Joanne Craig
Peabody,MA
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Strong collaborative skills leading to optimum outcomes. Self-directed and motivated. Strong work ethic and positive attitude. Proactively approaches challenges, able to apply strong problem-solving skills and resourcefulness to achieve positive results. Team player with proven ability to work cooperatively and independently. Excellent analytical skills with the ability to perform in a fast-paced environment. Strong planning and communication skills. Consistently demonstrates responsiveness, strong customer focus, and the ability to build good customer relationships.
Overview
23
23
years of professional experience
Work History
Account Manager
Paramount Residential Mortgage Group Remote
01.2020 - Current
- Making sure client and customer needs are being met and understood by each department
- Handling any client complaints, working to find solutions to any client issues and managing other departments to ensure clients are experiencing positive client-company relationship
- Maintain up-to-date knowledge of Compliance in all aspects of loan process
- Manage pipeline of 50+ loans from registration through closing
- TOP 10 Account Manager Company Wide every month
- Assist Sales Team to increase loan submission and funding
- Performed internal audits to monitor compliance
- Maintained full knowledge of Lending guidelines and products
- Constant communication with persons through telephone and email.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Maintained current knowledge of evolving changes in marketplace.
Bartender/Server, •Experienced
Champions Pub
01.2018 - Current
- Bartender with strong knowledge of all drinks and food items
- Managed 35 + person bar and tables
- Carefully followed safety and sanitation policies handling food and beverages
- Managing inventory and cleaning bar supplies
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Worked closely with clients and decision-makers to perform wide range of assurance procedures.
Account Manager
E Mortgage Management
01.2016 - 01.2018
- Maintain up-to-date knowledge of Compliance in all aspects of loan process
- Build and maintain relationships with Mortgage Brokers through Excellent Customer Service and Product/System Knowledge
- Manage pipeline of 50+ loans from registration through closing
- Resolve any Broker/Customer issues or concerns
- Manage file flow through all processes to ensure efficiency, quality and service
- Assist Sales Team to increase loan submission and funding.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
Master Bartender
TGI Fridays
01.2001 - 01.2018
- Experienced Master Bartender with strong organization skills and large library of drink recipes
- Uphold strict cash handling procedures
- Carefully followed safety and sanitation policies handling food and beverages
- Restocking products and organizational skill
- Build strong relationships with guests and suppliers
- Maintained full knowledge of beverage lists and promotions
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Customer Service Representative III
Plaza Home Mortgage Inc
01.2007 - 01.2016
- Maintain up-to-date knowledge of Compliance in all aspects of the loan process
- Build and maintain relationships with Mortgage Brokers through Excellent Customer Service and Product/System Knowledge
- Develop, implement and train on new processes and compliance changes
- Manage a pipeline of 175+ loans
- Resolve any Broker/Customer issues or concerns
- Manage file flow through all processes to ensure efficiency and service
- Assist the Sales Team to increase loan submission and funding
- Performed internal audits to monitor compliance
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Bus Driver
Salter Transportation
01.2011 - 01.2014
- Provided transport for school-aged children k-12
- Pick up and drop off children at designated bus stops safely
- Perform pre-trip and pos-trip inspections of assigned vehicle
- Reported delays accidents or other traffic and transportation situations to bases or other vehicles using two-way radios
- Responsible for the safety of 40+ school aged children while driving a school bus.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Conducted pre-trip inspections of bus for safe operation.
- Transported passengers safely along prescribed routes according to tight schedules.
- Maintained MA driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Complied with traffic regulations to operate vehicles in safe and courteous manner.
- Operated large vehicles in difficult urban and rural conditions.
Closer
Countrywide Home Loans
01.2006 - 01.2007
- Managed and closed all assigned loan, enabling fast closings that were free from errors and issues
- Facilitated closing and disbursement for conventional, FHA, and VA loans
- Ensured optimal levels of customer support
- Coordinated with attorneys, mortgage brokers and paralegals to ensure a smooth closing
- Gathering closing figures, input closing information and generated loan documents
- Previously employed at Countrywide as part of the registration team, closing
Education
Associate of Science - Nursing
North Shore Community College
Danvers, MA06.2005
Some College (No Degree) - Communications
University of Massachusetts Amherst
Amherst, MAHigh School Diploma obtained -
Peabody High School
Peabody, MA1999
Skills
- Proficient in Encompass, Mavent Compliance, Microsoft Word 365, PULSE, Datatrac, Docutech, Compliance Ease and Excel, AUS systems: DU, LP and POS
- Client Relations
- Overcoming Objections
- Customer Relationship Management
- Sales
- Excellent Communication Skills
- Account Management
- Account Verification
- Reporting
- Time Management
- Territory Sales Experience
- Managing Multiple Tasks
Timeline
Account Manager
Paramount Residential Mortgage Group Remote
01.2020 - Current
Bartender/Server, •Experienced
Champions Pub
01.2018 - Current
Account Manager
E Mortgage Management
01.2016 - 01.2018
Bus Driver
Salter Transportation
01.2011 - 01.2014
Customer Service Representative III
Plaza Home Mortgage Inc
01.2007 - 01.2016
Closer
Countrywide Home Loans
01.2006 - 01.2007
Master Bartender
TGI Fridays
01.2001 - 01.2018
Associate of Science - Nursing
North Shore Community College
Some College (No Degree) - Communications
University of Massachusetts Amherst
High School Diploma obtained -
Peabody High School
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