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KellyMarie Leasha

Jacksonville,NC

Summary

Customer Service Specialist (Advisor II) with experience completing projects by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions. Knowledgeable and dedicated customer service professional with extensive experience in the Sales/Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated customer relations professional successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing top-notch sales, operational and leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support. Diligent consultant skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Proactive customer service specialist with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation. Conscientious consultant with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Seeking a challenging position in the Company with a reputable organization, where my previous experience and skills can be used and developed. Looking for a challenging position which will complement my education and work experience.

Over 15 years of progressive and diverse experience in the real estate and banking field has developed expertise in sales and marketing, leasing and operations, negotiation and property and asset management. These experiences have produced strengths in building client relations, planning and organizing, and working with all levels of organizations.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience

Work History

Customer Service Executive/Advisor II

Concentrix, Humana Project
Jacksonville (Remote), NC
01.2022 - Current
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Answered average number of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Computed total costs and profit requirements for customer sales to provide accurate pricing.
  • Prospected continuously for new potential customers and maintained robust conversion rate.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Solved customer challenges by offering relevant products and services.
  • Engaged with customers to build rapport and loyalty.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Built relationships with customers and community to promote long term business growth.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Set and achieved company defined sales goals.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Recorded accurate and efficient records in customer database.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Kept detailed records of daily activities through online customer database.
  • Quoted prices, credit terms and other bid specifications.

Title Logistic Coordinator

First Integrity National Title, LLC
Jacksonville (Remote), North Carolina
01.2021 - 08.2021
  • Worked with upper management to complete complex projects on tight budgets within specific timelines.
  • Teamed with leaders across all departments to meet deadlines and establish culture of cross-functional collaboration.
  • Achieved and maintained top client satisfaction and retention by managing project deliverable accuracy and alignment with specifications.
  • Liaised with internal and external stakeholders to facilitate smooth operations.
  • Compiled and distributed reports and contracts, auditing data prior to shipping to promote accuracy.
  • Prepared meeting materials and took clear notes to distribute to stakeholders.
  • Aligned office departments and increased inter-department communication and data sharing by implementing new workflows.
  • Researched accounts and contracts in support of a Computer Assistant and emailed compiled information upon completion.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Supported executive managers with proactive correspondence management, document coordination and customer relations.
  • Reconciled account files and produced monthly reports to keep executive managers informed about office operations.
  • Registered vendors and customers on database to maintain updated roster.
  • Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
  • Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
  • Interacted with customers by phone, email or in-person to provide information.
  • Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
  • Maintained open communication with customers to foster positive relations and provide updates on issues.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Answered multi-line phone system, routing calls, delivering messages to staff.
  • Supported Executive Officer and Associate Commissioner with proactive correspondence management, document coordination and customer relations.
  • Delivered clerical support by handling range of routine and special requirements.
  • Negotiated contracts to secure favorable rates and terms.
  • Built and established relationships with staff and vendors.
  • Prepared and presented reports to management on logistics performance.
  • Organized and prepared tax and title documents to transfer ownership of property.
  • Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
  • Performed data entry and other administrative tasks to keep records and files organized and accurate.
  • Kept up-to-date with state and federal regulations to prevent errors and fraud.
  • Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
  • Managed and reconciled accounts to finalize accurate and complete financial transactions.
  • Collected taxes and fees, submitted payments and issued receipts.
  • Assisted in preparation of title insurance policies and title commitments.
  • Created legal documents such as deeds, mortgages and leases based on title search results.
  • Analyzed title documents to identify potential issues and resolve any discrepancies.
  • Researched ownership interests and liens on real estate properties.
  • Developed and maintained relationships with title companies, lenders and other stakeholders to facilitate smooth transactions.
  • Researched ownership interests and liens on real estate properties.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Skilled at working independently and collaboratively in a team environment.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Learned and adapted quickly to new technology and software applications.
  • Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
  • Maintained checklists of required documentation and open issues affecting closings.
  • Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Consulted with clients to recognize needs and provide tailored solutions.
  • Built constructive relationships with customers to understand and capitalize on personalized preferences.
  • Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
  • Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
  • Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
  • Consulted with outside vendors to identify and resolve loan closing issues.
  • Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
  • Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
  • Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Calculated, reviewed and corrected errors on interest, principal and closing costs.
  • Reviewed and validated details of loan applications and closing documentation.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Set up, stored and updated customer files, department records and regulatory paperwork.

Real Estate Transaction Coordinator

Eastern Sun Client Services
Jacksonville, North Carolina
01.2017 - 10.2020
  • Generated new business through effective prospecting, telemarketing, territory planning and relationship building.
  • Monitored and managed staff performance to attain target metrics both individually and team unit.
  • Evaluated clients' needs and created plan of action to provide solutions.
  • Exceeded customer requirements with accurate and deliverable solutions.
  • Built and cultivated relationships with customers and turned prospective leads into happy clients by returning messages quickly and answering questions truthfully.
  • Identified prospects through cold calling, social media and trade publications.
  • Utilized extensive communication and interpersonal skills to reach out to prospective leads through cold calling.
  • Created strategic brand-building events.
  • Identified and resolved issues regarding sales and business strategy.
  • Utilized Microsoft Office system to track activities and set appointments.
  • Met regularly with Business Owner to discuss sales strategies and brainstorm new ways to encourage customers to buy.
  • Performed approximately 100 marketing calls per day to establish weekly appointments.
  • Created sales presentations to highlight product benefits and enhanced bottom-line profits.
  • Applied consultative sales approach and followed strategic marketing initiatives to develop new business.
  • Instructed sales staff on product protocols, proper utilization and effective guidance methods to support clinical application of devices.
  • Explained important information regarding features and functions for various products so that customer was knowledgeable.
  • Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
  • Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
  • Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
  • Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
  • Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
  • Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
  • Developed and implemented marketing strategies to maximize sales and attract new clients.
  • Prepared and presented contracts and other legal documents to clients.
  • Coordinated appointments to show tenants and buyers prospective homes.
  • Facilitated transfer of property ownership from seller to buyer for accurate recordkeeping and compliance.
  • Processed applications and paperwork in accordance with state and federal laws.
  • Prepared and distributed weekly reports on real estate market trends to inform clients and agents.
  • Coordinated leads management with CRM software to improve efficiency with prioritized prospects.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Established administrative work procedures to track staff's daily tasks.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Performed research to collect and record industry data.

Owner/Broker in Charge

Carolina Realty
Jacksonville, North Carolina
04.2004 - 12.2012
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Trained and motivated employees to perform daily business functions.
  • Managed day-to-day business operations.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Established foundational processes for business operations.
  • Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
  • Established, optimized and enforced business policies to maintain consistency across industry operations.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Trained and developed team members to build human capital.
  • Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
  • Put together realistic budgets based upon costs and fees for successfully operating business.
  • Prepared bank deposits and handled business sales, returns and transaction reports.
  • Worked with marketing teams to create print and online advertisements to bring in new customers.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Conducted audit inspections and independent checks to verify parts and materials.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Prepared annual budgets with controls to prevent overages.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Assessed damaged materials and notified maintenance personnel of needed repairs.
  • Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
  • Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.
  • Negotiated real estate contracts to navigate transactions between buyers and sellers.
  • Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership.
  • Compared properties possessing similar features to determine competitive market prices.
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
  • Arranged for inspections and surveys of sold properties.
  • Provided guidance and consultation to clients to make well-informed decisions in real estate investments.
  • Utilized online marketing platforms to promote real estate services and generate leads.
  • Conducted competitive market analysis to determine optimal pricing for properties.
  • Established and developed real estate agency, driving recruitment, and operational growth.
  • Negotiated purchase contracts and lease agreements to establish maximum value for clients.
  • Analyzed local real estate market conditions and trends to identify profitable investment opportunities.
  • Managed roster of clients to send announcements and information on new properties.
  • Developed innovative strategies and tactics to promote real estate listings and generate new business opportunities.
  • Generated lists of properties for sale, locations, descriptions and available financing options.
  • Advised clients on optimum buying and selling choices for maximum returns.
  • Verified sales compliance with local governmental regulations, environmental standards and industry good practices.
  • Helped clients navigate transactions, complete paperwork and finalize sales or purchases.
  • Evaluated properties for potential salability and pricing.
  • Appraised property values and assessed buyer income to determine feasibility of offer success.
  • Monitored contract execution to verify complete fulfillment of terms.
  • Obtained agreements from property owners to place properties for sale with real estate firms.
  • Cultivated strong relationships with agents, lenders and title companies.
  • Advocated for client needs and obtained desired considerations for sales and purchases.
  • Set up virtual home tours, in-person visits, and open houses for properties.

Mortgage Loan Originator

Hanover Mortgage Consultants
Jacksonville, NC
05.2008 - 12.2012
  • Worked with underwriters to fix application problems and resolve issues.
  • Explained different types of loans pertaining to client situations.
  • Collaborated with sales agents, financial planners and accountants to attract clients and enhance beneficial partnerships.
  • Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
  • Collected information from banks, institutions and employers to assess applicant eligibility.
  • Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
  • Reviewed loan files and updated to match current standards.
  • Fielded customer complaints and provided solutions.
  • Checked loan documents for accuracy prior to closing.
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
  • Participated in industry events and conferences to build relationships and gain market intelligence.
  • Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
  • Monitored portfolio performance and provided clients with periodic updates on loan progress.
  • Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
  • Developed extensive network of referral partners to source new mortgage loan opportunities.
  • Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
  • Analyzed loan applications and credit reports to determine loan eligibility and risk level.
  • Developed and implemented marketing campaigns to generate new business opportunities.
  • Negotiated loan terms and conditions with clients to maximize profitability.
  • Checked loan documents for accuracy prior to closing.
  • Proactively identified solutions for customers experiencing credit issues.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Explained very technical financial information to applicants in easy to understand language.
  • Assisted customers with completing loan applications and other paperwork.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Processed loan applications and monitored progress from start to finish.
  • Monitored pipelines to track and log status of loans.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Researched and updated industry knowledge on changing legislation and regulations.

Skills

  • Customer Service and Assistance
  • Effective Written and Verbal Communication
  • Customer Order Management
  • Needs Assessment
  • Call Documentation
  • Inputting Claims
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Interpretation and Translation Services
  • Special Requests
  • Upbeat and Positive Personality
  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Conflict Resolution
  • Data Entry and Maintenance
  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Claim Validity Determination
  • Benefits Explanations
  • Complex Transactions
  • Complaint Reviews
  • Collaborative Environments
  • Persuasive Techniques
  • Field Operations Support
  • High-Volume Call Environments
  • Recordkeeping strengths
  • Multi-line phone talent
  • Training development aptitude
  • Key stakeholder relationship building
  • Account management
  • Medical terminology knowledge
  • Staff education and training
  • Vendor Management
  • International sales support
  • Service standard compliance
  • Order fulfillment
  • Strategic sales knowledge
  • Administrative support
  • Shipping procedures understanding
  • Money handling abilities
  • Report preparation
  • Sales expertise
  • Excellent written and oral communication
  • Process Optimization
  • Document Quality Control
  • Scheduling
  • Collaboration
  • Real Estate Brokers License (North Carolina and California (expired)
  • Loan Originator License (expired)
  • Underwriting
  • Property Management and Lease Agreements
  • Reconciliation of Trust Accounts and Procedures
  • Residential and Commercial Offer to Purchase Contracts (including addendums)
  • Property Evaluation
  • Strong knowledge of Real Estate Law
  • Confidentiality and Fiduciary Practices
  • Automated Processing
  • DU/LP Procedures
  • Government, Conventional, Subprime, Commercial, Rural, and Hard Money Financing background
  • Verification Procedures
  • Strong Understanding of Credit Ratings and Scoring
  • Transaction and Closing Coordinator
  • Strong Banking Ethics
  • Financial Analysis Aptitude
  • Experienced Title Processor
  • Title Curative
  • Proofreading of all final reports and addendums to verify accuracy
  • Close relationships with local and state legislation to ensure a timely response on often sensitive timelines

Additional Information

  • CRM Salesforce
  • Multiple Listing Service
  • Argus
  • Epost (OMS)
  • Microsoft Office
  • Powerpoint
  • Excel
  • Teams
  • Citrix
  • Encompasse
  • Calyx
  • Contour
  • Softpro
  • Transactly
  • Broker Mint
  • ZipForm
  • Top Producer
  • Easy Coordinator
  • RX Connect
  • RX Nova Desktop
  • Amazon Workspace
  • Outlook
  • Launchpad
  • Adobe
  • All Social Media Applications
  • Multi Phone Line Systems
  • Genesys




I have a fully set up office in a separate room of my home, free from any possible distraction or data loss. I maintain high speed business internet, for complete efficiency from the start of the day thru the end.


Hobbies

My car remains packed at all times so that I can escape to the beach, even if only for an hour.

I have a beautiful daughter, and a granddaughter as well, that has made my life complete.


Timeline

Customer Service Executive/Advisor II

Concentrix, Humana Project
01.2022 - Current

Title Logistic Coordinator

First Integrity National Title, LLC
01.2021 - 08.2021

Real Estate Transaction Coordinator

Eastern Sun Client Services
01.2017 - 10.2020

Mortgage Loan Originator

Hanover Mortgage Consultants
05.2008 - 12.2012

Owner/Broker in Charge

Carolina Realty
04.2004 - 12.2012

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KellyMarie Leasha