Open To Work
Charlotte Reese
Frisco,TX
Work Preference
Summary
Highly motivated, results focused candidate with several years in the Mortgage, Real Estate, Default, and Banking industry. Providing exceptional service to increase companies profit, retention, and bottom line.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Airbnb Property Manager
Cash Flow Investments LLC
Frisco, TX
04.2025 - 07.2026
- Managed day-to-day operations for short-term rental properties, including
reservations, guest messaging, turnovers, inspections, and maintenance follow. - Coordinated cleaning teams, vendors, and repair professionals to ensure each property is guest-ready, well-stocked, and aligned with owner expectations.
- Addressed guest inquiries, booking requests, check-in questions, and service issues with timely, professional responses to enhance guest experience.
- Monitor listing performance, guest reviews, occupancy trends, and pricing opportunities to support revenue growth and stronger booking conversion.
- Handled tenant complaints swiftly to uphold high levels of customer satisfaction.
Homeownership Specialist
Carrington Mortgage
Plano, TX
11.2023 - 03.2025
- Primary point of contact for clients guiding them through the homeownership process and facilitating a smooth experience.
- Provided exceptional guidance to clients throughout the homeownership journey, fostering trust and enhancing customer satisfaction.
- Facilitated connections between clients and loan officers or real estate agents to streamline homeownership process.
- Complete vetting of interested homebuyers by asking discovery questions such as timeframe for purchase, price range, estimated credit score, amount of down payment, and employment history.
- Conducted soft credit checks through CoreLogic Credco to assess clients' financial readiness for homeownership.
- Completed Quick Application and assigned loan applications to Loan Officer in Encompass to initiate loan processing.
- Partnered with loan officers and real estate agents to create a seamless experience for clients, fostering teamwork and effective communication.
Collections Specialist
Carrington Mortgage
Plano, TX
04.2023 - 11.2023
- Improved borrower repayment rates by securing one-time payments and structured plans through targeted outreach.
- Streamlined payment collection processes, enhancing loan recovery rates and reinforcing client relationships through proactive follow-ups.
- Implemented tailored loan workout recommendations based on financial analysis, producing measurable recovery outcomes.
- Enhanced borrower trust by delivering empathetic counseling that increased engagement and timely responses.
- Provided empathetic support to borrowers, fostering trust and enhancing open communication for better financial outcomes.
- Streamlined follow-up call process, improving account reactivation and enhancing long-term customer relationships.
- Cultivated positive borrower experience through active listening and tailored advice, fostering trust and encouraging ongoing communication.
Customer Service Specialist
Carrington Mortgage
Plano, TX
09.2022 - 04.2023
- Engaged with customers to clarify issues regarding taxes, insurance, misapplied payments, and credit disputes.
- Deliver accurate mortgage information to borrowers in a courteous and professional manner.
- Perform necessary steps to provide call resolution which may include setup and routing of process tasks.
- Document call details, such as nature of call, and customer comments.
Mortgage Contact Officer
Annie Mac Mortgage-Contractor
Plano, TX
02.2022 - 07.2022
- Attended in-class training to learn the fundamentals and regulations to test and obtain MLO license.
- Initial contact and liaison between interested borrower and loan officer to facilitate the loan process.
- Generated qualified leads for loan officers by reaching out to potential mortgage applicants.
- Conducted borrower interviews to gather essential information and recommend suitable loan products.
- Guided borrowers through loan application process, ensuring accurate completion of 1003 loan application.
Wholesale Loan Setup Specialist
Franklin American Mortgage
Irving, TX
07.2018 - 07.2022
- Initiate new loan files by gathering necessary information and inputting into the system.
- Ordered required documents and prepared loan package for underwriting processing, ensuring timely progress.
- Ensured compliance regulations were met throughout setup process, minimizing risk of delays.
- Reviewed documentation and completed system entries to maintain accurate loan records.
- Corresponded with brokers regarding deficient documentation.
Mortgage Collections Representative
Round Point Mortgage
Dallas, TX
05.2016 - 05.2018
- Conducted inbound and outbound calls to collect on past due mortgage accounts.
- Managed mortgage payment arrangements and communicated effectively with borrowers.
- Evaluated borrower hardship situation by gathering financials.
- Assessed debtor financial situations to propose work out option.
- Documented all collection efforts.
Claims Analyst
Wingspan
Frisco, TX
04.2014 - 05.2016
- Audited FHA loans to validate claims compliance with requirements.
- Reviewed documents including credit history, assets, income, and employment history.
- Collected loan histories, property preservation photos, and attorney invoices to facilitate recovery of advances.
- Researched issues and obtained proper supporting documents as requested by investor.
- Identified and addressed missing or incomplete information before submission.
Collections Counselor
REDC Default Solutions
Plano, TX
01.2012 - 04.2014
- Managed a high volume of accounts while maintaining accuracy and compliance with regulatory requirements.
- Developed and executed collection strategies, effectively addressing delinquency rates.
- Negotiated payment arrangements with borrowers to bring accounts current.
- Analyzed borrowers' financials to assess borrowers' ability to repay.
- Built rapport with borrowers facing hardship, fostering trust and facilitating open communication.
- Fostered strong relationships with borrowers, ensuring open communication and understanding during financial hardships.
- Executed targeted outreach initiatives, enhancing account resolution and boosting customer engagement.
Education
University of Louisiana At Lafayette
Lafayette, LASkills
- Customer service and support
- Property management
- Vendor coordination
- Market analysis
- Revenue optimization
- Loan processing
- Mortgage analysis
- Communication skills
- Problem solving
- Regulatory compliance
- Customer retention
- Conflict resolution
- Risk management
- Financial literacy
- Relationship building
Certification
- Real Estate Sales Agent Certificate
- Safe Comprehensive Mortgage Loan Originator Fundamentals
- Mortgage Loan Originator License NMLS#2295426
Timeline
Airbnb Property Manager
Cash Flow Investments LLC
04.2025 - 07.2026
Homeownership Specialist
Carrington Mortgage
11.2023 - 03.2025
Collections Specialist
Carrington Mortgage
04.2023 - 11.2023
Customer Service Specialist
Carrington Mortgage
09.2022 - 04.2023
Mortgage Contact Officer
Annie Mac Mortgage-Contractor
02.2022 - 07.2022
Wholesale Loan Setup Specialist
Franklin American Mortgage
07.2018 - 07.2022
Mortgage Collections Representative
Round Point Mortgage
05.2016 - 05.2018
Claims Analyst
Wingspan
04.2014 - 05.2016
Collections Counselor
REDC Default Solutions
01.2012 - 04.2014
University of Louisiana At Lafayette