1. SUMMARY
HIGHLIGHTS
ACCOMPLISHMENTS
EXPERIENCE
ANGELA BRAWNER
12 Pueblo Circle, Indian Head, MD. 20640 | H: 240-486-4336 | C: 240-486-4336 |
brawnerangela@ymail.com
I want a highly rewarding career where I can use my skills and knowledge to help the company and
my coworkers be successful.
Over 3 years of experience
working as a Supervisor.
Over 10 years Customer Service
experience.
Over 5 years experience in a
financial institution.
Over 2 years of experience
working with mortgages, and
currently working as a Mortgage
Banking Specialist.
HAMP certified
Promoted three times in the last 4 years. Strong customer orientation and a
keen ability to work with a diversity of clients. Excellent problem solving,
leadership, and team building skills along with a strong proficiency in latest
technology.
09/2015 to Current Mortgage Loan Originator
Educational Systems FCU - Greenbel, MD
Interviews, takes applications, and processes preliminary
documentation on loan requests.
Discusses loan alternatives, credit criteria, interest rates, and loan
documentation in such a manner as to elicit positive responses from
members.
Advises members of loan approval or denial.
Explains loan denials precisely and clearly to members.
Enters application data in the Loan Origination System.
Submits processed loans to underwriter for action.
Maintains and continually updates mortgage pipeline report
Answers general and specific 1st and 2nd mortgage questions.
Establishes working relationships with local Realtors, attorneys and
professionals in the real estate community.
Represents the Credit Union at various mortgage related events.
Keeps abreast of changing mortgage lending policies and procedures.
Assists as needed in the day-to-day operations of the Mortgage
Department.
monitor all mortgage functions, and follows established procedures
04/2013 to 09/2015 Sr. Contact Center Representative II Head supervisor
Educational Systems FCU - Greenbel, VA
Drive and support a strong sales culture and performance in the Contact
Center.
Meeting and exceeding my individual sales expectations, being a
product knowledge expert
Create sales focus through the use of huddles.
Provide direction and/or training to the Contact Center team to ensure
sales practices are followed with consistency.
Mentor and coach the Contact Center team, Contact Center
2. Quality Service, and call monitoring.
Provide information including eligibility for membership, insurance
products, and loans with the Credit Union.
Acounts, interest rates, current dividend rates, current promotions, and
educates members on the use of Credit Union's products.
Respond to questions regarding problem resolution from the Contact
Center team, provide appropriate feedback and direction.
Respond and resolve more complex member problems and escalations
from Contact Center team. Communicates information in a manner
that safeguards the Credit Union and maintains positive member
relations.
High-level override authority.
Expertly handle routine member requests including processing outgoing
wires, issuing, ordering and status of ATM products.
Generate feedback and new ideas to aid in increasing service
effectiveness.
Assist in and support strong operational efficiency and effectiveness in
the Contact Center.
Process new membership, and new consumer loan applications, quality
control practices, sell and recommend the products and services.
Responsible for managing the day-to-day operations of the Contact
Center in Managers absence.
Support the Credit Union's membership and asset growth goals, act as a
sales and service role model for Contact Center staff.
08/2011 to 04/2013 Billing Center Supervisor (Promoted)
AT&T Access Worldwide - Falls Ch , VA
Managing a team of call center agents.
Answer questions, assist agents, take over trouble calls.
Monitor queue and track inbound calls, track abandonment rate;
Motivate and encourage agents.
Train agents.
Holding floor meetings, team reviews; review topics include: past
week's events, statistics, results and industry news.
Disseminate new product information, discuss a sales theme, points-
of-interest, introduce new staff members, present commendations.
Monitoring and evaluate.
Performance review and update agent files, corrective actions, track
agent clock in/out time, attendance, time correction, daily statistics,
paid time off, sick time, leave, etc.
Ensure that administrative bookkeeping is accurate, create and maintain
files on each agent as they relate to attendance, production, and
reviews.
Create weekly reports for project Manager.
Recruit, and Interview new staff.
Schedule residual training, departmental meetings, sales training, and
computer training, administer training programs for new hires and
existing staff.
Develop training documents that support call center operations,
develop contests, awards and themes that increase agents' loyalty and
focus.
Meet with Human Resources to review staffing levels and employee
issues, and meet with outside field staff to review upcoming events.
Ensuring that customers and clients are served well.
Fulfill sales goals and meet quotas.
Resolve problems with employees, handle customer complaints, deal
with technical issues, monitor calls, quality control, hold times, call
volume, performance targets.
Acting lead supervisor on weekends; monitor entire call center agents
and supervisors ensuring that the entire call center reaches its daily goals
and handling disciplinary problems among agents and supervisors,
time/corrections and adjustments for all agents and supervisors.
3. 07/2011 to 04/2013 Service/Independent Retail Sales Representative/ field lead
Aidells Sausage Co - VA
Serves as the face of Aidells to customers in the field.
Responsible for performing demonstration events
Build awareness of the Aidells brand, communicate Aidells' unique value.
E
Encourage initial trial of Aidells' products including, generate increased
sales.
Engage with the public.
Work independently
07/2011 to 01/2012 Promotions Representative
American Express Dulles Airport - Sterling, VA
Credit card upgrades
New CC applications
Promote new products
Answer customer questions
Meet sales quotas
09/2010 to 07/2011 Admin. Assistant
Esther's Touch Daycare - Indian Head, VA
Create budget
Update childcare, and licensing forms t
Tax preparation
Prepare all informative letters and parent corespondents
Clerical duties; typing, faxing, etc..
Processes payments and receipts
09/2008 to 02/2010 Consultant
Freddie Mac/ Corestaff - Mclean, VA
Close/ settle non performing loans
Reconcile provided documents for monthly income calculations
Reconcile unpaid principle balance on loan modifications
Data entry WPII and LMWS
Approve and extend terms for loan modifications within signature
authority
Expedite closings on modifications and pre foreclosure sale by
accounting deadline
Order BPOs, credit reports, HUD ones, and review bank statements
Adjust borrowers expenses
Verify all documents are received, assist underwriters with pipe line
Assist with system trouble-shooting; test system via VPN
Help train new employees and servicers on Make Home Affordable
Program (HAMP)
Income Calculations
File preparation
Create/maintaining spread sheets
Reviewing and correcting problem loans
Entry level Titling, and Archiving experience
Various other administrative task.
01/2008 to 05/2008 Data entry/Admin. Assistant
National Association of Child Care Resource - Arlington, VA
Answer phones
Data entry
Assist clients with account issues
Front desk
Create and update files
Renew accounts
Mailroom
Various administrative task.
4. EDUCATION
SKILLS
05/2005 to 11/2007 Baggage service agent
American Airlines - Arlington, VA
Assisting customers with issues
Handle office mail
Administer customer vouchers
Process claims
Filing/ light office work
Data entry
FedEx packages intake
Receiving
PPS shipments
Baggage belts, light lifting
Arranging hotel, and ground transportation accommodations
Updating claims, Following up with customers
Notifying passengers on flight arrivals, changes, delays, or cancellations.
Answering phones, and various other administrative duties
09/2002 to 04/2004 Consultant
Parexel Bristol Myers - Centerville, VA
Data entry, answer phones, spreadsheets, e-mailing doctors, typing,
faxing information to doctors, customer service, recruiting, sales, call
center environment, cross selling, cold calls.
Shontere Restoration: Handel /sort office mail, faxing, filing invoices,
dictation, typing, setting and confirming appointments, hiring outside
companies, billing, and assisting office manager, and various
administrative tasks.
10/1998 to 01/2002 Teller
Bank of America - Waldorf, VA
Balancing/ settling a cash drawer
Check cashing, deposits/withdrawals
Open and close branch
Drive thru
Customer Service
Referring bank products/sales
Issuing Certified Checks
Handle commercial accounts
Issue money orders, savings bonds
Processing SMECO payments
Various other administrative task.
2002 Integrated Business
TESST College of Technology - Alexandria, VA
Select One: General
PGCC Prince Georges Community College - Largo, MD
Cash handling
Financial analysis
Financial forecasting
MS Excel expert
Detail-oriented
Equity and fixed income research
Analytical
Expert in MS Office Suite
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Large cash/check deposits expert
Top sales performer
5. Telephone inquiries specialist
Customer service expert
Opening/closing procedures
Conflict resolution techniques
Meticulous attention to detail
Management of remote employees
Skilled multi-tasker
MRP and SABLE proficiency
Training and development
Scheduling
Deadline-oriented
Excellent communication skills
People-oriented
Excels in team leadership
Excellent time management skills
Excellent work ethic
Strong interpersonal skills
Proofreading
10Key