MELANIE YARMY
Lexington,KY
Summary
Thorough strategist constantly forging profitable new paths, including converting ideas into new business transactions and ventures. Results-oriented Mortgage Loan Officer with a strong track record of exceeding sales targets and providing exceptional customer service. Seeking to leverage my client relationship management skills and passion for customer success in a new career as a Customer Success Manager. Proven ability to build long lasting relationships, drive customer satisfaction, and deliver successful outcomes. Client oriented, with excellent oral and written communication skills and advanced understanding of customer needs and company growth. Committed to leveraging my transferable skills to excel in a dynamic and customer focused environment through a precise understanding of customer needs and creative penetration strategies.
Overview
14
14
years of professional experience
Work History
Mortgage Loan Officer
Century Mortgage, Stockton Mortgage & Stock Yards
03.2016 - 12.2023
- Initiated the mortgage process for potential clients while preparing, analyzing, and verifying mortgage loan applications for the purchase or refinance of real estate.
- Built positive relationships with clients and real estate business partners while communicating with clients, processing teams and other third parties to achieve prompt loan closings.
- Analyzed loan applications and credit reports inclusive of personal information and complex financial data while resolving problems throughout application processes to determine loan eligibility and risk level.
- Worked closely with potential clients to find the best mortgage loan products that best meet their needs and financial goals.
- Created strategies to develop and expand existing customer sales, resulting in a consistent increase in annual loan origination.
Inside Sales & Marketing Representative
Consolidated Electric Distributors
03.2011 - 03.2016
- Managed customer accounts to ensure material is quoted, orders are processed and material is delivered as quickly, efficiently and economically possible.
- Challenge and promote cost consciousness and maintain aggressive pricing on products to help alleviate competition.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills , while maintaining up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Oversaw projects to minimize costs for both my employer, as well as, my customer, yet increase profit margins.
- Utilized data and analytics to identify target markets and understand customer needs.
- Prepared and submitted reports to keep management informed of sales activities and progress.
Quality Assurance Specialist
Affiliated Computer Services, ACS
04.2010 - 01.2011
- Listened & evaluated calls to ensure accuracy and excellent customer service was provided to the customer and provided feedback to agents accordingly.
- Promoted adherence to quality standards by educating personnel on quality control.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Updated policies and procedures, while ensuring implementation of corrective actions for applicable quality assurance occurrences.
- Supervised and trained over 80+ customer service representatives while analyzing quality and performance data to support operational decision-making.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
Outbound B2B Telesales Agent
Affiliated Computer Services, ACS
09.2009 - 04.2010
- Conducted outbound calls in a sales capacity, providing informed and accurate product/service information using standard scripts and procedures to sell Sprint service to customers.
- Used a computerized system to gather information, build caller profiles and log outbound call activity while delivering scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Conducted database research to identify potential leads and determine contact information.
Education
Bachelor of Communications -
University of Kentucky
05.2014
Associate of Arts -
Bluegrass Community & Technical College
05.2012
Skills
- Sales Development
- Financial & Document Analysis
- Account Management
- Verbal and Written Communication
- Customer Relationship Management
- Data Analytics
- Project Management
- Market Research
- Problem Solving
- Product Knowledge
- Empathy & Customer Advocacy
- Sales & Negotiation
Timeline
Mortgage Loan Officer
Century Mortgage, Stockton Mortgage & Stock Yards
03.2016 - 12.2023
Inside Sales & Marketing Representative
Consolidated Electric Distributors
03.2011 - 03.2016
Quality Assurance Specialist
Affiliated Computer Services, ACS
04.2010 - 01.2011
Outbound B2B Telesales Agent
Affiliated Computer Services, ACS
09.2009 - 04.2010
Bachelor of Communications -
University of Kentucky
Associate of Arts -
Bluegrass Community & Technical College