Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AdministrativeAssistant

Marc Croissette

Maple Shade Township,NJ

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

15
15
years of professional experience

Work History

Exception Handling Team Leader

Freedom Mortgage Corporation
Mt. Laurel , NJ
11.2020 - 11.2022
  • Led team of 11 members while providing exceptional customer service.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Updated payoffs, homeowners insurance declaration pages, review taxes and escrow waivers
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
  • Contact customers troubleshoot and resolve loan issues, to get each loan to closing
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout mortgage process.
  • Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
  • Prepared file for final clear-to-close by branch management.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Led team of 11 members while providing exceptional customer service.

Mortgage/ Document Specialist

Freedom Mortgage Corporation
Mt. Laurel , NJ
02.2015 - 11.2022
  • While in the purchasing department my job tasks have been similar to that of Loan Processors, Loan Analyst and Document Reviewer.
  • Provided support for document controls and worked with contract documents.
  • Carefully reviewed all documents and reports for completeness and accuracy.
  • Coordinated document exchange between departments, contractors, suppliers and customers.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.

Collections Specialist

MRS Associates BPO LLC, Cherry Hill
Cherry Hill, NJ
07.2007 - 06.2014
  • Resolving delinquent Chase, Capital One, AT&T and Time Warner accounts.
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Achieved 120% of my collection goals on a consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Used skip tracing and other techniques to locate debtors.

Education

Associates Degree - Criminal Justice

Camden County College
Blackwood, NJ
05.2000

High school diploma -

Holy Cross High School
Delran. NJ
06.1996

Skills

  • Customer Relations
  • Workflow Management
  • Log Updating
  • Document Creation
  • Document Distribution
  • Special Projects
  • Good Listening Skills
  • Issue Identification
  • Eligibility Determinations

Accomplishments

Received the High Flyer award twice within a 2 year timeframe at Freedom Mortgage Corporation

Timeline

Exception Handling Team Leader

Freedom Mortgage Corporation
11.2020 - 11.2022

Mortgage/ Document Specialist

Freedom Mortgage Corporation
02.2015 - 11.2022

Collections Specialist

MRS Associates BPO LLC, Cherry Hill
07.2007 - 06.2014

Associates Degree - Criminal Justice

Camden County College

High school diploma -

Holy Cross High School

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Marc Croissette