Shana Wood
Spring Hill,FL
Summary
Motivated Senior Customer Service Representative/Account Manager with 22 plus years of experience, dedicated to maintaining customer satisfaction and contributes to company success goals. I strive to go above and beyond with quick thinking problem solving to ensure all customer's needs are resolved the first time. Excel in fast paced environments where multitasking and attention to detail are a must. Always eager to learn something new.
Overview
27
27
years of professional experience
Work History
Title Processor/Closer
Southeast Title of the Suncoast, Inc.
12.2015 - Current
- Reviewed real estate contracts, lender orders, and title commitments to determine what's needed for a clear title
- Built positive rapports with realtors, sellers, buyers, and lenders via email, incoming/outgoing phone calls, and face to face multiple times daily
- Ordered payoffs, property taxes, surveys, closing documents, prepared Satisfaction of Mortgages, closing documents via Microsoft Word, Docusign, and Landtech
- Fast paced office that required attention to detail, multi-tasking, strong time management skills, self motivation, building rapports, positive attitude, clear communication, and working together as a team to ensure a smooth closing
- Facilitated closing dates and times with sellers, buyers, lenders, and realtors
- Worked up figures alongside the lender to establish final figures for both sellers and buyers
- Facilitate closings and explain all closing documents answering any questions/concerns one may have.
- Communicated with customers to resolve common title issues.
- Created legal documents such as deeds, mortgages and leases based on title search results.
- 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.
Customer Service Supervisor
Kmart
03.1998 - 02.2021
- Helped customers complete purchases, locate items, and join reward programs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Worked with floor team and managers to meet wide range of customer needs.
Senior Account Manager
Accuform Signs Manufacturing, Inc.
11.2007 - 12.2015
- Responsible for handling all safety sign distributors in the Northeast Territory of the U.S.A
- Handled high volume emails, incoming/outgoing phone calls daily while maintaining a "YES I CAN" attitude
- Built rapport with distributors and end users to ensure they kept their business with us
- Worked directly with graphic artists, production, expediting, shipping, inside sales reps, and district managers
- After 2 years, promoted to Senior Account manager where I trained all new hires and account managers, took escalated phone calls, assisted coworkers with any questions/concerns, facilitated team meetings and team building exercises
- OSHA certified, Dale Carnegie customer service training
- Fast paced inside sales department which required multitasking, time management skills, positive attitude, attention to detail, and clear communication
- Excel spreadsheets, Microsoft word, Docusign.
Title Processor
Southeast Title of the Suncoast, Inc.
04.2004 - 02.2007
- Reviewed real estate contracts, lender orders, and title commitments to determine what's needed for a clear title
- Built positive rapports with realtors, sellers, buyers, and lenders via email, incoming/outgoing phone calls multiple times daily
- Ordered payoffs, property taxes, surveys, closing documents, prepared Satisfaction of Mortgages, closing documents via Microsoft Word, Docusign, and Landtech
- Fast paced office that required attention to detail, multi-tasking, strong time management skills, self motivation, building rapports, positive attitude, and working together as a team to ensure smooth closing
- Facilitated closing dates and times with sellers, buyers, lenders, and realtors
- Worked up figures alongside the lender to establish final figures for both sellers and buyers
- Facilitate closings and explain all closing documents answering any questions/concerns one may have.
Auto Loan Collector
Capital One Auto Finance
11.2001 - 04.2004
- Corresponded with debtors to negotiate and monitor payment plans
- Processed payments, negotiated payment plans to bring their account current, built trust with customer
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
- Found solutions and provided advice on ways for them to bring account current
- Note accounts accordingly with future payment plans and conversations.
Education
High School Diploma -
Central High Shool
Brooksville, FL06.1997
Skills
- 22 plus years of experience
- Attention to detail
- Multitasking in fast paced environments
- Positive attitude
- Self motivated with strong time management skills
- Leadership Skills
- Microsoft Word
- Excel
- Google Docs
- Docusign
- OSHA Certified
- Dale Carnegie customer service training
- Building Customer Rapport
- Strong Listening Skills
- Problem Solving and Communication
- Eager to learn
- Clear Communication
- Title Examination
- Document Review
- Real estate knowledge
- Accuracy and Precision
References
- Lynn Smith, Southeast Title of the Suncoast, Inc., 352-650-4065, lynnsmith@setitle.com
- Samantha Zara, Accuform Signs Manufacturing, Inc., 352-799-5434, samanthazara@accuform.com
- James Smith, Southeast Title of the Suncoast, Inc., 352-650-0095, jimsmith@setitle.com
Timeline
Title Processor/Closer
Southeast Title of the Suncoast, Inc.
12.2015 - Current
Senior Account Manager
Accuform Signs Manufacturing, Inc.
11.2007 - 12.2015
Title Processor
Southeast Title of the Suncoast, Inc.
04.2004 - 02.2007
Auto Loan Collector
Capital One Auto Finance
11.2001 - 04.2004
Customer Service Supervisor
Kmart
03.1998 - 02.2021
High School Diploma -
Central High Shool
Similar Profiles
Emily NoahEmily Noah
Director of Client Relations at Boston National Title/Agent's TitleDirector of Client Relations at Boston National Title/Agent's Title
Susan KhaSusan Kha
Policy Production Specialist at Western Title- Stewart Title (Remote)Policy Production Specialist at Western Title- Stewart Title (Remote)
Michael O'NeillMichael O'Neill
Title Examiner at Stewart Title Santa Fe/Formerly Prima Title, LLCTitle Examiner at Stewart Title Santa Fe/Formerly Prima Title, LLC
Marjorie J. GarciaMarjorie J. Garcia
Staff Accountant at Melting PotStaff Accountant at Melting Pot
Tiara PeckTiara Peck
Server/Bartender at Brian’sPlaceServer/Bartender at Brian’sPlace