Microsoft Windows
Leann Fiore
Phoenix,United States
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Knowledgeable and dedicated professional with extensive experience in training and customer relations. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients, employees, and upper management. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
BROKER/MORTGAGE LOAN OFFICER
Stone Bridge Mortgage
10.2023 - Current
- Meticulously reviewed purchase contracts to ensure contracts were in compliance with mortgage real estate settlement procedure act.
- Compared application and purchase contract to ensure there were no discrepancy's.
- Explained different types of loans pertaining to client situations
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Worked with clients and finance companies to find optimal solutions for financing.
- Visit 10 open houses a week to meet new realtors or sit at an open house and meet new clients.
SR. MORTGAGE BROKER
AFM Lending
06.2023 - 10.2023
- Maximized productivity by implementing time management strategies such as prioritizing tasks, delegating responsibilities, and utilizing technology for automating routine tasks.
- Proved successful working within tight deadlines and fast-paced environment.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with strong work ethic.
- Skilled at working independently and collaboratively in team environment.
- Worked well in team setting, providing support and guidance.
- Navigated complex financial situations with professionalism, guiding clients towards suitable mortgage products that fit their specific needs.
- Made 40 calls to realtors week and 20 to prospective clients, and 20 to past clients.
LOAN CONSULTANT
LoanDepot
01.2020 - 05.2023
- Created strategies to develop and expand existing customer sales, resulting in increased annual sales.
- Optimized CRM tools for efficient tracking of client interactions and loan pipeline management.
- Exceeded sales goals through proactive networking. marketing and lead generation initiatives.
- Increased client retention rates by offering exceptional service and fostering strong relationships.
- Facilitated training for over 30 first time homebuyers classes for buyers and realtors.
- Learned and adapted quickly to new technology and software applications.
MORTGAGE SPECIALIST
Wells Fargo Home Mortgage
09.2011 - 01.2020
- Achieved high customer retention rate through exceptional relationship management and personalized service.
- Developed new business and increased sales 25% through teller training, extensive branch training, developed business partnerships and customer relationships.
- Attracted new mortgage loans through marketing campaigns to attract potential clients, and increasing business growth.
- Enhanced team productivity by mentoring junior mortgage specialists and sharing best practices.
- Led training sessions for colleagues on regulatory changes, maintaining a knowledgeable and compliant workforce.
- Enhanced client trust in organization through transparent communication and consistent delivery on commitments.
- Participated in industry events and conferences to build relationships and gain market intelligence.
- Identified issues, analyzed information and provided solutions to problems.
DISTRICT, COACH
BBVA Compass
01.2007 - 08.2011
- Monitored project progress, identified risks and took corrective action as needed.
- Designed and facilitated training courses which aligned new learning development and solutions to organization's strategic goals, mission and vision.
- Analyzed and evaluated 5 branch performance metrics to identify areas of improvement.
- Utilized positive communication to encourage teams of 10-15 and promote integrity and respect.
- Provided guidance to clients in overcoming challenges and identifying opportunities.
- Collaborated with other coaches to create and execute business plans.
- Responded to emails by end of business day.
COMPLIANCE AND OPERATIONS MANAGER
Pacific Gold Mortgage
08.2003 - 01.2007
- Performed quarterly audits on all branches for human resources issues to ensure branches were in accordance with state banking guidelines
- Supervised operations staff and kept employees compliant with company policies and procedures
- Developed systems and procedures to improve operational quality and team efficiency.
- Onboarded and trained new hires to fulfill business requirements.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated leadership skills in managing projects from concept to completion.
- Worked effectively in fast-paced environments.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Acted as team leader in group projects, delegating tasks and providing feedback. Demonstrated a high level of initiative and creativity while tackling difficult tasks.los
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Opened new branched and closed new branched to ensure compliance measures were met.
SERVICING LEARNING MANAGER
Well Fargo Home Mortgage
12.1998 - 01.2000
- Managed 6 customer service sites throughout USA, which included onboarding and new hire training,
- Prepared course schedules and managed classroom requirements for enrollment up to 20 students at given time.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Selected and assigned instructors to conduct specific training programs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Attended continuing education workshops to enhance skills and apply new training methodologies.
- Cultivated positive learning environment that fostered collaboration, active participation, and open exchange of ideas among employees at all levels of organization.
- Developed customized training plans tailored to individual needs, resulting in improved employee productivity, job satisfaction and retention.
- Directed field training to enhance trainers skills.
Education
MBA - Business Administration And Management
University of Phoenix
Tempe, Az Business Administration And Management
Southern Connecticut State University
New Haven, CTCorporate Trainer Certified -
Management And Strategies Institute
Skills
- Decision Making Skills
- Sales Development
- Negotiation Tactics
- Effective Time Management
- Leadership and Teamwork
- Critical thinking and problem solving
- Compliance requirements
- Coaching and Mentoring
- Prospecting and Networking
- Risk Mitigation
Accomplishments
Received a Certificate of Commendation from the United States Marine Corps, 6th Support Battalion during Operations Iraqi Freedom for being a key volunteer for the Bulk Fuel Company. I was responsible for 300 Marine spouses, keeping them updated and planning family events to keep up moral when our spouses could not be there with us.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
BROKER/MORTGAGE LOAN OFFICER
Stone Bridge Mortgage
10.2023 - Current
SR. MORTGAGE BROKER
AFM Lending
06.2023 - 10.2023
LOAN CONSULTANT
LoanDepot
01.2020 - 05.2023
MORTGAGE SPECIALIST
Wells Fargo Home Mortgage
09.2011 - 01.2020
DISTRICT, COACH
BBVA Compass
01.2007 - 08.2011
COMPLIANCE AND OPERATIONS MANAGER
Pacific Gold Mortgage
08.2003 - 01.2007
SERVICING LEARNING MANAGER
Well Fargo Home Mortgage
12.1998 - 01.2000
MBA - Business Administration And Management
University of Phoenix
Business Administration And Management
Southern Connecticut State University
Corporate Trainer Certified -
Management And Strategies Institute
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