Kevin Callanan
Nashua,NH
Summary
To seek and maintain full-time position that offers professional challenges utilizing my advanced interpersonal skills, excellent time management and problem-solving skills. Organized and dependable successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Passionate about assisting people improve their financial health while at the same time, in some cases fulfilling the borrower's dreams.
Overview
13
13
years of professional experience
Work History
Customer Retention Specialist
Comcast
Chelmsford, MA
09.2012 - Current
- Developed product demonstrations and presentations for customers.
- Adhered to appropriate legal scripting when required.
- Developed new strategies for customer retention activities
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Optimized customer support by establishing collaborative service environments through targeted questions about customer usage
- Communicated professionally with colleagues, freelancers and clients.
- Devised workaround solutions for any customer account related issues.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- exceeded customer call guidelines for service levels, handle time and productivity.
- won The Elite award 2018, 2019, 2020 and 2021 for "Phenomenal performance.
- Increased efficiency and team productivity by promoting operational best practices during coaching(s) and team meetings.
- Investigated and resolved customer inquiries and complaints quickly.
- Effective liaison between customers and internal departments.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Recorded actions taken, issues resolved and discussed in the notes section for any future customer interactions with myself or other team members
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided side-jacking training with co-workers to assist them in to meet retention goals .
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Effectively communicated with customers about account changes, pricing changes, as well as new products or services for potential upgrades.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Surpassed retention goals through implementation of effective negotiation and interpersonal skills.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Post Closing Auditor
Morgan Stanley
Boca Raton, FL
2002 - 2004
- Completed post-closing quality control evaluations of mortgage loans that brokers were looking to sell to Morgan Stanley for servicing.
- Reviewed buyer, seller, HUD and other transaction documents for completeness and accuracy.
- Worked with warehouse banks to manage shipment of collateral documents.
- Checked accuracy and completeness of all paperwork.
- Worked with brokers to review and obtain any missing documents from the loan file and assisted the brokers with clarification of mortgage documents as well.
- Oversaw paperwork processing for mostly FHA and Conventional loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of Morgan Stanley purchasing the loan.
- Proactively identified solutions for customers experiencing credit issues.
- Explained very technical financial information to applicants in easy to understand language.
- passion for assisting people with improving their financial health by counseling on issues such as excessive spending and borrowing.
- Used Microsoft Word and other software tools to create documents and other communications.
Skills
- Time Management
- Loan Feasibility Assessment
- Funds Disbursement Application
- Government and Company Lending guidelines and policies
- Mortgage Loan Closing
- Credit History Review
- Customer Accounts Management
- Financial Data Collection
- Financial History Analysis
- Closing Documentation
- Creditworthiness Determination
- Loan Processing Coordination
- Desktop Underwriter
- Customer Relations
- Customer Communication
- Credit Applications
- Loan Terms
- Application Processes
- Critical Thinking
- Social Perceptiveness
- Effective Communication
- Contacting Borrowers
- Consumer Loan Underwriting
- Mortgage Broker Collaboration
- Principal, Interest and Payment Calculation
- Closing Costs Calculation
Timeline
Customer Retention Specialist
Comcast
09.2012 - Current
Post Closing Auditor
Morgan Stanley
2002 - 2004