MORTGAGE BANKING DOCUMENT MORTGAGE BANKING DOC OPS SPECIALIST Summary Ability organize multi-task fast paced environment; possess ability prioritize workload operate effectively efficiently minimal supervision. Ability think analytically creatively response problem Knowledge commercial loan pricing, credit policies, procedures, practices, documentation. Ability willingness train present small large audiences varying sophistication complex concepts manner easily understood. Highlights SAP, Lotus Notes, Team Leader Administrative support communications training, Research, Reporting, Negotiation Skills, Organization Interpersonal skills, team work dedication. Proficient strong PC skills scheduling software, Windows XP, Microsoft Word, Excel, Access, PowerPoint, Excellent interpersonal, oral/written communication partnering skills. Experience Mortgage Banking Document Mortgage Banking Doc Ops Specialist March 2009 Current Company Name City State Update procedures needed support team lead functions reporting. Monitor documents daily mortgage banking customers. Preparation paid mortgage files updating identified pay tracking system, research websites, internal systems, along performing daily functions displaying professionalism, time management skills, organizational skills. Create maintain productivity reports tracking databases. Test new reporting tracking systems. Work closely department channels, management, automation resolve multitude complex issues provide testing results. Monitor reports queues Lien Release Customer Care Workbench inbox manual add accounts payoff tracing system. Provide training peers new functions processes. Workforce Management Analyst July 2007 August 2008 Company Name City State Responsible entering reporting Customer Care Professional schedule exception activity. Communicated information Call Service team regards company's department news, policies, procedures, new initiatives. Analyzed test results calls forecasting scheduling purposes. Partnered various management teams share responsibility meeting service level response time objectives across contact channels; utilizes scheduling software tools managing workforce-related tasks ensuring effective efficient utilization resources. Responsible assisting management business unit productivity goals providing accurate forecasting, staff calculations, staff schedules management reports. Assist management monitoring adherence, staffing activity updating system needed. Provided training peers new functions processes. Developed maintained employee work schedules based capacity requirements Sales Service Loss Reporting Unit phone processing staff. Produced weekly schedules 100+ Customer Service Representatives based forecasted volume workload ensure adequate staffing levels phone, email chat contacts. Managed call outs, paid time overtime hit labor budgets. Officer Manager December 2006 March 2009 Company Name City State Certified trainer income tax preparation H&R Block. Advised employees updated annual changes received IRS. Answered customer calls. Worked directly lenders concerning income tax return checks fees. Thoroughly examined analyzed financial records individual businesses advised best way file state federal taxes; Tax preparer needed. Containment Quality Inspector January 1999 April 2007 Company Name City State Separated non-conforming parts ensure guidelines quality guidelines met. In support direction quality engineers, supervisors, technicians, used proven techniques evaluate hardware documentation, performs laboratory procedures, inspected products, measures process performance, records data, prepares formal reports. Produced forward automotive lighting training peers new operation functions. Education Bachelors Business Administration Computer Information Systems Northeast Louisiana University Computer Information Systems Master Business Administration Human Resource Management University Phoenix City State Human Resource Management Associate Applied Science Process Technology Louisiana Delta Community College City State Process Technology Skills Administrative support, automation, automotive, banking, budgets, interpersonal, Interpersonal skills, oral, hardware, Customer Service, Customer Care, databases, direction, documentation, email, financial, forecasting, laboratory procedures, team lead, Team Leader, lighting, Lotus Notes, managing, Access, Excel, PowerPoint, Windows XP, Microsoft Word, Negotiation, organizational skills, PC skills, policies, processes, quality, reporting, Research, Sales, SAP, scheduling, staffing, tax, taxes, Tax preparer, tax preparation, team work, phone, time management, trainer, websites, Workbench, written communication