Robin Gemma
Gresham,OR
Summary
Hardworking and motivated Escrow Officer with 29 years of experience and record of success in Real Estate industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Personable and dedicated Customer Service Representative with extensive experience in Real Estate industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Personable and dedicated Customer Service Representative with extensive experience in Real Estate industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Adaptable Manager offers 3 years of experience coordinating operations to achieve organizational goals. Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager/Senior Escrow Officer
WFG National Title
Gresham , OR
2021.09 - Current
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Entered time and attendance logs in preparation for payroll.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Maintained adequate staffing to meet objectives within budget.
- Minimized staff turnover through appropriate selection, orientation and training.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
Escrow Officer
Fidelity National Title Company of Oregon
Gresham , OR
2001.02 - 2021.09
Education
Some College (No Degree) - Nursing Education
Mt Hood Community College
Gresham, ORSkills
- Sales Techniques
- Customer Relationship Management (CRM)
- Team Leadership
- Performance Management
- Workforce Management
- Policy Implementation
- Staff Development
Affiliations
Outside my work environment I like spend time with my kids and grandkids. Helping drive them around and also help them with homework. I pride myself on being a positive influence on them and also letting them create themselves.
Accomplishments
- I have had Customer Service awards in my career and just was hired as a Manager in the last 3 years.
Certification
- Certified Senior Escrow Officer
Custom
- I have been in my Industry for 29 years and have loved what I have done and accomplished. I am a people person and love to make the customers happy. I am driven and would always find the perfect situation to a bad situation. I love what I do and it shows. I have received a lot of great reviews from customers and my clients. As I get older I want to spend more time with my family outside of work. In my Industry you do not only work your 40 hours, you work after hours and on week-ends to make the clients happy. I was happy to do this but now I want a little more.
References
References available upon request.
Timeline
Manager/Senior Escrow Officer
WFG National Title
2021.09 - Current
Escrow Officer
Fidelity National Title Company of Oregon
2001.02 - 2021.09
Some College (No Degree) - Nursing Education
Mt Hood Community College
- Certified Senior Escrow Officer
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