Jamie Manfouo
Sebring,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
Work History
Travel Agency Manager
Arriva Travel
08.2013 - 08.2021
- Developed strong relationships with vendors for better travel deals and more options for clients.
- Established partnerships with local businesses to create unique travel packages tailored to client preferences.
- Handled customer complaints promptly and professionally, resolving issues to maintain client satisfaction.
- Expanded the agency's client base by targeting niche markets and offering specialized services to meet their unique travel needs.
- Stayed up-to-date on industry trends and developments, ensuring the agency remained competitive in the market.
- Increased customer satisfaction by implementing streamlined booking processes and personalized travel itineraries.
- Negotiated favorable contracts with suppliers, resulting in cost savings for both the agency and its customers.
- Collaborated with other department managers to identify areas of improvement in company operations, resulting in increased efficiency.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Mortgage Loan Officer
Nationstar Mortgage
08.2006 - 02.2007
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Negotiated favorable terms on behalf of clients, ensuring their long-term financial success with their mortgage loans.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Developed and maintained relationships with customers, lenders and other third parties.
- Processed loan applications and monitored progress from start to finish.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
Retail
Home Depot
08.2001 - 08.2005
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
No Degree - Bachelor in Science
Rio Salado Community College
Tempe, AZSkills
- Sales management
- Cross-cultural understanding
- Travel industry expertise
- Staff Training and Development
- Emergency Response
- Strategic Planning
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Team Leadership
- Decision-Making
- Problem Resolution
- Training and Development
- Good Judgment
- Documentation And Reporting
- Negotiation and Conflict Resolution
- Negotiation
Accomplishments
I was able to de-escalate customers who had a problem arise from their vacation booked by themselves or other travel agents. I was on a team where we handled all of the customer escalations and I had to troubleshoot to find resolutions for the customers. I collaborated with supervisors my ideas to turn things around and they implemented alot of my ideas.
Sweepstakes, Movies, Learning new skills
In my free time I love to find sweepstakes online to enter and win. I love going to the movies and I love listening to music to calm me down. I love learning new skills and can easily adapt to the tasks at hand.
Timeline
Travel Agency Manager
Arriva Travel
08.2013 - 08.2021
Mortgage Loan Officer
Nationstar Mortgage
08.2006 - 02.2007
Retail
Home Depot
08.2001 - 08.2005
No Degree - Bachelor in Science
Rio Salado Community College