Karen Lemon
Tustin,CA
Summary
Customer service and profit oriented professional whose sales expertise and effective account management has exceeded company objectives and projected revenue. Proven ability to develop innovative sales and customer service strategies. Motivated team leader experienced in team building, training and organizational structure.
Overview
24
24
years of professional experience
Work History
Client Services Manager
Debt Support Center, Inc.
10.2008 - 09.2023
- Delivered exceptional customer service to debt settlement clients leveraging extensive industry knowledge and creating welcoming, positive experiences.
- Performed management duties and provided servicing support to debt settlement clients in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and functions to maximize revenue, customer satisfaction and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Delivered outstanding service to consumers and affiliates to maintain and extend relationships for future business opportunities.
- Worked closely with management team to ensure efficiency and deliver services that support company objectives and consistent with company values.
Staffing Manager
Robert Half International Inc. (Accountemps)
08.2007 - 09.2008
- Responsible for placement of accounting and finance professionals within distinct businesses.
- Reviewed applications and resumes to support hiring activities.
- Recruited and hired employees for various accounting positions.
- Performed sourcing, interviewing, negotiations, and hiring.
- Recruited top talent to maximize profitability.
- Executed target marketing strategy aimed at relationship development and value proposition demonstration.
- Worked closely with business clients to assist in maintaining optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Loan Agent
CashCall, Inc.
11.2004 - 05.2006
- Responsible for handling high volume of calls in fast paced call center, taking prospective borrowers through application process, and maintaining contact with them from origination until funding of loan.
- Communicated with applicants to obtain loan application information and explain loan process.
- Analyzed applicant financial status, credit and property evaluation documents to determine loan eligibility.
- Obtained and compiled copies of applicant credit histories, financial statements and other financial information.
- Worked closely with underwriting and funding departments, provided necessary borrower documentation required by guidelines to ensure timely funding of loans.
- Implemented past client strategy aimed at long-term relationship building and increased production.
- Consistently exceeded funding goals and ranked amongst top funding agents.
- Key individual in development of Spanish department and team.
Director of Client Services
National Consumer Council (Solidium)
03.2002 - 05.2004
- Built department to revenue levels of over $1.3 million per month with development of team, service structure, and computer systems.
- Implemented company-wide service structure, service level agreements and compensation levels .
- Direct management client services, processing and administration support staff and provided support creditor and legal department heads.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Established performance and service goals and held associates accountable for individual performance.
- Supervised daily operations to maximize revenue, customer satisfaction and employee productivity.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Senior Loan Officer
National Consumer Council (London Financial Group)
02.2000 - 03.2002
- Consistently exceeded production goals reaching top funding record within 90 days of employment.
- Assisted prospective borrowers through loan process, from qualification through funding, adhering to guidelines set forth by various lenders and mortgage products for both 1st and 2nd mortgage loans.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Built strong rapport and relationships with clients and provided excellent customer service to prospective clients.
- Developed and maintained relationships with customers, lenders and other third parties.
- Collaborated with other departments to promptly process loan applications.
- Employed cross-marketing strategies and provided consolidation solutions for non-qualifying applicants.
- Consistently met or exceeded production expectations set forth by company.
- Collaborated with team members to maximize production.
- Assisted with new hire sales training.
Education
Vocational Nursing
Concorde Career Institute
Orange, CA1999
Skills
- Client Relationships
- Client Base Retention
- Customer Complaint Resolution
- Client Representation and Advisement
- Interdepartmental Collaboration
- Team Recruiting and Onboarding
- Operating Procedures and Policies
- B2B Sales
- Strategic Closer
- Account Management
- Consultative Selling Techniques
- Bilingual - Spanish
Timeline
Client Services Manager
Debt Support Center, Inc.
10.2008 - 09.2023
Staffing Manager
Robert Half International Inc. (Accountemps)
08.2007 - 09.2008
Loan Agent
CashCall, Inc.
11.2004 - 05.2006
Director of Client Services
National Consumer Council (Solidium)
03.2002 - 05.2004
Senior Loan Officer
National Consumer Council (London Financial Group)
02.2000 - 03.2002
Vocational Nursing
Concorde Career Institute
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