____________________OBJECTIVE____________________

To obtain a telecommuting position that best utilizes my skills to the company's

advantage.
____________________SUMMARY____________________
ACCOMPLISHMENTS
Experienced mortgage call center manager
More than doubled business in less than one year for two prior employers
Working knowledge of IP telephony and IVR based systems
Computer hardware, software, and networking professional
Four years of increasing responsibilities in the mortgage industry.
CAPABILITIES
A recognized problem-solver and troubleshooter, able to meet challenging corpora
te goals.
A solid reputation for upholding high ethical standards and realizing corporate
goals and objectives.
Have demonstrated sound business judgments, decisiveness, and well-developed pla
nning, analytical, and communication skills at a consistently high level of perf
ormance in a variety of progressively responsible and challenging assignments.
Self-managing. Capable of handling unexpected situations.
____________________EDUCATION____________________
Bachelor of Arts, Music Performance, Minor: Dance
University of New Hampshire, Durham, NH
____________________WORK HISTORY____________________
Mar. 2009 - Dec. 2009 - General Manager
Getty Granite, Salem, CT
* Day to day operation of local granite company's sales and manufacturing, inclu
ding inventory tracking, opening and closing the store, rotating inventory and a
ssisting with advertising
* Research and implementation of new POS computer system for the company
* Managing sales staff and acting liaison between sales and manufacturing
* Handling customers in the store and phone
Jan. 2007 - Jan. 2009 - Advertising Account Executive
The Day, New London, CT
* Generating ad sales revenue through existing account base & prospecting for ne
w accounts
* Order entry of all ad sales
* Processing all ad copy through design department & proofing to customer
* Offering Custom Publications, Web Ads, Daily paper ads & Weekly paper ads
Jan. 2006 - Jan. 2007 - Ad Trafficking Coordinator
The Day, New London, CT
* Monitoring, tracking, and answering all questions related to all ads coming in
to and going out of the Advertising Services Department for the daily paper, nin
e weekly papers, and several custom publications as well as any commercial print
jobs sold by the retail advertising dept.
* Supporting 12 graphic designers and managing all workflow.
* Assisting data entry, when needed, with all order entry.
* Designing ads, when needed, using MultiAd Creator2 and Creator7, Adobe PhotoSh
op, and Adobe Illustrator
* Assisting manager and acting manager with day to day operation of the departme
nt.
Jan. 2005 - Sep. 2005 - Sales Rep
Symphonix, LLC, Eliot, ME
* Handled all inbound callers responding to direct response marketing campaigns
for several products.
* Utilized analytical skills and problem solving abilities to better service cli
entele.
* Assisted training department when needed by providing breakout classroom sessi
ons and live coaching.
Sep. 2003 - Jun. 2000 - Director, Administration and Training
Foxtons Financial, Inc, West Long Branch, NJ
* All Administrative functions related to the running of a successful mortgage c
ompany including but not limited to investor management, rate lock administratio
n and office management.
* Training - created or reviewed all training material presented, supervised tra
ining staff
* Compliance - required to stay current with all federal and state rules and reg
ulations in three states and maintain proper licensure for the company and loan
officers, direct liaison between the company and all state banking departments,
handled and responded to all consumer complaints on behalf of the company filed
through the various banking departments in a timely manner, archiving of all mor
tgage related files
* Direct support of the CEO - including but not limited to scheduling appointmen
ts and coordinating company sponsored after-work events.
Aug. 2002 - Aug. 2003 - VP, Project Development
Royal Mortgage Corp, Princeton, NJ
* Researching, designing and implementing all projects for the President of the
company including but not limited to: A complete overhaul of the voice and data
network and an expansion of the building to double the company's space.
* Managed current phone system and designed and supervised the installation and
programming of newer system including changing voice carriers and signals (POTS
to T-1)
* Desktop support issues
May 2002 - Aug. 2002 - Call Center Manager
Royal Mortgage Corp., Princeton, NJ
* All front end operations and day to day running of the call center? Creating n
ew relationships with business partners and lead generation sources
* Recruiting and hiring qualified candidates for all positions within the compan
y
* All call routing plans and phone system maintenance
* Played key role in choosing new phone system to handle recent growth
* Managed all computer network issues
Jan. 2000 - Jan. 2002 - Rapid Response Team Manager
MortgageSelect.com, Kingston, NY
* Created and ran two separate call centers within a larger Internet mortgage ca
ll center
* Supervised 35 employees and directly managed 15 of those
* Recruited, hired and trained entry-level staff who were often promoted to othe
r positions in the company
* Assisted in the design of existing call routing plans
* Assisted in the design of new phone system to replace current system
* Tasked with providing excellent customer service to several key business relat
ionships including co-brands and private labels such as Microsoft and AMICUS/CIB
C Oppenheimer
* Reviewed and ensured that all out-going documentation was accurate for over 30
sources of business
* Monitored productivity of support staff and loan officers
* Created and modified existing reports for executive level management for prese
ntations to current and future business partners