Michael Schlickman
Gilbert
Summary
Detail-oriented professional with extensive experience in the title and escrow industry and customer experience. Skilled in managing complex transactions, resolving title issues, and using software like ResWare, FAST, Zendesk, and Adobe to enhance workflows and client satisfaction. Proven ability to collaborate with cross-functional teams, including mortgage lenders and offshore teams, to ensure on-time closings. Strong leadership experience, including mentoring team members and driving process improvements to increase efficiency and meet performance goals in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Resolution Specialist
Endpoint Closing
01.2025 - Current
- Manage residential escrow transactions from title commitment through policy issuance.
- Research and resolve complex title issues to ensure clear title and timely closings.
- Utilize ResWare, FAST, Zendesk, and Adobe to track files, verify documents, and coordinate wire transfers.
- Collaborate with mortgage lenders, offshore teams, and cross-functional departments to resolve escalations.
- Review and approve legal documents such as deeds, trusts, and corporate resolutions.
- Maintain and update internal SOPs using Notion and SharePoint.
- Partner with BizOps and engineering teams to improve software and workflows for greater efficiency.
Senior Customer Experience Representative
Endpoint Closing
08.2022 - 01.2025
- Worked closely with leadership to support department operations and team development.
- Assisted with client onboarding and Earnest Money Deposits.
- Managed and resolved escalated customer inquiries using ResWare, FAST, and Zendesk.
- Mentored and trained junior representatives; contributed to continuous process improvements.
- Identified customer trends and collaborated with internal teams to optimize service.
- Assisted with managing an internal Slack channel that triaged and addressed technical issues.
- Utilized AWS and Cognito to troubleshoot and support technical problems and ensure seamless operations.
Customer Experience Representative
Endpoint Closing
03.2021 - 08.2022
- Delivered responsive support to clients throughout the escrow process.
- Assisted with onboarding, deposits, and general transaction updates.
- Managed inquiries and workflows using ResWare, FAST, and Zendesk.
- Helped implement new service strategies and workflow enhancements.
Loan Advisor
Bridgecrest
Mesa
11.2019 - 03.2021
- Balanced customer service with achieving collection performance goals.
- Educated customers on loan terms and provided payment solutions.
- Consistently exceeded monthly targets and contributed to team strategy planning.
Server
Culinary Dropout
03.2019 - 11.2019
- Provided high-quality service in a fast-paced upscale restaurant environment.
- Expertly managed multiple tables and customized guest experiences.
Manager
Chili's Bar and Grill
05.2018 - 03.2019
- Oversaw daily restaurant operations and managed front- and back-of-house teams.
- Handled inventory, scheduling, and financial reporting.
- Motivated staff to deliver consistent, high-level customer service.
Education
Associate of Arts - Film
Scottsdale Community College
12.2020
Skills
- Adept problem-solving
- Critical thinking
- Strong communication
- Collaboration skills
- Goal-oriented
- Attention to detail
- Organization and time management skills
- Ability to thrive in fast-paced environments
- Proficient in Microsoft Office
- Proficient in ResWare
- Proficient in FAST
- Proficient in Zendesk
- Proficient in Notion
- Proficient in SalesForce
- Proficient in Adobe
- Skilled at managing multiple priorities
- Skilled at managing tasks under pressure
- Customer-focused
- Drive to create effective solutions
Timeline
Resolution Specialist
Endpoint Closing
01.2025 - Current
Senior Customer Experience Representative
Endpoint Closing
08.2022 - 01.2025
Customer Experience Representative
Endpoint Closing
03.2021 - 08.2022
Loan Advisor
Bridgecrest
11.2019 - 03.2021
Server
Culinary Dropout
03.2019 - 11.2019
Manager
Chili's Bar and Grill
05.2018 - 03.2019
Associate of Arts - Film
Scottsdale Community College
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