Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hava Smajlovic

Des Moines,IA

Summary

Office Management and Administration Professional experienced in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Office Manager

Iowa IV
05.2023 - Current
  • Researched and demonstrated new software to transfer all team communications, knowledge base, schedule, and personal documents to one system
  • Create SOPs to implement new processes
  • Oversee the onboarding of new hires and assist with training
  • Serve as an HR liaison to maintain physical and electronic employee files and maintain compliance
  • Generate reports to track membership activity
  • Oversee office inventory activities by placing orders and restocking supplies, vitamins, and medication to maintain adequate stock levels
  • Develop and maintain successful relationships with vendors, suppliers and pharmacies
  • Manage office operations while providing positive customer services by addressing problems and implementing actions
  • Ensure all staff is adhering to safety and health protocols to remain compliant
  • Collaborate with other clinic managers to manage projects, evaluate employee performance, and maintain consistency through all clinics

Administrative Assistant

Iowa IV
08.2022 - 05.2023
  • Answered phone system, routing calls, delivering messages to staff and greeting visitors
  • Managed all email correspondence from vendors and customers to ensure prompt response
  • Executed record filing system to improve document organization and management
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
  • Created and maintained databases to track and record customer data
  • Processed membership invoices and followed up on past due payments
  • Processed itemized receipts for FSA approval
  • Assisted provider with customer care by preparing supply cart and vitamins/medication packages
  • Provided top-knotch customer service while checking customers in and out for their IV service
  • Educated customers on their IV services and answered questions to provide positive experience

Work Director

Wells Fargo Home Mortgage
08.2020 - 08.2022
  • Performed completion and distribution of reports to aid teams in maintaining position at top of SLA
  • Conducted one-on-ones with processors daily to assist with loan reviews, provide coaching for maintaining adherence to procedures, and delivering top-notch customer service
  • Collaborated with multiple teams, including management, closers, underwriters, and vendor support teams to escalate issues and timely meet closing dates
  • Delivered daily reports, managed team huddles, and assist with escalations, in absence of managers
  • Contributed to 3-month procedure re-vamp project and partnered with various SMEs, procedure writers, and compliance teams to re-write all processing and underwriting procedures
  • Trained four new hire online classes by enhancing knowledge on various topics during mass hire in 2020-2021

Home Loan Processor

Wells Fargo Home Mortgage
03.2019 - 08.2020
  • Collaborated with loan officers, underwriters, realtors, and title and insurance companies to provide timely, accurate service for clients throughout entire mortgage process
  • Managed pipeline of up to 60 customers for new home purchase and refinance applications, including customers with self-employment income, co-op projects, condo reviews, and trust vesting
  • Set up and completed loan submission packages for underwriter review and handled any conditions sent from underwriting prior to approval
  • Performed frequent follow ups with customers at least 1-2 times per week to provide updates on application reviews and inform customer on status of closing date

Home Preservation Specialist

Wells Fargo Home Mortgage
11.2017 - 03.2019
  • Responsible for managing customer pipeline of 90+ by answering inbound calls and making outbound calls through various lead sources
  • Provided effective consultation to customers through step-by-step process for completion of loan modification and other payment plans
  • Educated customers on overall services for loan to ensure customer’s success in attaining offerings within Wells Fargo’s programs
  • Analyzed reporting and procedures to assist team members in achieving productivity and high-quality monitoring scores

Home Mortgage Consultant

Wells Fargo Home Mortgage
05.2017 - 11.2017
  • Collaborated with and facilitated communications between borrowers, realtors, processors, and underwriters to obtain ideal loans for home purchases and refinances
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates
  • Analyzed loan applications and credit reports to determine loan eligibility and risk level
  • Take loan applications and order appraisals and title work, while tracking documentation status through multiple systems

Inbound Sales Specialist 1&2

Wells Fargo Home Mortgage
05.2015 - 05.2017
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Worked with multiple means of communication within fast-paced environment
  • Educated customers on purchase and refinance options and when applicable, transferred to sales consultant to start application
  • Developed and lead classroom training and mentoring for new team members joining Chat Team, while welcoming new hires to Contact Center in Des Moines and Tempe, AZ sites
  • Monitored call volume and quality scores to provide coaching as per requirements

Education

Completed 53 Credits - Business Administration And Management

Des Moines Area Community College
Ankeny, IA

Skills

  • Attention to Detail
  • Data Entry
  • Staff Management
  • Compliance Monitoring
  • Policy Development and Implementation
  • Inventory Control
  • Administrative Support
  • Customer Service
  • Clear Oral/Written Communication
  • Scheduling and Calendar Management
  • Training and Coaching
  • Workflow Optimization

Certification

University of Minnesota - Preparing to Manage Human Resources Certificate through Coursera Received Oct. 2023


University of Minnesota - Recruiting, Hiring, and Onboarding Employees Certificate through Coursera Received Nov. 2023

Timeline

Office Manager

Iowa IV
05.2023 - Current

Administrative Assistant

Iowa IV
08.2022 - 05.2023

Work Director

Wells Fargo Home Mortgage
08.2020 - 08.2022

Home Loan Processor

Wells Fargo Home Mortgage
03.2019 - 08.2020

Home Preservation Specialist

Wells Fargo Home Mortgage
11.2017 - 03.2019

Home Mortgage Consultant

Wells Fargo Home Mortgage
05.2017 - 11.2017

Inbound Sales Specialist 1&2

Wells Fargo Home Mortgage
05.2015 - 05.2017

Completed 53 Credits - Business Administration And Management

Des Moines Area Community College

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Hava Smajlovic