Summary
Overview
Work History
Education
Skills
Timeline
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Kiersten Donnelly

Summary

Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Patient Registrar

Whidbey Health Medical Center
06.2024 - Current
  • Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
  • Trained new Patient Registrars on best practices, fostering consistency in work quality across the team members.
  • Collected and processed co-payments and out-of-pocket charges using RevSpring.
  • Used Meditech to schedule and manage patient appointments.
  • Gathered demographic and insurance information to register patients for medical appointments.
  • Verified insurance coverage to confirm patient coverage for necessary medical services.
  • Reduced wait times for patients by expediting the check-in process through proficient multitasking abilities.
  • Quickly and accurately gathered patient information at ambulance check-in
  • Demonstrated ability to maintain a calm and professional demeanor in a fast-paced, high pressure environment

Mortgage Loan Closer

Homepoint Financial
11.2020 - 11.2022
  • Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
  • Prepared paperwork for loan package and arranged final closing meeting.
  • Coordinated with buyers, sellers, title companies, attorneys, escrow agents, surveyors and real estate agents to collect information to complete loan submissions.
  • Reviewed loan files and title documents to enable expeditious closing of loans.
  • Audited loan files and confirmed that all conditions were satisfied and in compliance with lender
  • Released Initial Closing Disclosures to buyers to stay in compliance with TRID
  • Utilized Encompass to assemble and compile documents for loan closings, title abstracts, insurance forms and tax documents.
  • Monitored pipelines by communicating with underwriters and loan processors. Resolved customer loan problems through research and investigation.

Processor Assistant/ Loan Opener /Loan Funder

San Diego Funding
06.2020 - 11.2020
  • Reviewed incoming applications and started loan process for borrowers.
  • Requested VOEs for current and previous jobs for borrowers
  • Met targets consistently by working hard and with strong attention to detail.
  • Worked closely with title companies and escrow companies to create Loan Estimate for borrowers
  • Sent appropriate documentation to escrow and title companies to open escrow
  • Reviewed funding docs for purchases, refinances and requested corrections that was needed to fund loan.

Mortgage Closer I-III

Navy Federal Credit Union
01.2018 - 06.2020
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Reviewed titles, insurance, and flood zone certifications to meet closing standards for each property.
  • Pipeline management experience
  • Ability to make independent judgement calls based on knowledge of federal and state regulatory requirements
  • Strong oral and written communication skills with customer service focus
  • Ability to successfully identify, address and resolve client issues and escalations

Mortgage Support Assistant

Navy Federal Credit Union
11.2017 - 01.2018
  • Scan and email necessary documents to title companies to start loan process
  • Making sure titles are clear to continue loan process
  • Responsible for requesting and uploading documents required to complete loans
  • Continuously classified and filed records to keep systems efficient and all information organized
  • Successfully managed a high volume of daily tasks without sacrificing attention to detail or quality control.
  • Assisted with the preparation of comprehensive loan applications, ensuring accurate information was submitted for approval.

Cashier/Back Up CSM/Custom Framer

Hobby Lobby
01.2012 - 11.2017
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty. Order and dispense supplies
  • Greet visitors or callers and handle their inquiries or direct them to appropriate persons per their needs.
  • Excelled in leadership and communication skills.
  • Proficient at handling change requests for cashiers.
  • Efficient at processing freight.
  • Trained and developed new team members on customer service.
  • Assembled Custom Framer orders for customers
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Assisted clients in selecting appropriate frame styles, matting, and glass options for their artwork or memorabilia.
  • Disassembled frames for repair, refurbishment, or replacement.

Education

High School Diploma -

Booker T Washington High School
Pensacola, FL
06-2012

Skills

  • Verbal and written communication skills
  • Active listening
  • Good telephone etiquette
  • Healthcare software
  • Ability to work independently and in a team environment
  • Money handling
  • Excellent organizing, planning and time management skills
  • Patient confidentiality
  • Appointment scheduling
  • Insurance verification
  • Problem-solving

Timeline

Patient Registrar

Whidbey Health Medical Center
06.2024 - Current

Mortgage Loan Closer

Homepoint Financial
11.2020 - 11.2022

Processor Assistant/ Loan Opener /Loan Funder

San Diego Funding
06.2020 - 11.2020

Mortgage Closer I-III

Navy Federal Credit Union
01.2018 - 06.2020

Mortgage Support Assistant

Navy Federal Credit Union
11.2017 - 01.2018

Cashier/Back Up CSM/Custom Framer

Hobby Lobby
01.2012 - 11.2017

High School Diploma -

Booker T Washington High School

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