Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Cooper

Lisa Cooper

Denver,NC

Summary

Administrative professional offering versatile office management skills and proficiency in Microsoft Office programs. Strong verbal and written communication skills with excellent customer service background. Detail oriented, organized and strong problem solver, works well in team environment as well as independently and exceeds expectations. Able to juggle multiple priorities. Advanced knowledge in Real Estate Appraisal Analysis, USPAP, and On-boarding. Committed to implementing best practices and standards to deliver customer satisfaction. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

17
17
years of professional experience
5
5
years of post-secondary education

Work History

Maintenance Coordinator

Penske Truck Leasing
01.2023 - Current
  • Maintain Service Net Planner with PMs campaigns, repairs from drive-ins, call-ins, and 24/7 calls, and off lease/on lease
  • Start R/O’s, schedule pick-ups and vendor outside work
  • Partner with Centralized PM Scheduling Operations and Outside RO Management teams to foster collaboration in support of customer
  • Greet customers at location and provide quality phone service
  • Respond to customer inquiries regarding billing and scheduling
  • Inventory Productivity
  • Full oversight of inventory productivity at branch(es) for timely service support while mitigating risk of inventory loss
  • Maintain optimal inventory levels through ordering parts according to sourcing procedure ensuring suppliers deliver purchases defect-free and on-time through partnering with Centralized Parts Ordering on daily basis
  • Receive and store parts in organized and easily accessible manner
  • Ensure that updates to
  • PartsNet occur timely, complete frequent inventory cycle counts and ensure parts are available when needed
  • Manage the new & used battery inventory and ensure that tires are on hand in the right quantity and specifications in an organized manner
  • Ensure warranty items are shipped and are received on time, as well as follow-up on returns and warranty-grams in partnership with warranty department
  • Process Analytics
  • Perform process analyses and reviews in areas such as Inventory, maintenance profitability, warranty campaigns, cycle counts, RO reviews and other areas
  • Investigate and recommend solutions and/or guidance to issues posing risk to drivers of profitability
  • Use systems such as ServiceNet or AS400 to understand operational dynamics for problem solving and process improvement.
  • Procured pricing information from various vendors to support cost-effective purchasing.

VP-Quality Assurance Manager

Lisa Cooper, Community Bank Real Estate Solutions
07.2015 - 11.2022
  • Responsible for conducting quality control reviews of residential valuations to ensure that all work has been completed in timely and accurate manner, in accordance with company and Client specific guidelines as well as government and industry guidelines
  • Work in conjunction with Client and Appraisers to develop workflow processes while maintaining compliance with USPAP, FNMA, and other regulatory boards
  • Processes include addendums from clients, appraisal disputes, underwriting conditions as well as other escalated issues
  • Review appraisals to ensure that are in compliance with client’s policy and standards, Uniform Standards of Professional Appraisal Practice (USPAP), secondary market guidelines
  • Discuss with appraisers any shortcomings and obtain revised reports
  • Follow up to insure timely receipt of reports
  • Keep clients updated with status and progress of files using excellent customer service
  • Responsible for conducting and facilitating review, rejection and addendum requests of escalated valuation orders to ensure optimum client satisfaction
  • Responsible for ensuring that vendors and clients are performing their duties as required by USPAP and other regulatory authorities
  • Implemented new quality assurance and customer service standards.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
  • Analyze reasonableness of appraisals to confirm reported value is supported
  • Maintain thorough understanding of all compliance and risk related topics outlined by regulatory authorities including Freddie Mac, Fannie Mae, FHA, and USDA
  • Backup as company accounting manager – responsible for paying all vendors, receiving all incoming monies from clients, including processing credit cards, checks, and ACH data
  • Adhere to company policies to maintain confidential client, vendor and borrower information
  • On-board new hires and clients
  • Stay abreast of changes in regulatory requirements to ensure overall compliance
  • Extensive knowledge of UCDP and EAD.
  • Established and tracked quality department goals and objectives.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.

Appraisal Assistant

Real Estate Advisory Services, Inc
01.2013 - 07.2015
  • Assist in workflow and processing of appraisal requests
  • Complete understanding of administrative practices, office procedures, and ability to communicate effectively both written and orally
  • Maintain confidentiality with sensitive banking data between clients and outside vendors
  • Appraisal software knowledge
  • Maintain records, create and manage work logs, payments and expenses
  • Engage outside firms for data and information
  • Developed more effective records management, increased production output of appraisers
  • Streamlined appraisal workflow.
  • Maintained high work volume and tight deadlines.
  • Assessed sales comparisons, production costs and other values to determine accurate property values.
  • Answered customer questions and provided information about findings.
  • Checked previous descriptions, certifications and official documentation against current condition of property.
  • Self-motivated, with strong sense of personal responsibility.
  • Worked well in team setting, providing support and guidance.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Office Manager

Coldwell Banker Lawing Associates
03.2006 - 08.2011
  • Handled multifaceted clerical tasks (e.g., data entry, filing, records management and billing) as assistant to owner
  • Quickly became trusted assistant known for “can-do” attitude, flexibility and high-quality work.

Education

Continuing Education -

Brightpath Education
Hickory
2022

Bachelor of Business Administration (BBA) - Business Administration and Management

Northern Arizona University
Online
2018

Associate of Applied Science - Business Administration And Management

Gaston College
Dallas
2013 - 2015

Associate of Applied Science - Medical Office Administration

Gaston College
Dallas
2013 - 2015

High School Diploma -

East Lincoln Senior High School
Denver
1998

Skills

  • Communicated effectively with multiple agents to plan closings and prepare final closing documents
  • Established strong relationships to gain support and effectively achieve results
  • Entrusted to manage office in supervisor’s absence Provided timely, courteous and knowledgeable
  • Response to information requests; screened and transferred calls; and prepared official correspondence
  • Developed innovative real estate website used by agents to market real estate
  • Customer Service, Microsoft Office, Vendor Relationship Management,
  • Purchasing Oversight, Billing and Accounting Support, Cost and Budget Analysis
  • Template Construction, Training Procedures, Evaluate Performance, Multimedia Presentations
  • Resource Allocation
  • Customer Service Process Improvement
  • Administration and Operations
  • Financial Records, Administrative Support
  • Conflict Resolution Techniques
  • Credit Card Transaction Processing
  • Quality Control Policies

Timeline

Maintenance Coordinator

Penske Truck Leasing
01.2023 - Current

VP-Quality Assurance Manager

Lisa Cooper, Community Bank Real Estate Solutions
07.2015 - 11.2022

Associate of Applied Science - Business Administration And Management

Gaston College
2013 - 2015

Associate of Applied Science - Medical Office Administration

Gaston College
2013 - 2015

Appraisal Assistant

Real Estate Advisory Services, Inc
01.2013 - 07.2015

Office Manager

Coldwell Banker Lawing Associates
03.2006 - 08.2011

Continuing Education -

Brightpath Education

Bachelor of Business Administration (BBA) - Business Administration and Management

Northern Arizona University

High School Diploma -

East Lincoln Senior High School

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