - Organizational Leadership
Western Kentucky University
Bowling Green, KY12.2023
Bachelor of Science - Organizational Leadership
Western Kentucky University
Bowling Green, Kentucky05.2023
Associate of Arts - Business Administration And Management
Owensboro Community And Technical College
Owensboro, KY05.2020
Skills
- Patient, Courteous, and Empathetic
- Flexible & Adaptable
- Self-motivated professional
- Team-Oriented and Cooperative
- Establishing and Maintaining Meaningful Customer Relationships
- Appointment Coordination
- Database and Client Management Systems
- Multi-Line Telephone Systems
- Correspondence Writing
- Social Media Updating
- Proficiency in Microsoft Office and G Suite
- Human Resources Department Processes
- Employee Communications
- Applicant Tracking Systems
- Recruitment Participation
- Hiring and On-boarding
- Staff Orientation and Training
- Management Training
- Electronic Records Management
- Confidentiality and Data Protection
- Sales and Up-selling
- Inbound and Outbound Calling
Affiliations
- Junior Achievement 2018- Present: Financial literacy and education for youth in our community
- Bridgepointe Church 2016-2022: Volunteer youth small group leader, Youth ministry advisor (planning & administrative), and volunteer adult small group leader.
- Grace Marriage 2019-2021: Volunteer marriage ministry facilitator.
Timeline
Mortgage Loan Originator
U.S. BANK HOME MORTGAGE
08.2010 - 05.2022
Store Manager
PAYLESS SHOE SOURCE
03.2010 - 08.2010
Store Manager
DRESSBARN
03.2005 - 03.2010
Master of Arts - Organizational Leadership
Western Kentucky University
Bachelor of Science - Organizational Leadership
Western Kentucky University
Associate of Arts - Business Administration And Management
Owensboro Community And Technical College
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