Jeremy Smallwood
Detroit,MI
Summary
Results-driven Sales Professional with over 10 years in customer service and sales, including 5 years in mortgage and underwriting. Proven ability to analyze reports and resolve client issues, enhancing company reputation through effective communication. Skilled in PowerPoint, MS Word, and MS Excel.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Account Expert Team Lead
T-Mobile
Birmingham, MI
09.2024 - Current
- Guided customers in setting up new devices and transferring data to enhance user experience.
- Assisted customers in setting up new devices and transferring data from old to new devices.
- Provided guidance on how best to secure personal information stored on a user's device through security measures such as password protection.
- Conducted quality assurance tests to ensure performance standards of newly released mobile products.
- Addressed and resolved customer complaints regarding mobile device experiences to improve satisfaction.
- Led training sessions for new mobile technology, enhancing team competency and customer service quality.
- Developed strategies to optimize sales processes, resulting in improved customer engagement and satisfaction.
- Mentored junior staff on product knowledge, fostering a collaborative learning environment and skill development.
- Analyzed market trends to inform promotional strategies, driving competitive advantage in service offerings.
- Conducted performance evaluations of team members, providing constructive feedback to enhance productivity and morale.
District Leader
Forge Industrial Staffing
Livonia, MI
08.2022 - 08.2024
- Led cross-functional teams to enhance operational efficiency and improve service delivery standards.
- Mentored district managers in performance management and staff development initiatives.
- Developed and implemented strategic staffing plans to optimize workforce alignment with client needs.
- Analyzed market trends to identify growth opportunities and adjust recruitment strategies accordingly.
- Streamlined onboarding processes, improving new hire integration and retention rates across multiple locations.
Digital Marketing Specialist
Concentrix/ Linkedin
Farmington Hills, Michigan
05.2024 - 08.2024
- Coordinated with external vendors to execute digital marketing programs, enhancing brand visibility.
- Developed strategies for paid search campaigns across multiple channels including Google AdWords.
- Created content for websites, blogs, social media platforms, and online advertising.
- Researched emerging industry trends to identify growth opportunities and inform strategic decisions.
- Developed strategies for paid search campaigns across multiple channels including Google Ads.
Account Executive
Yelp
Chicago, IL
01.2024 - 05.2024
- Developed customized pricing strategies to align with client requirements and enhance value perception.
- Cultivated relationships with key decision makers through regular follow-ups, fostering trust and long-term collaboration.
- Cultivated relationships with key decision makers through regular client follow-up calls.
- Managed client accounts proactively to ensure consistent satisfaction and alignment with client expectations.
ERC Account Manager
SmartBiz Loans
01.2023 - 10.2023
- Evaluated eligibility of existing and former SmartBiz Loans customers for ERC Tax Credit
- Facilitated business owner experience by guiding them through questions to assess eligibility for tax breaks
- Coached clients on appropriate next steps for qualification processes
- Acted as primary point of contact for clients and coordinator of all meetings for business owners and Tax Representatives within the region
Condo and New Construction Underwriter
Rocket Mortgage
Detroit, MI
05.2017 - 05.2022
- Examined loan documentation for accuracy and completeness, collaborating with loan originators and production staff to secure required documents
- Examined loan applications for compliance with Fannie Mae, Freddie Mac, Federal Housing Authority (HUD), Schwab and VA guidelines
- Evaluated the financial strength of borrowers to determine risk and repayment capacity for top-quality submission to agencies and portfolio products
- Evaluated borrowers' financial strength to determine risk and repayment capacity for high-quality submissions to agencies and portfolio products
- Followed up with brokers, loan processors, account managers, loan originators, account executives, and management throughout all phases of the underwriting process
- Made approval and denial recommendations by determining accurate risk levels.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
Account Specialist
Rock Connections, LLC
Detroit, MI
12.2016 - 12.2020
- Aligned client deliverables with company protocols and service standards to enhance client satisfaction
- Provided recommendations to clients in terms of bolstering quality and minimizing costs
- Generated leads through cold calling and appointment setting
- Exhibited high proficiency in the area of proprietary software and technology
- Ensured store was visually appealing and organized for customers - keep products customer ready
- Redesigned store layout and displays for seasonal transitions for a new season
- Guided customers in selecting products tailored to their personal needs, improving their shopping experience
- Created visually appealing displays throughout the store to attract customers and enhance product visibility
Education
Bachelor of Applied Science - Management Business Administration
Eastern Michigan University
Ypsilanti, MI05.2017
Associate of Science - Business Administration
Schoolcraft College
Livonia, MI05.2009
Skills
- Customer Relationship Management (CRM
- Data Analysis
- Client Relations
- Customer Service
- Social Media Marketing
- Campaign Planning
- Customer Segmentation
- Customer service and underwriting
- Relationship Building
- Market Research and Analysis
- Strategic Planning
- Salesforce CRM
- Project Management
- Report Generation
- Auditing techniques
- Data Entry
- Microsoft Office
- Digital Media
- Supervision & Training
- Reliability
- Payroll processing
- Accounting software proficiency
- Bank reconciliation
- Compliance Monitoring
- Financial Analysis
- Budget Management
- Financial Reporting
- Accounts receivable management
Certification
- LinkedIn Content and Creative Design
- LinkedIn Marketing Strategy
- LinkedIn Marketing Fundamentals
Timeline
Account Expert Team Lead
T-Mobile
09.2024 - Current
Digital Marketing Specialist
Concentrix/ Linkedin
05.2024 - 08.2024
Account Executive
Yelp
01.2024 - 05.2024
ERC Account Manager
SmartBiz Loans
01.2023 - 10.2023
District Leader
Forge Industrial Staffing
08.2022 - 08.2024
Condo and New Construction Underwriter
Rocket Mortgage
05.2017 - 05.2022
Account Specialist
Rock Connections, LLC
12.2016 - 12.2020
Bachelor of Applied Science - Management Business Administration
Eastern Michigan University
Associate of Science - Business Administration
Schoolcraft College