Sales Support Manager

Posted on: 2008-12-05

CARMEN LEVY 15906 Los Sedona • Helotes, Texas 78023 210-372-0911 • [email protected] Qualifications for Executive-Level Management PROFILE Goal and target driven professional with over 15 years of progressively responsible management experience in support of special projects, sales/marketing, training, and quality assurance initiatives. Motivated by challenge; excels independently or within highly collaborative team environments. Applies outstanding strategic thinking, analytical, and problem solving skills to identify core improvement and quality control issues and design program solutions that advance production and customer satisfaction goals. Bilingual: English and Spanish. SELECTED ACCOMPLISHMENTS • Developed and implemented sales training materials that were utilized by other training departments within an organization. • Achieved and maintained superior Gallup Poll Survey results, resulting from careful coaching and counseling sessions along with specific training. • Averaged between 25-35 funded loans per month worth $15M each with exceptional customer service results. • Consistently rated as a top producer for sales of multiple product lines. • Earned President’s Club distinction in 2000 for being one of the top sales representatives. • Distinguished as having achieved the highest production and quality results numerous times during 2000-2005. CAREER TRACK WACHOVIA MORTGAGE (FORMERLY WORLD SAVINGS) Sales Support Manager, Preferred Customer Loan Center 2004 to Sept 2008 Provides overall support to operations and systems serving 150 loan officers and 27 managers. Develops and delivers classroom training and sales materials regarding sales and product rollouts, system enhancements, etc. Resolves escalated customer service issues relating to sales and underwriting, from initial application to full loan funding. Tracks and maintains reports for audit purposes. Provides analytical reporting regarding call center statistics (inbound and outbound calls, number of agents required, and time studies to predict the highest call volume). Works closely with the SVP of Client Relations to ensure that Gallop Polls are favorable and that each customer receives exceptional service. As an underwriting manager, serves as a nationwide signing authority for $1M. Extensively reviews credit reports, income documents, appraisal evaluations, and preliminary title reports. Community Loan Underwriting Manager, Savings Branch Loan Operations Center 2003 to 2004 Supervised processors and provided support to the sales manager, underwriting, and loan closings for a territory that included Northern California, wholesale, and retail customers. Quality Underwriting Manager, Savings Branch Loan Operations Center 2002 to 2003 Designed and implemented a platform for tracking and reporting as well as training sales associates. Created error trends reports and implemented underwriting interpretation guidelines. Community Loan Underwriting Manager, Internet Loan Group 2000 to 2002 Supervised a large team of 12 underwriters, 10 processors, and 1 manager in all facets of daily production to support the national Internet customer base. Managed, tracked, and monitored call quality. Trained associates on sales and marketing techniques. Loan Officer, Telefinance Loan Center 1999 to 2000 Sold and marketed loan products to retail customers, real estate agents, and homebuilders. Team Manager, Loan Service 1996 to 1999 Successfully managed two groups, the Assumption department with seven specialists, which generated its first-ever profit ($1M), and the Delinquent Tax department with 12 specialists, which achieved less than 1% in delinquencies reporting—the lowest level of tax delinquency the company had ever seen. HUMANA HEALTH PLANS Business/Project Manager 1995 to 1996 Worked on several projects to support financial recovery and business trends. Worked with the project team to design policies and procedures that would provide uniformity to all the offices and system enhancement requirements for the technical support team. BENEFIT PLANNERS INC. Consultant 1994 to 1995 Managed short-term disability claims disbursements. Conducted group reporting, training, and supervision of business analyst teams. Worked closely with business owners to review quarterly and annual reports regarding claim expenditures. AETNA HEALTH PLANS Group Production Manager 1986 to 1994 Provided leadership and oversight of a production team of 28 examiners for the company’s third largest account that consisted of greater than 100,000 lives. EDUCATION Bachelor of Arts, Our Lady of the Lake University