Janay McFarlane
Detroit,Michigan
Summary
Accomplished and customer-centric professional with 15+ years of experience in translating client needs into effective strategies to achieve business goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
MORTGAGE LOAN OFFICER
CENTRAL MORTGAGE FUNDING
01.2024 - Current
- Successfully closed 90% of loan applications initiated, reducing average loan processing time by 15%.
- Negotiated terms and conditions of loan agreements with borrowers.
- Maintained current knowledge of secondary market trends, government programs and other available financing sources.
- Resolved 95% of client issues within 24 hours, ensuring smooth loan processing and client satisfaction.
- Managed a portfolio of over 15 active clients, with a total loan value exceeding $5M.
CUSTOMER SUCCESS MANAGER
THE FINISHING TOUCH
06.2019 - 04.2023
- Significantly improved client retention rates through strategic foresight, orchestrating transformative change management strategies that deliver remarkable outcomes.
- Applied strong communication skills during 200+ customer calls, providing expert guidance that played a pivotal role in a 25% decrease in platform configuration issues, showcasing a commitment to effective account management.
- Increased revenue by 18% through upselling premium beauty services and cross-selling complementary skincare lines.
- Increased client revenue by 30%, by identifying underutilized products, and recommending solutions tailored to client preferences.
OPTICIAN
Invision Eyecare
01.2014 - 10.2022
- Served as a customer advocate, enhancing relationships and driving customer retention.
Education
Some College (No Degree) -
Maricopa Community Colleges - Mesa Community College
Mesa, AZSkills
- Strategic Planning
- Customer Success Management
- Customer Retention
- Onboarding
- Relationship Building
- Leadership
- Calendar Management
- Negotiations
- Recordkeeping
- Teamwork
- Scheduling
- Project Management
- Empathy
- Cross-functional Collaboration
- Customer Advocacy
- Data Entry
- Time Management
- Business Acumen
- Problem Solving
- Research
- Sales & Revenue Growth
- Multitasking
- Salesforce
Certification
Scrum Master
Timeline
MORTGAGE LOAN OFFICER
CENTRAL MORTGAGE FUNDING
01.2024 - Current
CUSTOMER SUCCESS MANAGER
THE FINISHING TOUCH
06.2019 - 04.2023
OPTICIAN
Invision Eyecare
01.2014 - 10.2022
Some College (No Degree) -
Maricopa Community Colleges - Mesa Community College
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