Regina Dues
Martinsburg,WV
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
30
30
years of professional experience
Work History
Sales Agent
TZ Insurance Solutions LLC
2022.09 - 2024.07
- Provided timely feedback from customers to the product development team, contributing valuable insights into potential improvements or enhancements.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Achieved top performer status within the company due to consistent high sales numbers.
Correspondent Loan Purchaser Supervisor
First Guaranty Mortgage Corporation
2012.01 - 2022.07
- Managed numerous simultaneous assignments while maintaining a high level of organization and attention to detail.
- Created hands-on training program for newly hired employees to acclimate each person to company policies and procedures and individual job duties.
- Streamlined communication channels between internal departments, resulting in faster resolution times for escalated concerns related to mortgage fundings.
- Ensured regulatory compliance by diligently reviewing loan documents for accuracy and completeness.
- Assisted in resolving post-closing issues promptly, maintaining positive relationships with clients and partners.
- Supported the growth of the mortgage business through exceptional attention to detail and customer service.
- Managed a high volume of loans while maintaining strict adherence to deadlines and company guidelines.
- Expedited loan processing times by collaborating with underwriters, processors, and other team members.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Escalation Specialist
Citimortgage
1995.01 - 2012.12
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other department managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Adhered to regulatory compliance requirements for all releases by working closely with legal and compliance teams.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Education
Associate of Arts - Information For Processing For Micro-Computer
Frederick Community College
Frederick, MD06.1994
High school diploma or GED -
Governor Thomas Johnson High School
Frederick, MD06.1990
Skills
- Client Relations
- Customer Assistance
- Sales Training
- Call Control
- Resilience Under Pressure
- Sales Presentations
- Networking
- Persuasion techniques
- Adaptability to Change
- Objection handling
- Social Media Marketing
- Sales Strategies
- Making offers
- Cold-calling
- Building rapport
- Demonstrating products
- Customer Service
- Customer Relationship Building
- Customer Relations
- Customer Needs Assessment
- Staff Training
- Cash Handling
- Problem-Solving
- Teamwork and Collaboration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 7 staff members.
- Collaborated with team of 15 in the development of Voice of Employee Project.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Paid time off401k matchWork-life balancePaid sick leaveHealthcare benefitsCareer advancementFlexible work hoursWork from home optionStock Options / Equity / Profit SharingTeam Building / Company RetreatsCompany CultureTimeline
Sales Agent
TZ Insurance Solutions LLC
2022.09 - 2024.07
Correspondent Loan Purchaser Supervisor
First Guaranty Mortgage Corporation
2012.01 - 2022.07
Escalation Specialist
Citimortgage
1995.01 - 2012.12
Associate of Arts - Information For Processing For Micro-Computer
Frederick Community College
High school diploma or GED -
Governor Thomas Johnson High School
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