JAMES WALLACE
Mesa
Summary
Dedicated customer service professional adept at managing diverse customer interactions in dynamic settings. Proven track record of meeting and exceeding customer satisfaction targets through effective communication and problem resolution. Highly skilled in navigating high-volume customer inquiries with a commitment to delivering exceptional service. Strong organizational and teamwork abilities, combined with self-motivation and reliability, contribute to a positive and customer-focused approach in every interaction.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SRP
Queen Creek, AZ
03.2024 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and fostering positive relationships.
- Managed complex customer accounts, processing requests and troubleshooting issues proactively.
- Streamlined communication processes between departments to enhance service delivery efficiency.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Mortgage Servicing Professional
Cenlar FSB
Tempe, AZ
05.2023 - 03.2024
- Consistently managed high-volume customer calls, providing comprehensive support and addressing inquiries related to mortgage servicing.
- Achieved a notable accomplishment by consistently taking the highest number of calls in the company every month.
- Successfully navigated and resolved customer concerns amidst a fast-paced environment, demonstrating excellent communication and problem-solving skills.
- Trained in web support, proficiently assisting customers with online tools during periods of increased call volume.
- Demonstrated versatility in handling diverse responsibilities within mortgage servicing, contributing to overall customer satisfaction.
- Proven ability to adapt and learn new technologies, enhancing support capabilities and ensuring efficient web-based assistance.
Account Executive
Future Foods
Mesa, AZ
09.2022 - 02.2023
- Accomplished Account Executive at Future Foods with a proven track record in virtual restaurant solutions.
- Specialized in driving sales initiatives and promoting the adoption of cutting-edge virtual restaurants within existing business portfolios.
- Demonstrated expertise in building and nurturing client relationships, understanding unique needs, and strategically positioning Future Foods' innovative offerings.
- Consistently surpassed sales targets, contributing to substantial revenue growth and establishing Future Foods as a leading player in the virtual restaurant industry.
Loan Processor
WeMortgage
Scottsdale, AZ
11.2021 - 04.2022
- Orchestrated file preparation for final clear-to-close under the guidance of branch management.
- Executed pre-funding and funding activities for a monthly volume of over 40 loans.
- Maintained strict confidentiality, adhering to release guidelines for all submitted information.
- Collaborated seamlessly with Loan Officers to ensure timely and accurate service delivery for clients across the entire mortgage process.
- Expertly managed and addressed conditions forwarded from underwriting departments.
Mortgage Loan Processor
Caliber Home Loans
Chandler, AZ
06.2020 - 10.2021
- Prepared file for final clear-to-close by branch management.
- Conducted pre-funding and funding activities for over 40 monthly loans.
- Uphold complete confidentiality of all submitted information according to release guidelines.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Handled any conditions sent from underwriting departments.
Senior Account Manager II
Loandepot
Scottsdale, AZ
09.2019 - 06.2020
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Evaluated approvals against established bank and government lending standards.
- Handled any conditions sent from underwriting departments.
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Coordinated closing process with attorneys, title companies and government clerks.
- Provided quick turnaround times to maintain fast pace schedule.
- Processed loans within various departments to achieve timely, accurate and fair proceedings.
Sales Coach
Oscar Health Insurance
Tempe, AZ
10.2016 - 06.2019
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Managed recruitment, training and development for highly effective sales team.
- Designed and implemented sales training program and documentation.
- Developed and led group training courses to align with corporate sales and service goals.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Conducted onboarding and training for rapidly growing team, introducing 15 new employees to sales floor each month.
Education
High School Diploma -
Sandra Day O'Connor
Phoenix05.2007
Skills
- Application submission expertise
- Workflow optimization
- Understanding of insurance principles
- Assessment of financial documentation
- Service excellence
- Proficient in handling multiple tasks
- Interpersonal Communication
- New hire retention
- Sales team development
- Effective written communication
- Mortgage loan processing
- Effective team collaboration
Timeline
Customer Service Representative
SRP
03.2024 - Current
Mortgage Servicing Professional
Cenlar FSB
05.2023 - 03.2024
Account Executive
Future Foods
09.2022 - 02.2023
Loan Processor
WeMortgage
11.2021 - 04.2022
Mortgage Loan Processor
Caliber Home Loans
06.2020 - 10.2021
Senior Account Manager II
Loandepot
09.2019 - 06.2020
Sales Coach
Oscar Health Insurance
10.2016 - 06.2019
High School Diploma -
Sandra Day O'Connor