Jasmine Lyons
Detroit,MI
Summary
Experienced, professional, reliable, and compassionate individual seeking employment in a client success/leadership role. Using over 6 years of experience in customer service and leadership, closings and disbursements for government and conventional loans. Proficient in gathering documentation, reviewing documents for accuracy and interfacing with external and internal clients. Responsive and friendly professional. Excellent multitasking, time management and organizational skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Hotline Closing Specialist
Quicken Loans
Detroit, MI
08.2020 - Current
- Own 20-50 loan from final sign-off stage to sending documents to closing agents per month.
- Main point of contact for banks, clients, closing agents, realtors and internal team members during closing process
- Foreshadow HUD approval process
- Go over final figures with client
- Confirm settlement location, package delivery and mailing addresses
- Answer questions from clients, closing agents/notaries at closing table and post-closing up to disbursement of loans.
- Communicated with internal and external clients via Chat and Email to help resolve client experience issues at end of closing process.
- Interpreted borrower's assets and income to satisfy loan conditions and requirements.
- Managed final steps of closing process to mitigate risk and errors, achieving successful, timely and efficient closings.
- Handled 20-50 calls per day to address customer inquiries and concerns
Operations Manager
DeeLashee Artistry
Detroit, MI
12.2019 - Current
- Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
- Anticipated and prepared required materials for meetings.
- Increased revenue by 20%.
- Used measurements, analysis and process alternatives to arrive at best practices.
- Streamlined workflow.
- Reduced errors in accounting and financial reporting by modifying current processes.
- Partnered with vendors and suppliers to effectively manage and budget.
- Interacted well with customers to build connections and nurture relationships.
- Drafted invoices for completed work.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Front End Collector
Credit Acceptance Corporation
Southfield, MI
01.2018 - 08.2020
- Communicate with consumers regarding auto loan payments
- Effectively created sense of urgency with consumers to bring and keep their accounts current
- Execute consumer requests, including processing one-time and recurring phone payments
- Act as escalation liaison between different departments including but not limited to dealer services, legal, insurance, repossession, redemption, customer service, etc.
- Sought out and implemented on-going feedback on collection techniques to improve personal performance
- Exceeded department goals monthly while supporting leadership and peers with their daily tasks and questions
- Mentored and help develop under-performing team members to improve their ranking and obtain their individual goals as apart of companies “I want to be a senior program”
- Promoted team engagement by maintaining positive and willing attitude
- Ensure information on file is accurately updated and maintained
- Maintain compliance with policies, processes, and legal guidelines.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Handled 30-50 calls per day to address customer inquiries and concerns
Account Executive
Infinity Delivers
Farmington Hills, MI
09.2017 - 05.2018
- Developed strategies after understanding business goals and needs
- Improved overall performance for advertisers by utilizing
- Google AdWords
- Built and managed, personal pipeline of customers through provided, qualified leads
- Utilized consultative selling approach
- Exceeded sales objectives while meeting quality and productivity targets
- Navigated company software system and provided client software consultations
- Prospected, called and sold on behalf of clients
- Obtained strong product knowledge to deliver effective sales pitches
- Adhered to regulations regarding confidentiality of student data and information.
- Strengthened customer relationships with proactive and collaborative approach to managing needs
Account Specialist
Quicken Loans, FOC Roc Connections
Detroit, MI
10.2016 - 09.2017
- Performed excellent customer service, interpersonal, written, and verbal communication skills
- Executed heavy volume of inbound and outbound phone duties, including contacting and
- Transferring clients to appropriate parties
- Utilized internal proprietary software and technology of Rock Connections
- Engaged in regular training on products and clients of Rock Connections
- Filtered leads on behalf of Rock Connections clients
- Prospected for new customers in target areas or demographics to bring in new business
Kitchen Manager
Chipotle
Madison Heights, MI
09.2014 - 07.2016
- Trained and developed Crew members
- Developed strong team dynamic between back and front of house Crew during all shifts
- Maintained and operated kitchen during all shifts
- Oversaw food quality, cooking and prepping food to order and following kitchen procedures
- Monitored food waste and inventory levels and resolved food quality issues
- Ensured kitchen and Crew members met necessary guidelines to prevent injuries and accidents
- Adhered to all OSHA policies and procedures.
- Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 98% accuracy
- Increased kitchen efficiency 10% by streamlining processes, reducing waste and mentoring team members on proper procedures
- Enhanced business productivity by training 5 team members and best practices and protocols
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
- Wiped down counters using sanitizing spray to prevent cross-contamination among food items.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
Education
High School Diploma -
John J. Pershing High School
Detroit, MI06.2007
Some College (No Degree) - English Literature
Wayne State University
Detroit, MISkills
- Personal Data Collection and Entry
- Desktop Underwriter
- Digital Applications
- Microsoft Office
- Salesforce
- Information Verification
- Problem Solving
- Verbal and Written Communication
- Customer Communication
- Time Management
- Customer Service
- Funds Disbursement Application
- Google Suite
- Resolving Problems and Incidents
- Front-End Skills: HTML, CSS
Certification
- Google Technical Support Fundamentals Training - [6 weeks ]
Timeline
Hotline Closing Specialist
Quicken Loans
08.2020 - Current
Operations Manager
DeeLashee Artistry
12.2019 - Current
Front End Collector
Credit Acceptance Corporation
01.2018 - 08.2020
Account Executive
Infinity Delivers
09.2017 - 05.2018
Account Specialist
Quicken Loans, FOC Roc Connections
10.2016 - 09.2017
Kitchen Manager
Chipotle
09.2014 - 07.2016
High School Diploma -
John J. Pershing High School
Some College (No Degree) - English Literature
Wayne State University