Tonya Craig
Cleveland,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
First American Mortgage Services
Cleveland , OH
10.2018 - 09.2022
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person, over phone and email to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Planned schedules and workflows based on expected customer demands.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Reviewed associate performance each week to identify training needs.
Replacement Policy Coordinator
First American Title Insurance Co
Cleveland , OH
06.2014 - 10.2018
- Acted as a liaison between the client and the production team
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Entered data, generated reports and produced tracking documents.
- Coached employees through day-to-day work and complex problems.
- Reviewed and quality controlled aged loan policies
Lead Property Title Researcher
First American Equity Loan Services
Cleveland , OH
08.2006 - 06.2014
- Reviewed legal documents such as mortgage loans, title liens and property easements to assess relevant property factors.
- Identified title encumbrances and detailed plans for correcting issues and clearing titles for planned changes.
- Contacted appropriate agencies to complete searches, order records and obtain documents.
- Prepared excel spreadsheets to communicate with clients on prior to recording issues
Lead Escrow Officer
First American Equity Loan Services
Cleveland , OH
08.2004 - 08.2006
- Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
- Returned executed loan packages to lender for review and approval in accordance with lender instructions.
- Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.
- Managed real estate closing process in compliance with applicable standards and legal requirements.
- Prepared and delivered projected HUD-1 settlement statements to lender upon request.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Senior Production Supervisor/ Legal and Vesting
First American Equity Loan Services
Cleveland , OH
02.2001 - 08.2004
- Resolved issues quickly to maintain productivity goals.
- Managed continuous improvement initiatives to drive gains in quality, flow and output.
- Reviewed work for quality and compliance with company standards and design specifications.
- Standardized production procedures, job roles and quality assurance guidelines.
- Addressed personnel issues and scheduling conflicts promptly.
- Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
Education
Bachelor of Science - Business Education
University of Phoenix
Tempe, AZ09.2013
Skills
- Flexible and Adaptable
- Multitasking Abilities
- Self-Motivated
- Teambuilding
- Excellent Communication
- Good Telephone Etiquette
Certification
- Licensed Notary Signing Agent
Timeline
Lead Customer Service Representative
First American Mortgage Services
10.2018 - 09.2022
Replacement Policy Coordinator
First American Title Insurance Co
06.2014 - 10.2018
Lead Property Title Researcher
First American Equity Loan Services
08.2006 - 06.2014
Lead Escrow Officer
First American Equity Loan Services
08.2004 - 08.2006
Senior Production Supervisor/ Legal and Vesting
First American Equity Loan Services
02.2001 - 08.2004
Bachelor of Science - Business Education
University of Phoenix
- Licensed Notary Signing Agent
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