Nancy Gordon
North Andover,MA
Summary
A highly motivated, dynamic and sales driven individual with an extensive background in retail banking and mortgage lending. I'm adept at driving growth of company revenue and improving sales - team performance. Tenacious in building new business, securing customer loyalty and forging strong relationships with external business partners.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Business Development Specialist
Atamian Honda
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Mortgage Loan Officer
Premier Mortgage Resources
10.2022 - Current
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
Customer Service Representative
Alaska Airlines
02.2023 - 03.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Worked in a fast paced environment and assumed various roles, including gate agent, boarding agent.
Mortgage Loan Coordinator
William Raveis Real Estate Mortgage & Insurance
03.2020 - 07.2022
- Implemented quality control measures to ensure accuracy and compliance with industry regulations throughout the loan process.
- Reduced loan processing time by prioritizing tasks and communicating effectively with team members.
- Maintained strong relationships with clients, resulting in increased referral business for the company.
- Stayed current on industry trends, attending workshops and conferences to enhance professional development and expertise.
- Assisted in training new Mortgage Loan Coordinators, sharing industry knowledge and best practices.
- Provided ongoing support for clients throughout the loan application process, addressing concerns promptly to maintain satisfaction levels.
- Improved customer satisfaction rates with timely and accurate loan application updates.
Education
High School Diploma -
Armijo High School
Fairfield, CASkills
- Bilingual, Spanish/English
- Training facilitation
- Problem solving skills
- Partnership development
- Extensive background in retail banking, operation and regulations
- Research and analysis
- Excellent time management skills
- Leadership
- Dependability
- Self motivated
Certification
- Licensed Mortgage Loan Officer NMLS 819772
Languages
Spanish
Professional Working
Timeline
Service Business Development Specialist
Atamian Honda
03.2024 - Current
Customer Service Representative
Alaska Airlines
02.2023 - 03.2024
Mortgage Loan Officer
Premier Mortgage Resources
10.2022 - Current
Mortgage Loan Coordinator
William Raveis Real Estate Mortgage & Insurance
03.2020 - 07.2022
High School Diploma -
Armijo High School
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