BRITTANY HENNING
Summary
Customer success manager with 10+ years of experience nurturing customer relations in growing companies through outstanding communications and conflict resolution. Seeking an opportunity to use my expertise to increase customer satisfaction and customer retention with Kitsap Credit Union.
Overview
9
9
years of professional experience
Work History
Mortgage Specialist
Boeing Employee Credit Union
11.2020 - 01.2023
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Remained updated with latest information related to mortgage products and services being offered.
- Created profitable and efficient solutions.
- Reorganized, streamlined and strengthened operations to maximize performance and profitability in highly competitive markets.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Fielded customer complaints and provided solutions.
DRIVERDELIVERY
Uber Eats
05.2020 - 11.2020
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
OPERATIONS SUPERVISOR
Iqor
03.2019 - 09.2019
- Motivated and trained employees to maximize team productivity.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Mortgage Loan Processor
Citigroup
11.2015 - 03.2019
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Communicated with originator and applicant concerning progress of loan file.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Set up and completed loan submission packages.
- Coordinated closing process with attorneys, title companies and government clerks.
- Evaluated approvals against established bank and government lending standards.
- Completed denial and cancellation procedures on applicable files.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Produced and submitted completed loan packages to title and escrow professionals.
- Consulted with outside vendors to identify and resolve loan closing issues.
Assistant Store Manager
Jacksons Food Stores
03.2013 - 11.2015
- Oversaw day to day operation of a gas station & convenient store
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interview, hired, trained employees on duties, company's policies & customer service Answered phone, served customers & resolved customers & employees issues Handled all sales transactions, prepared sales reports daily & bank deposits
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Rotated merchandise and displays to feature new products and promotions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Approved regular payroll submissions for employees.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Education
Associate of Science - Business
Olympic College
Bremerton, WA06.2015
Skills
- Communication skills
- Conflict resolution
- Relationship building
- Resilience
- Critical thinking
- Delegation
- Customer needs analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Mortgage Specialist
Boeing Employee Credit Union
11.2020 - 01.2023
DRIVERDELIVERY
Uber Eats
05.2020 - 11.2020
OPERATIONS SUPERVISOR
Iqor
03.2019 - 09.2019
Mortgage Loan Processor
Citigroup
11.2015 - 03.2019
Assistant Store Manager
Jacksons Food Stores
03.2013 - 11.2015
Associate of Science - Business
Olympic College
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