Theresa (Terri) Twells

Job Summary: State Farm Agent Team Member -professional interested in helping our business grow through value-based conversations and remarkable customer experience. A motivated self starter who thrives in a fast-paced environment.

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Resolved customer problems and complaints.
• Kept reception area clean and neat to give visitors positive first impression.
• Received and routed business correspondence to correct departments and staff members.
• Corresponded with clients through email, telephone, text and/or postal mail.
• Delivered clerical support by handling range of routine and special requirements.
• Scheduled and confirmed appointments and meetings for senior management team.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.

Job Summary : Handling a myriad set of circumstances which takes time and patience. From opening and closing procedures to Front Desk Main Duties and Responsibilities.

• Managed over 50 client calls per day.
• Welcomed office visitors and alerted staff to arrivals of scheduled appointments. by consistently updating customer information.
• Print out schedules for following days appointments. As well as individual Providers' schedules per their requests'.
• Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
• Check clients' insurance status and Financial Responsibility Form
• Call clients to remind of appointments for "next" day. Inform that if FRF is needed, to please bring current documentation
• Assist Clients and Providers with making appointments, rescheduling, etc...Keep track of clients' appointments that are no-show, or cancellation - following protocol
• Make conference room reservations for Case Managers and Therapists, as well as other staff per request
• Keep eyes and ears alert - for safety purposes - with clients' presence-either in lobby or with Providers. Call Security Team as needed
• Assist with Medical Records occasionally
• Maintain neat and clean lobby and common use areas
• Provided ease of access and navigation for important data by compiling, organizing and uploading organizational documents to County of Marin database.
• Provided clerical support, addressing routine and special requirements.
• Interacted with customers by phone, email or in-person to provide information.

Job Summary: Shows and lease apartments, town homes to prospective residents and supports property's marketing plan for Enclave at Adobe Creek located in Petaluma, CA

• First line contact with Residents, Vendors and Walk in Clientele. Managed over 50 calls per day.
• Responsible for maintaining work areas and office in clean and orderly manner; need to have awareness of "curb appeal" of property
• Thorough knowledge of lease terms, specifications and all community policies
• Knowledgeable of required telephone and sales techniques
• Knowledgeable of current market conditions
• Fully informed of current rental rates, sizes, locations and all amenities of property
• Maintain contact with all apartment locator services and local businesses to provide informational material
• Develop full knowledge of application information required, screening processes and policies regarding rentals
• Develop and maintain on-going resident retention program under direction of Community Manager
• Responsible to play active roll in renewal process
• Responsible for proper maintenance of all resident and property files
• Efficient and timely processing of all required administrative forms, reports and related information
• Responsible for reporting unusual or extraordinary circumstances regarding property or residents
• Courteous, efficient handling of resident requests and complaints
• Composed and drafted all outgoing correspondence and reports for managers
• Verified tenant incomes and other information before accepting lease applications.
• Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
• Collected rent and tracked resident payments and information in computer system.
• Escalated major issues to property manager for immediate remediation.
• Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners and other services.
• Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.

Job Summary: Responsible for prompt and accurate shipping of sold loans to investors

• Follow up with investor suspense notices
• Call investor if not satisfied by website explanation
• When there is suspense issue Post Closing determines which department to contact and how to resolve issue
• Post Closing also communicates with Insurance Companies, Brokers, Borrowers, Title Companies, First California Mortgage Company Quality Control Department etc.
• Update loan origination system accurate status code, dates and appropriate memoranda
• Ensure all input posts properly
• Escalate unresolved problems to Team Leader
• Perform miscellaneous duties and special projects as assigned by Team Leader or other department management staff
• Checked accuracy and completeness of all paperwork
• Prepared loan packages and closing instructions for bank employees.
• Produced and submitted completed loan packages to title and escrow professionals.
• Consulted with outside vendors to identify and resolve loan closing issues.
• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
• Assessed customer account histories to determine previous compliance with payment plans and loan terms. 75% of over telephone customer service.
• Set up, stored and updated customer files, department records and regulatory paperwork.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.