Colleen Cerniglia
Placerville,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
Work History
People Experience Manager
The Right Move Group LLC
San Francisco, CA
05.2022 - Current
- Increased customer satisfaction ratings 85% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prevented key account losses by researching discrepancies and correcting problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve positive client survey results.
- Conferred with customers by telephone to provide information about our services to create a successful experience at their destination.
- Updated our internal system with order specifics and customer details, preferences and billing information.
- Mentored junior team members and managed employee relationships.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported team members to drive growth and development.
- Conducted job recruitment, hiring and training staff.
Relocation Destination Service Counselor
The Right Move Group LLC
San Francisco, CA
09.2012 - 05.2022
- Prioritized customer needs to promote high level of service.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Maintained relationships with Relocation Management partners and vendors.
- Asked open-ended questions to best understand client needs and determine best destination offerings.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure their new destination experience.
- Provide information and educate client with housing options, price ranges, community patterns along with local neighborhood information.
- Analyze and create client reporting for the market, neighborhoods, social and personal needs.
- Create reports and billing for corporate clients to meet multiple service agreements.
- Assist international clients in receiving all government documents such as Social Security number, obtaining a Driver's License, opening a bank account and setting up household utilities.
SBA- Loan Processing Specialist
Plumas Bank
Truckee, CA
01.2009 - 09.2012
- Adhered to compliance and privacy policies and procedures to maintain confidentiality and information protection.
- Input numerical or alphabetical data into computer systems using standardized procedures.
- Extracted information from documents to verify correctness.
- Communicated by telephone and email for routine exchange of information.
- Work with borrowers to facilitate the loan process once the loan has been approved with the underwriting staff.
- Coordinate with the Small Business Administration to obtain approval for the borrower.
- Prepare loan documentation to work with Title and Escrow companies to coordinate the closing and funding of the loan for the Borrower.
SBA Secondary Markets Documentation Specialist
Bank of the West
Truckee, CA
01.2006 - 12.2008
- Inspected and proofread documents to check accuracy.
- Maintained documents by managing files following established procedures.
- Promptly responded to requests for information while maintaining security.
- Coordinated with several banking institutions to assist with commercial loans through the Small Business Administration.
- Followed the SBA guidelines to prepare loan documents for borrowers through participating banks.,
- Facilitated loan closings with various title companies and or attorneys within the United States.
Loan Operations Specialist
Bank of the West
Truckee, CA
08.2004 - 01.2006
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Updated client account information and records in company databases.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Assisted customers on the phone.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Stayed abreast of lending regulations, industry trends and market rates.
- Assisted the Loan Operations Manager.
- Participated in customer billing.
- Created procedures and quarterly reported including auditing files for the Sarbanes-Oxley Act of 2002.
Relocation Consultant
GMAC-Global Relocation Services
San Ramon, CA
01.2002 - 06.2004
- Facilitated relocations for employees and their families with several high profile companies.
- Organized the timeliness of home sale.
- Assisted with home search, travel,lodging and relocation of their household goods.
- Reviewed financial data with transferring employees regarding expense tracking and home equities.
- Acted as liaison between real estate professionals and transferring employees.
Relocation Consultant
Cendant Mobility
Walnut Creek, CA
04.2001 - 12.2001
Cendantency surpassing company's customer service standards.
Education
High School Diploma -
San Ramon Valley High School
Danville, CA06.1979
Some College (No Degree) - Business Administration
San Diego State University
San Diego, CASkills
- Financial Analysis
- Recruitment
- Strategic Planning
- Training Development
- Technical skills in MS Suite, Google Workspace, Harland Laser Pro, ITI-banking software, SBA Lending Solutions, and Relocation Online portal
Notary Public for the State of California
- Actively performed duties from 2005-2012.
Timeline
People Experience Manager
The Right Move Group LLC
05.2022 - Current
Relocation Destination Service Counselor
The Right Move Group LLC
09.2012 - 05.2022
SBA- Loan Processing Specialist
Plumas Bank
01.2009 - 09.2012
SBA Secondary Markets Documentation Specialist
Bank of the West
01.2006 - 12.2008
Loan Operations Specialist
Bank of the West
08.2004 - 01.2006
Relocation Consultant
GMAC-Global Relocation Services
01.2002 - 06.2004
Relocation Consultant
Cendant Mobility
04.2001 - 12.2001
High School Diploma -
San Ramon Valley High School
Some College (No Degree) - Business Administration
San Diego State University
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