Santanna Underwood
Floyd,VA
Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support. Organized Mortgage Loan Officer with 1+ years of experience in Funding. Extensive real estate knowledge and success in client education. Adept at mathematical accuracy and following financial regulations.
Overview
15
15
years of professional experience
Work History
Mortgage Funder
Home Point Financial
Ann Arbor, MI
04.2021 - Current
- Pays high attention to final details of loan, ensures all closing documents are in order and mortgage funds make it to correct parties on time
- Verifies all documents have been obtained, dated, signed and notary stamp is on documents where needed
- Verify all details match on every document provided
- Reach out for any additional documents that may be needed to get loan funded on time
- Making sure all conditions from underwriter and or closer have been cleared before funding loan
- Set up wire of funds to escrow
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Monitored pipelines to track and log status of loans.
Customer Care Support Specialist
Citizens Telephone Cooperative Floyd
, Virginia
07.2018 - 04.2021
- Defused customer concerns with exceptional conflict and problem resolution skills
- Utilized exceptional communication to connect with customers, assess needs and present solutions
- Coordinated timely responses to online customer communication and researched complex issues
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Responding to customer needs through competent customer service and prompt problem-solving
- Responded to customer inquiries via phone, email, and web-based platforms.
Customer Care Representative
Dish Network Christiansburg
, Virginia
10.2014 - 07.2018
- Boosted sales revenue by skillfully promoting packages & new equipment
- Provided primary customer support to internal and external customers in fast-paced environment
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Educated customers on promotions to enhance sales
- Responded to customer requests for products, services and company information
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Managed over 70 plus customer calls per day
Restaurant Hostess
Mickey G's Bistro & Pizzeria
Floyd, VA
08.2013 - 10.2014
- Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy
- Planned guest parties by organizing menus, spaces and special requests
- Cultivated positive guest relations by managing information and orchestrating speedy seating
- Stayed in open communication with kitchen staff to assess cooking times, avoid worker overload and minimize customer dissatisfaction
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
Shift Leader Manager
Blue Ridge Restaurant
Floyd, VA
08.2007 - 07.2013
- Kept employees operating productively and working on tasks to meet business and customer needs
- Managed schedules, accepted time off requests and found coverage for short shifts
- Trained and mentored new employees to maximize team performance
- Tracked receipts, employee hours and inventory movements
- Coached crew members to optimize performance and motivate toward more efficient work
- Regularly checked building to confirm maintenance and cleaning met code and regulations
- Cooperated with coworkers to improve customer experience and manage storefront
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
Education
Pharmacy Technician -
Penn Foster Career School
05.2010
High School Diploma -
Floyd County High School
Floyd, VA06.
Skills
- Documentation and reporting
- Customer Service Excellence
- Scheduling
- New Product Information
- Customer Complaint Resolution
- Product Knowledge
- Billing Inquiries
- Technical Support
- Payment processing
- Inbound Customer Service
- First Call resolution
- Appraisal Reports
- Mortgages and Loans
Timeline
Mortgage Funder
Home Point Financial
04.2021 - Current
Customer Care Support Specialist
Citizens Telephone Cooperative Floyd
07.2018 - 04.2021
Customer Care Representative
Dish Network Christiansburg
10.2014 - 07.2018
Restaurant Hostess
Mickey G's Bistro & Pizzeria
08.2013 - 10.2014
Shift Leader Manager
Blue Ridge Restaurant
08.2007 - 07.2013
Pharmacy Technician -
Penn Foster Career School
High School Diploma -
Floyd County High School