Rachel Long
Pflugerville
Summary
Task driven, goal oriented individual who places high value on creating a positive atmosphere where employees can thrive and succeed. Effective and detail-oriented, with a large emphasis on creating a team player environment. Pursuing a role with a motivated team where hard work and dedication will be highly valued.
Overview
17
17
years of professional experience
Work History
Mortgage Loan Processor
CLM Mortgage
09.2023 - Current
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and builder.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing through timely updates on loan status and addressing concerns promptly.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans, including quick closes and to-be-built properties.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Streamlined client communications by creating an organized system for tracking correspondence and followups.
Senior Customer Success Manager
Hearth Financing
04.2021 - 10.2022
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty for financing homeowners for home improvement projects
- Collaborated with product and engineering team to develop features that address customer feedback across U.S., resulting in 20% increase of expanded service usage
- Drove adoption of Hearth platforms to help achieve positive ROI and tactical customer on-boarding training for 160+ accounts per month, resulting in monthly ARR of $2500
- Assist in establishing better workflows in proactively reaching out to contractors using Hearth and customers applying for loans
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions, which allowed retention of 85% of personal book of business
- Assisted in upsells and renewals for 90% of book of business by proactively following up with accounts via phone calls and emails, increasing ARR by 10% every month
Senior Account Manager
OutboundEngine Inc.
09.2019 - 04.2021
- Maintained and organized customer database of over 400 clients nationwide by proactively reaching out via phone calls and emails monthly
- Established strong relationships with customers in order to maintain satisfaction with the marketing and advertising products, building trust and loyalty, resulting in retention rate of 80% or higher every month through renewals
- Assisted customers on solving problems associated with product issues and best practices on how to use OutboundEngine platform to produce desired outcome through increased usage of marketing campaigns
- Emphasized exceptional customer service through their life cycle with our service, in addition to assisting customers build their businesses back by advising them on how to use our advertising service effectively, resulting in an increase of profit for clients by 22%
- Consistently top 3 performer of Account Management team for meeting performance metrics each month, which was measured by upsell ARR of $3000, dials and talk time
- Recognized as department employee of the month in January 2020 for maintaining 91% of own client base
Business Owner
Dessau Cleaners
08.2018 - 09.2019
- Increased annual revenue by 40% by recommending improvements in productive efficiency, largest amount in business history
- Optimized profitability and saved costs by negotiating vendor services
- Established procedures for daily operations
- Responsible for managing taxes, budgets, filing and contracts for business
- Built strong interpersonal relationships with customers by resolving critical issues quickly and efficiently
- Enhanced customer loyalty and satisfaction by addressing concerns through knowledgeable manner
Assistant Manager
Quick Weight Loss Centers
12.2017 - 08.2018
- Resolved all customer complaints in professional manner while prioritizing customer satisfaction
- Counseled members through weight loss program to achieve goal weight
- Responsible for leading, training, and mentoring of clinic's nutrition and sales counselors
- Successfully gave nutrition presentations resulting in increase of program sales by 20%
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance
Project Manager
Redline Concrete
08.2016 - 12.2017
- Generated schedule of values and lien waivers through use of Excel/Word
- Conducted meetings with vendors to determine project intent, requirements and budgets
- Maintained tactical control of project budgets and timeline to keep teams on-task and achieve schedule targets
- Increased effectiveness of bidding processes by reviewing contractor scopes and material takeoffs
- Took active role in company growth by consistently providing quality customer service to promote growth and retention
- Managed 50 employees to complete over $10 million in commercial and mix-used projects to ensure optimal efficiency
Business Partner
Super Care Cleaners
11.2007 - 08.2016
- Increased profitability by 30% as of result of marketing
- Strong communication skills with vendors and contractors
- Enhanced customer loyalty and satisfaction by addressing concerns in speedy manner
- Developed efficient system in managing customer and inventory database
- Responsible for all inventory and profit transactions
- Improved supply chain to reduce materials costs and optimize distribution
Education
Bachelor of Science - Applied Learning and Development
University of Texas at Austin
Austin, TX2016
Skills
- Robust communication skills-written and verbal
- Powerpoint presentation/public speaking
- Highly organized and detail oriented
- Strong interpersonal and analytical skills
- New business generation
- Prioritizing responsibilities
- Ability to multi-task
- Willingness to learn and strong work ethic
- Excellent retention rate
- Salesforce/JIRA expertise
Timeline
Mortgage Loan Processor
CLM Mortgage
09.2023 - Current
Senior Customer Success Manager
Hearth Financing
04.2021 - 10.2022
Senior Account Manager
OutboundEngine Inc.
09.2019 - 04.2021
Business Owner
Dessau Cleaners
08.2018 - 09.2019
Assistant Manager
Quick Weight Loss Centers
12.2017 - 08.2018
Project Manager
Redline Concrete
08.2016 - 12.2017
Business Partner
Super Care Cleaners
11.2007 - 08.2016
Bachelor of Science - Applied Learning and Development
University of Texas at Austin
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