SUSAN CRANE
Orlando,FL
Summary
Professional with strong background in managing and assessing collateral, ensuring compliance, and mitigating risk. Adept at team collaboration and achieving results, consistently delivering reliable performance and adapting to changing needs. Skilled in financial analysis, documentation review, and client communication, possessing keen attention to detail and problem-solving mindset.
Overview
9
9
years of professional experience
Work History
Collateral Specialist
Taylor Morrison Home Funding
Maitland, FL
11.2024 - Current
- Analyzed collateral documentation for compliance with company policies and regulatory standards.
- Coordinated the review process of loan files to ensure accuracy and completeness.
- Assisted co-departments with various tasks during high volume to ensure deadlines were met
- Developed and maintained relationships with customers, lenders and other third parties.
- Developed training materials for new team members on collateral review procedures.
- Streamlined workflow processes to enhance efficiency in collateral management operations.
Overnight Front Desk Agent
Loews Hotels & Co
Orlando, FL
01.2022 - 10.2024
- Supported sales efforts through upselling rooms, amenities, or special packages.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Maintained records of guest information, payments, and reservations using Opera, while implementing effective filing systems.
- Managed nightly financial transactions and reconciliations to ensure accuracy in reports.
- Supervised front desk operations, enhancing guest satisfaction through effective communication and problem resolution.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Answered questions and addressed, resolved, or escalated issues to management personnel.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies promptly.
- Trained fresh staff members in customer service techniques and hotel operations.
- Analyzed all data from day-to-day operation, such as room rates, receipts, team members, MOD logs, room, and movie charges, as well as cabana rentals.
- Displayed proficiency in various computer systems such as Opera, HotSOS, Amadeus, Kipsu, Alice, Excel, Word, PowerPoint, and Workday.
Vacation Planner
Universal Orlando
Orlando, FL
01.2021 - 01.2022
- Enhanced customer satisfaction by providing personalized vacation planning services tailored to individual needs and preferences.
- Stayed current on industry trends to provide up-to-date information and advice on destinations, accommodations, and activities.
- Developed customized itineraries based on client interests and budget constraints, maximizing enjoyment while minimizing costs.
- Increased agency revenue by upselling additional services such as excursions, tours, and travel insurance when proper.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Demonstrated record keeping abilities when working on the inventory team in charge of all physical ticket and sales media for Universal Orlando Resort.
Front of House Trainer
Blue Man Group
Orlando, FL
01.2017 - 01.2020
- Facilitated hands-on learning opportunities for trainees, ensuring they gained practical experience essential for their roles.
- Addressed customer complaints with professional demeanor while using communication and problem-solving skills to resolve issues.
- Developed customized training materials to address specific needs of the front-of-house staff.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Established strong rapport with team members, cultivating trust and open lines of communication vital for successful collaboration.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Streamlined communication between front-of-house and back-of-house teams to ensure smooth operations during peak hours.
- Planned and executed promotions and special events in close collaboration with management.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Displayed proficiency in computer operation systems such as Galaxy, Star, Clover Go, and POS.
Skills
- Loan servicing
- Risk mitigation strategies
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Attention to detail
- Reliability
- Organizational skills
- Adaptability and flexibility
- Microsoft office
- Data entry
- Computer literacy
- Loan documentation
Timeline
Collateral Specialist
Taylor Morrison Home Funding
11.2024 - Current
Overnight Front Desk Agent
Loews Hotels & Co
01.2022 - 10.2024
Vacation Planner
Universal Orlando
01.2021 - 01.2022
Front of House Trainer
Blue Man Group
01.2017 - 01.2020