Carrie Douglas
Davenport,FL
Summary
Talented Reverse Mortgage Loan Officer with proven track record of providing financial services to clients while managing complex loan transactions. Possesses deep understanding of credit analysis, loan origination and closing. Offers great time management and task prioritization skills.
Overview
11
11
years of professional experience
Work History
Customer Service Director
Mutual Of Omaha Mortgage
03.2021 - Current
- Prepared call center performance reports by collecting, analyzing and summarizing data and trends
- Developed and implemented procedures pertinent to successful and efficient operation of sales and customer service department
- Delegated work to staff, setting priorities and goals
- Set and managed performance benchmarks for call center employees
- Developed and supervised marketing campaigns and events to maximize income and achieve audience targets
- Evaluated and reported on campaign performance to relevant stakeholders and leadership across organization
- Built and established strong partnerships with teams, vendors and contractors
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
Mortgage Loan Officer
American Advisors Group
03.2019 - 04.2020
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Streamlined the loan application process for improved customer satisfaction and a higher volume of closed loans.
- Assessed borrowers'' financial situations to determine appropriate mortgage products and loan structure.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
Customer Service Manager
American Advisors Group
03.2013 - 04.2019
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Identified areas of improvement in existing training methods and procedures
- Developed and maintained job postings, recruitment strategies, and applicant tracking systems
- Conducted data analysis and created reports to track progress against goals
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Education
Associate of Arts -
California Southern University
Irvine, CA06.2014
Skills
- Workflow Optimization
- Microsoft Office
- Staff Development and Training
- Coaching and Mentoring
- Complex Problem Solving
- Recruitment and Hiring
- Staff Scheduling
- Project Management
- Performance Monitoring
- Cost Analysis
- Root Cause Analysis
- Vendor Sourcing
- Schedule Coordination
- Quality Assurance
- Marketing
- Sales Support
- Operations Management
Websites
References
References available upon request.
Timeline
Customer Service Director
Mutual Of Omaha Mortgage
03.2021 - Current
Mortgage Loan Officer
American Advisors Group
03.2019 - 04.2020
Customer Service Manager
American Advisors Group
03.2013 - 04.2019
Associate of Arts -
California Southern University
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