MOLLY DEAL
Virginia Beach,VA
Summary
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.
Overview
27
27
years of professional experience
Work History
CCR
Elevance Health
Norfolk, VA
11.2022 - Current
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved concerns with products or services to maintain customer satisfaction.
- Manage 30 incoming calls per day meeting customer call guidelines for service levels, handle time and productivity.
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educate customers about plan benefits, claims, available digital tools and support policies and procedures.
- Deliver exceptional customer service to each customer by leveraging knowledge of products and services and creating welcoming, positive experiences.
- Log call information and solutions provided into internal database.
- Assist customers while maintaining authentic, empathetic approach, and committed focus on customer satisfaction.
- Adherence to HIPAA regulation in every interaction.
- Advocate for access to care and successful patient outcomes.
Sr. Processing Manager
Atlantic Bay Mortgage Group LLC
Virginia Beach, VA
08.2014 - 06.2022
- Hired as Jr. Processor, promoted to Processing Manager within 18 months of hire date.
- Successfully managed team of 25 in office and remote staff, providing assistance, training and coaching.
- Managed payroll reporting, PTO and performance reviews for direct reports
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Evaluated and assessed employee performance to meet production SLA, KPI and data targets.
- Supplied team production information by compiling, initiating, sorting and analyzing production performance records and data.
- Monitored results of internal audits and suspensions for areas needing improvement and additional training.
- Collaborated with executive management on process improvement initiatives to attain goals.
- Adhered to all applicable compliance and regulatory requirements.
- Continuously sought ways to improve our processes, both in terms of procedures and use of LOS system to ensure continuous efficiency and to reduce errors.
- Designed and implemented procedural changes to ensure system is being utilized with maximum efficiency.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Analyzed and compiled daily production data to continuously optimize processes.
- Responded rapidly to market shifts to make changes to corporate processes.
- Helped Processing department grow in size and effectiveness throughout expansion process.
Licensed Realtor
The Real Estate Group
Chesapeake, VA
08.2011 - 08.2015
- Advised prospects and clients on market conditions and property value for informed decision-making.
- Acquired new customers through effective networking, marketing campaigns and client referrals.
- Conducted thorough needs analysis and pre-qualification with prospective clients to schedule showings.
- Explained features, value and benefits of available homes.
- Managed sales pipeline by actively following up with prospects and leads.
- Developed and presented proposals to clients to raise awareness of potential real estate investments.
- Wrote listings detailing and professionally highlighting property features to increase sale opportunities.
- Promoted property sales through advertisements, open houses and participation in multiple listing services.
- Conferred with escrow companies, lenders and home inspectors to expedite transactions and home buying process.
- Compared recently sold area properties to determine competitive market prices.
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Negotiated, facilitated, and managed real estate transactions for all clients from initial offer through closing.
- Completed property walkthrough before completing deals to uphold accuracy in listings and appraisals.
- Maintained connections with clients to encourage repeat business and referrals.
- Collaborated with clients to learn and determine real estate needs.
VP of Operations
Atlantic Home Settlements, Inc
Virginia Beach, VA
06.1996 - 08.2014
- Hired as Receptionist/Post Closing Specialist followed by promotions to Settlement Coordinator, Settlement Agent, Branch Manager, Settlement Agent and ultimately VP of Operations.
- Closed of 4000 real estate transactions.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Collaborated with senior management to develop strategic initiatives and long-term goals.
- Identified opportunities to improve business process flows and productivity.
- Researched title defects to resolve or correct as required by title insurance underwriter.
- Monitored all transactions for regulatory compliance with RESPA and AML/BSA.
- Received, balanced and disbursed escrow monies for all real estate transactions.
- Instrumental in implementing paperless live file processing, online client portal access and paperless file storage.
- Performed as SME for real estate closing process, mortgage loan documents and title insurance.
Education
NMLS License (Inactive) - SAFE Act
Online SAFE MLO
Real Estate License- Virginia (Inactive) - Real Estate
Alpha College of Real Estate
Virginia Beach, VAHigh School Diploma -
Great Bridge High School
Chesapeake, VASkills
- Effective Communicator and Public Speaker
- Verbal and Written Communication
- Policy and Procedure Development
- Leadership and People Development
- Relationship Development
- Analytical and Critical Thinking
- Flexibility and Adaptability
- Financial Analysis
- Problem-Solving
- Emotional Intelligence
- Information Protection
- Customer Service
Timeline
CCR
Elevance Health
11.2022 - Current
Sr. Processing Manager
Atlantic Bay Mortgage Group LLC
08.2014 - 06.2022
Licensed Realtor
The Real Estate Group
08.2011 - 08.2015
VP of Operations
Atlantic Home Settlements, Inc
06.1996 - 08.2014
Real Estate License- Virginia (Inactive) - Real Estate
Alpha College of Real Estate
NMLS License (Inactive) - SAFE Act
Online SAFE MLO
High School Diploma -
Great Bridge High School
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