Summary
Overview
Work History
Education
Skills
Timeline
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Katherine Pierce

Killeen

Summary

Experienced Customer Service and Mortgage Loan closer bringing over 13 years of quality performance in professional management roles. Skilled in reviewing, managing, and analyzing mortgage processes, and mentoring team members to deliver exceptional service, and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

9
9
years of professional experience

Work History

Customer Service Supervisor

Amazon Fulfillment Center
06.2022 - Current


  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects
  • Identifying and eliminating barriers to accuracy, productivity, and quality
  • Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution
  • Mentoring and acting as a resource to new employees and expediting their learning curve also devising action plans.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Oversaw financial operations, producing invoices, processing payments and preparing deposits.

Loan Closing Supervisor

Cross Country Mortgage
03.2020 - 05.2022
  • Handled and de-escalated calls, chats, and emails with ease and confidence from residential, business, and loan clients.
  • Created process controls and metrics for call center employees.
  • Managed, closed, and funded multi-state loan pipelines of a minimum of 60 loans per month for loans.
  • Oversaw and processed 5-10 team members pipeline in order to update and review data received from each team member Contacted borrowers to explain process and/or request documentation.
  • Prepared deeds and leases, closing statements and purchase agreements.
  • Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Mortgage Loan Closing Supervisor

DHI Mortgage
01.2015 - 01.2019
  • Managed loan pipeline of 30+ loans per month
  • Produced closing instructions and coordinated with title company to monitor closing and funding.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Closed mortgage loans for all loan types including but not limited to FHA, VA, RD, Conventional, MCC Bonds, TDHCA E-housing, and TSAHC.
  • Conducted monthly 1 on 1 monthly meetings with teammates & reviewed 10 files per month for QC audit.
  • Researched/reviewed files/documents to obtain information and responded and resolved teammate questions.
  • Prepared and ordered legal documentation from attorney in preparation for closing Cured deficiencies made by post-closing, e-housing, management.
  • Reviewed funding packages by calculating fees and arranging for disbursement of loan funds.

Education

High School Diploma -

Northlake College
Orlando, Florida
02.2007

Skills

  • Strong verbal and written
  • Empower
  • Microsoft programs (Word, Excel, PowerPoint, Outlook)
  • Salesforce ticketing system
  • Zendesk
  • Communication skills
  • Salesforce
  • NiceInContact phone system
  • Microsoft Teams
  • Knowledge of KPIs, metrics, and QA (Average handle time, After-call time, Abandonment call rate, One call resolution)
  • Desktop Underwriting (DU) & AUS

Timeline

Customer Service Supervisor

Amazon Fulfillment Center
06.2022 - Current

Loan Closing Supervisor

Cross Country Mortgage
03.2020 - 05.2022

Mortgage Loan Closing Supervisor

DHI Mortgage
01.2015 - 01.2019

High School Diploma -

Northlake College
Katherine Pierce