Rachael Massey

• Responded to a high volume of 300–500 inbound and outbound calls daily, effectively qualifying potential clients for mortgage loan products.
• Consistently ranked #1 in the company for call performance and loan transfer volume, averaging 40–60 qualified transfers per day to licensed Loan Officers.
• Built strong rapport with prospective borrowers by identifying financial goals, improving conversion rates and customer engagement.
• Verified and updated customer personal and financial information, ensuring 100% accuracy and seamless handoff to Loan Officers for continued processing.
• Utilized CRM platforms and automated dialer tools to manage and track leads, increasing lead response time and pipeline efficiency.
• Overcame objections and resolved customer concerns with professionalism, contributing to a 20%+ improvement in lead-to-loan conversion rate.
• Consistently exceeded monthly performance targets and earned top-tier bonuses for production and quality metrics

• Resolved customer complaints promptly, maintaining 95%+ client satisfaction scores and ensuring a superior guest experience across all events and daily operations.
• Managed a team of 25+ staff members, overseeing hiring, training, scheduling, and performance reviews, which improved labor efficiency by 20% and reduced turnover.
• Developed and implemented new operational policies and procedures, streamlining workflow and boosting service delivery consistency.
• Analyzed sales and performance data to identify cost-saving opportunities, reducing waste by 15% while improving profitability.
• Directed and coordinated all operational functions, including event management, pricing strategy, food & beverage service, and production scheduling.
• Generated $100K–$200K in event revenue monthly and drove $60K–$80K in weekly food and beverage sales, consistently exceeding corporate revenue targets.

• Answered guest inquiries and resolved service-related complaints, maintaining a 98% customer satisfaction rate and ensuring adherence to hotel policies and service standards.
• Supervised and monitored 100+ team members across multiple departments, ensuring efficient daily operations and full compliance with casino and hospitality regulations.
• Trained and coached staff to enhance performance, service delivery, and guest relations, improving team efficiency by 25%.
• Spearheaded the development of an on-site $1.2 million commercial laundry facility, cutting linen outsourcing costs by 40% and reducing turnaround time by 30% while minimizing sheet and towel waste.
• Developed and implemented operational policies that streamlined workflows, increased departmental efficiency, and elevated overall guest experience.
• Oversaw guest registration and front desk operations, ensuring a seamless check-in process for hundreds of guests daily in a high-volume, fast-paced environment.

Loan Closer / Brokerage Support Specialist

• Met with an average of 15–20 loan applicants weekly to gather financial documentation, verify information, and address inquiries, ensuring a smooth application process.
• Reviewed and audited 100+ loan files monthly for accuracy, compliance, and completeness in accordance with federal and company guidelines.
• Prepared closing statements and loan packages for residential and commercial loans valued at $150K–$1M, securing borrower signatures and confirming all closing conditions were met.
• Partnered with the brokerage team to structure and finalize loan documentation, helping expedite approvals and improve closing turnaround times by 15–20%.
• Managed 20–30 inbound calls daily, transferring clients to appropriate departments and maintaining seamless communication across loan operations.
• Resolved customer complaints and loan-related issues efficiently, maintaining a 95% customer satisfaction rate and ensuring compliance with lending standards.