Cheri Williams
Stockbrigde,GA
Summary
Customer-focused training and operations professional with experience educating clients, guiding users through complex processes, and supporting cross-functional teams in fast-paced environments. Skilled in virtual communication, onboarding support, CRM systems, documentation management, and delivering high-quality customer experiences. Proven ability to simplify technical and financial concepts, build strong relationships, and adapt quickly to new systems and workflows. Proficient in Microsoft Office including PowerPoint, Excel, and Outlook.
Overview
7
7
years of professional experience
Work History
Loan Officer
HomeFi Mortgage
Pensacola, FL - Remote
01.2026 - Current
- Educate borrowers on mortgage processes, documentation requirements, and loan program options through phone, email, and virtual communication.
- Guide clients through onboarding and application workflows while ensuring a positive customer experience.
- Conduct discovery conversations to assess client needs and recommend appropriate solutions based on financial profiles.
- Maintain accurate records and documentation within internal CRM and loan operating systems.
- Collaborate cross-functionally with processors, underwriters, and real estate professionals to support timely loan progression and issue resolution.
- Deliver clear, professional communication to customers while managing multiple active accounts simultaneously.
- Support customers by answering process-related questions and escalating complex issues when necessary.
Loan Officer
Align Financial
Roswell, GA - Remote
03.2024 - 01.2026
- Guide clients through the mortgage process with clarity and transparency ensuring a smooth and supportive experience from application to closing.
- Serve as a trusted advisor by assessing client needs and recommending personalized solutions to achieve their financial and homeownership goals.
- Maintain ongoing client communication and relationship management using CRM tools to track engagement, follow-up, and satisfaction.
- Collaborate with processing, underwriting and real estate partners to resolve issues efficiently and maintain a high client satisfaction rate.
Loan Originator
First Community Mortgage
Atlanta, GA - Remote
10.2023 - 06.2024
- Provided consultative guidance to clients regarding mortgage products, application procedures, and next steps throughout the lending process.
- Managed customer follow-up activities and maintained detailed pipeline tracking using CRM systems.
- Built strong relationships with clients and referral partners through consistent communication and customer support.
- Assisted customers in understanding required documentation and system processes to improve onboarding efficiency.
- Adapted communication styles to meet varying customer experience levels and learning needs.
Operations Manager
Metro Brokers Financial
Atlanta, GA
02.2021 - 06.2023
- Coordinated operational workflows between sales, processing, and leadership teams to improve efficiency and customer experience.
- Assisted with internal process improvement initiatives and workflow standardization.
- Reviewed documentation and reporting for accuracy, compliance, and operational readiness.
- Supported team productivity by maintaining organized systems, tracking pipelines, and communicating status updates across departments.
- Helped onboard and support team members with operational processes and internal systems.
Office Manager
Better Homes and Gardens Real Estate
Atlanta, GA
05.2019 - 02.2021
- Supported agents and clients through transaction processes by providing administrative coordination and customer communication.
- Maintained organized records, schedules, and documentation to support operational efficiency.
- Served as a liaison between clients, agents, lenders, and vendors to ensure smooth communication and workflow coordination.
- Delivered professional customer support while managing multiple priorities in a fast-paced environment.
Education
Associate of Business Administration -
Colorado Tech University
Colorado Springs, COSkills
- Customer Training & Education
- Virtual Communication & Presentation Delivery
- Onboarding Support
- CRM & Database Management
- Microsoft Office (Excel, PowerPoint, Outlook, Word)
- Process Documentation
- Cross-Functional Collaboration
- Customer Support & Relationship Management
- Written & Verbal Communication
- Workflow Coordination
- Problem Solving & Adaptability
- Time Management & Organization
Timeline
Loan Officer
HomeFi Mortgage
01.2026 - Current
Loan Officer
Align Financial
03.2024 - 01.2026
Loan Originator
First Community Mortgage
10.2023 - 06.2024
Operations Manager
Metro Brokers Financial
02.2021 - 06.2023
Office Manager
Better Homes and Gardens Real Estate
05.2019 - 02.2021
Associate of Business Administration -
Colorado Tech University
Licenses
Georgia Real Estate License (Inactive), Mortgage Loan Officer NMLS ID #2479675