Mary Munzert
Williamsville,NY
Summary
Experienced leader in customer service management with a proven track record of implementing effective programs and procedures to reduce error rates, improve service offerings, and achieve company objectives. Proficient in handling diverse customer inquiries through various channels, such as phone, email, and live chat. Skilled in utilizing multiple CRM systems and remote working tools to deliver prompt and efficient service. Highly regarded for exceptional communication abilities and a history of successfully resolving issues, leading to consistently high levels of customer satisfaction.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Lead Disaster Recovery Specialist
US Small Business Administration, Office of Disaster Assistance
Buffalo, United States
04.2020 - Current
- Supervised team of up to 30+ agents in a remote call center environment
- Played an instrumental role in developing and executing a comprehensive training initiative for newly hired staff in response to the Covid-19 crisis
- Performed one on one virtual training for individuals via telephone conversations and Microsoft Teams
- Conducted group trainings for new agents
- Delivered targeted one-on-one training tailored to individual learning needs.
- Instructed agents on best practices through telephone discussions and demonstrations utilizing Microsoft Teams 'screen share'
- Assisted in recruiting multiple agents for 'Team Lead' roles as a result of exceptional performance
- Coached employees to ensure all productivity and quality standards were met efficiently and appropriately
- Returned escalated calls/call back requests from upset or emotional customers and provided timely resolution
- Handled escalated email inquiries and formulated suitable responses for their resolution.
- Oversaw the agency's workforce in alignment with organizational objectives and staffing requirements, managing the Center's incoming call queue and adjusting skill sets as needed.
- Assigned daily emails via Microsoft Dynamics and moved mail to appropriate queues (reactivated cases, reviewed files and answered email questions via team chat)
- Conducted technical training for all SBA systems necessary for daily operations and assisted with daily technical issue resolution.
- Reviewed and submitted all annual, sick and overtime leave requests for Team
- Maintained accurate and up-to-date attendance records
- Conveyed the agency's mission and management objectives to the team.
- Established performance guidelines and expectations in alignment with Agency's standards.
- Monitored agent performance via daily call evaluations.
- Offered constructive feedback based on performance reviews to enhance communication skills in call and email interactions.
- Developed work improvement plans based on assessments
- Provided feedback to second-level supervisors regarding performance reviews and addressed disciplinary problems in collaboration with Human Resources as needed
- Detailed, written performance evaluations were completed for both management and the team on a monthly, quarterly, and annual basis
- Developed training materials for agents and Senior Lead to enhance effectiveness of new hire team lead training
- Advised and resolved personnel issues related to attendance, adherence, and performance.
- Compiled all essential information for each agent's file and provided recommendations and coaching for enhancement.
- Conducted weekly team meetings using Microsoft Teams.
- Monitored call center compliance via CMS system/Genesys System daily
- Responded to and documented all files received via the customer service center fax.
- Sent daily emails to team containing essential updates on the SBA Disaster Loan Program.
Disaster Recovery Specialist
US Small Business Administration, Office of Disaster Assistance (ODA)
Buffalo, United States
10.2017 - 04.2020
- Guided Disaster Survivors through the process of completing loan applications for both home and business loans, offering information regarding the Disaster Loan Program
- Successfully handled a high volume of 40+ calls per day in a fast-paced call center, while efficiently navigating and utilizing various computer programs to ensure accurate input of client data
- Provided support to borrowers during loan closing, aiding in the completion of necessary documents and ensuring timely return of closing packages
- Used knowledge of DCMS (Disaster Credit Management System) to input survivor information and upload documents which aided in completing applications
- Successfully resolved closing issues and disbursement delays through effective communication and follow-up with loan officers and case managers
- Reviewed and discussed with both home and business owners' documents necessary in processing their loan to include tax returns, bank statements, profit and loss statements, schedules of liability, pay stubs, deeds etc
- Provided clear explanations of loan origination process and credit concepts to current prospective customers
- Managed upset customer concerns through effective problem-solving techniques and comprehensive understanding of the program.
- Accepted Borrower payments using online payment processing tools; Pay.gov, MYSBA
- Verified checking and savings account details while securely processing routing information through payment portal.
- Prepared payoff statements, interest statements and written responses to email inquiries from Disaster Survivors
- Used computer programs such as Microsoft office to retrieve and print out customer documents
- Mentored and provided guidance to newly hired staff members during job-shadowing and phone monitoring.
- Served as a representative for the organization, engaging with individuals and providing information on a diverse range of products and services such as the Disaster Loan program and the Covid-19 Economic Injury program.
- Collaborated with colleagues and supervisors on enhancing the onboarding process for newly recruited employees.
Quality Assurance Agent
Mueller Services
Tonawanda, United States
10.2014 - 10.2017
- Performed quality assurance checks on Field Representative reports from different insurance organizations via Phoenix Mobile to validate the integrity and correctness of survey details.
- Generated concise reports for Clients, identifying common errors to facilitate ongoing improvements
- Corrected errors made during review and submitted final copy to client.
Residential Loan Closer/Signing Agent NYS
Harris Beach PLLC
Buffalo, United States
02.2008 - 09.2014
- Conducted residential loan closings for large Buffalo based law firm
- Educated clients on credit concepts and loan origination process
- Notarized and explained all necessary legal documents involved in refinancing or purchasing a home
- Facilitated resolution of multiple conflicts between Client and Borrower through clear explanation of documents and understanding of closing terms.
- Assisted Paralegals by duplicating closing packages and organizing files for evaluation.
Owner/Partner
Discovery Corner Day Care
Cherry Hill, United States
04.2005 - 08.2007
- Responsible for all aspects of business to include: Accounts Payable, Accounts Receivable, recruiting, hiring and staffing needs as well as Sale of Business in 2007
- Researched and collaborated with staff to create a comprehensive manual of Policies and Procedures
- Worked with colleagues to discuss, analyze and implement daily curriculum
- Capitalized on various online resources to market and promote Business
- Ensured accurate and timely completion of bi-weekly payroll utilizing ADP service
- Negotiated new lease agreement with Development Company and Owner of Business Complex for improved terms and conditions.
- Addressed multiple parental inquiries and provided assistance in child care matters.
- Represented company to the public supporting a wide array of products and services.
Production Manager/ National Accounts Division
Option One Mortgage Corporation/H&R Block
Herndon, United States
07.2002 - 01.2005
- Originated loans for the National Accounts Division of Option One Mortgage Corporation, the industry leader of sub-prime mortgage loans
- Developed and executed a marketing plan for an undeveloped territory through immense travel and relationship building
- Educated Loan Officers on the subprime mortgage business through presentations and sales calls
- Conducted comprehensive review of various loan-processing documents to validate accuracy and completeness e.g. Tax returns, bank statements, profit and loss statements, schedules of liabilities, pay stubs, deeds etc
- Increased business over 70% by 3rd month of production
- Offered education and guidance to clients on credit concepts and loan origination process.
East Coast Channel Manager/ ADP Sales
Careerbuilder
Reston, United States
04.2001 - 05.2002
- Prepared written contracts for review
- Educated clients on the benefits of Internet recruiting
- Maintained and serviced current accounts for the entire East Coast
- Responsible for renegotiation of contracts and customer retention generating over $1.2 million in revenue
- Consulted with customers on a daily basis to maximize the success of their experience with the product
- Successfully attained President's Club 2001 status by end of Q3
- Awarded 'Top Performer' for the year 2001/ADP Sales.
Senior Account Executive
Careerbuilder
Reston, United States
02.2000 - 04.2001
- Awarded 'Top Performer' for the year 2000
- Effectively sold Internet advertising to small businesses in a defined but frequently changing territory
- Developed new territory through aggressive cold calling and innovative prospecting in telesales environment
- Proactively prospected, qualified and closed business
- Achieved over 110% of annual quota generating over $500,000 in revenue for the year 2000
- Attained President's Club 2000
- Promoted to East Coast Channel Manager.
Senior Loan Officer
United Companies Lending Corporation
Arlington, United States
10.1998 - 01.2000
- Educated clients on credit concepts and loan origination process
- Conveyed specific program and product information to existing or prospective customers
- Assisted Manager of sales and operations for a seven person staff originating non-conforming mortgage loans
- Transferred by company to rebuild 'ailing' branch through recruiting, hiring and training all employees
- Conducted managerial meetings in which departmental goals were set and individual incentives were discussed
- Developed training course and educated staff on lending industry operational procedures and consultative sales strategies
- Returned branch to profitability in second month through training and motivating new and existing employees
- Inspired and motivated employees towards goal accomplishment by helping to build business relationships.
Loan Officer
United Companies Lending Corporation
Arlington, United States
05.1996 - 10.1998
- Originated non-conforming mortgage loans in a highly competitive market
- Explained credit concepts and loan origination requirements to a diverse audience
- Consistently ranked #1 sales person, locally, achieving over 170% of annual quota in 1997
- Established a broad network of referrals by engaging with home improvement contractors, employing persistent cold calling techniques, implementing local marketing strategies, and providing excellent customer service.
- Promoted to Senior Loan Officer in 10/1998.
Education
Bachelor's degree - Elementary Education
State University College At Buffalo
Buffalo, NY05.1991
Certification
CERTIFICATIONS: Certified Notary Public/Signing Agent, NYS
Timeline
Lead Disaster Recovery Specialist
US Small Business Administration, Office of Disaster Assistance
04.2020 - Current
Disaster Recovery Specialist
US Small Business Administration, Office of Disaster Assistance (ODA)
10.2017 - 04.2020
Quality Assurance Agent
Mueller Services
10.2014 - 10.2017
Residential Loan Closer/Signing Agent NYS
Harris Beach PLLC
02.2008 - 09.2014
Owner/Partner
Discovery Corner Day Care
04.2005 - 08.2007
Production Manager/ National Accounts Division
Option One Mortgage Corporation/H&R Block
07.2002 - 01.2005
East Coast Channel Manager/ ADP Sales
Careerbuilder
04.2001 - 05.2002
Senior Account Executive
Careerbuilder
02.2000 - 04.2001
Senior Loan Officer
United Companies Lending Corporation
10.1998 - 01.2000
Loan Officer
United Companies Lending Corporation
05.1996 - 10.1998
Bachelor's degree - Elementary Education
State University College At Buffalo