Andrea Deely
Glendale,AZ
Summary
Results-driven leader with over 10 years of progressive leadership experience, specializing in transforming high-potential staff into exceptional leaders. Proven ability to implement innovative strategies that enhance operational efficiency and drive financial success. Expertise in fostering a collaborative team environment that encourages creativity and critical thinking, essential for achieving organizational goals. Committed to delivering measurable results through effective management and a focus on continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Mortgage Loan Officer
USAA Federal Savings Bank
Phoenix, AZ
10.2019 - 12.2022
- Evaluated borrower creditworthiness to determine loan eligibility and risk factors.
- Analyzed financial documents to ensure compliance with underwriting standards and regulations.
- Guided clients through mortgage application process, providing clear explanations of options and requirements.
- Collaborated with real estate agents and industry professionals to facilitate smooth loan closings.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
Retention Specialist
Cox Communications
Phoenix, AZ
04.2019 - 09.2019
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
- Utilized various sales techniques to develop relationships with customers and drive sales
- Built customer loyalty and retention by delivering excellent experiences
- Managed approximately 30-45 incoming calls per day from customers
Operations Manager
Progrexion
Phoenix, AZ
10.2013 - 02.2019
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee
- Established and administered annual budget with effective controls to prevent overage, minimize burn rate and support sustainability objectives
- Conducted performance reviews each quarter, offering praise and recommendations for improvement
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans
- Built, supervised and mentor 7 teams and leaders in receiving and inbound operations
Customer Relations Specialist
Stream Global Services
Phoenix, AZ
07.2012 - 09.2013
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Compiled customer feedback and recommended service delivery improvements to management
- Performed cold-calling and follow-ups with leads to secure new revenue
- Set up appointments with potential and current customers to discuss new products and services
- Developed and implemented sales strategies to increase revenue
Senior Account Manager
Discover
Phoenix, AZ
05.2010 - 04.2012
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Tracked sales data to assess trends and make proactive strategy changes.
Cashier
Sears
Phoenix, AZ
02.2007 - 07.2009
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Consistently met upsell goals by highlighting target merchandise with strategic promotional approaches
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Resolved issues with POS systems, card readers and receipt printers to prevent customer delays
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
Education
High School Diploma -
Shadow Mountain High School
Phoenix, AZ05.2009
Maricopa Community Colleges, Glendale Community College
Glendale, AZSkills
- Lead prospecting
- Highly competitive
- Business planning
- Risk analysis and management
- Interviewing and prescreening
- Employee onboard and orientation
- Training and development
- Payroll administration
- Strategic planning
- Sales and marketing
- Operations management
- Verbal and written communication
- Detail-oriented
- Goal-oriented
Certification
- First Aid/CPR Certified/AED
- Level One IVP - Fingerprint Clearance Card
Timeline
Mortgage Loan Officer
USAA Federal Savings Bank
10.2019 - 12.2022
Retention Specialist
Cox Communications
04.2019 - 09.2019
Operations Manager
Progrexion
10.2013 - 02.2019
Customer Relations Specialist
Stream Global Services
07.2012 - 09.2013
Senior Account Manager
Discover
05.2010 - 04.2012
Cashier
Sears
02.2007 - 07.2009
High School Diploma -
Shadow Mountain High School
Maricopa Community Colleges, Glendale Community College