Charles Clark
Covington
Summary
Astute Call Center and financial professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Workplace Planning Consultant
Fidelity Investments
02.2023 - Current
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Enhanced client satisfaction by providing personalized financial planning and investment advice through use of Fidelity tools.
- Consistently reached goal of 90+ dials per day and conversion rate of 40%. Consistently above national average in appointments set.
Mortgage Business Support Analyst
Freedom Mortgage/Alpha Technologies
08.2021 - 07.2022
- Fielded upwards of 75+ calls, chats and. emails per day, addressing associate errors, system glitches, and trouble shooting with hastily results while maintaining full confidentiality.
- Applied honed problem-solving and critical thinking skills to analyze and resolve issues impacting business operations and goal achievement.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Supported productivity increase and business growth through leadership, new hire training, and mentoring.
- Drove team success through shared vision and recognition of quality performance.
Mortgage Loan Officer
KeyBank National Association
07.2019 - 04.2021
- Worked with underwriters to correct application problems and resolve issues.
- Developed and maintained relationships with branch managers and personal bankers and served as their sole contact person for mortgage and home equity products in Connecticut, Massachusetts, Cincinnati, and Maine markets.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Successfully doubled number of closings from year prior while taking on responsibility of processing and resolving home equity applications
Mortgage Loan Officer
Fifth Third Bank
12.2017 - 07.2019
- Analyze customers' financial status, credit, and property valuation to determine loan feasibility.
- Selected to participate in branch/direct loan officer pilot where relationships were established and built with not only branch team members, but also their customers.
- Closed 45 loans for close to $8 million in revenue in first year of originating
- Mentored and trained multiple new hires on Empower loan system and typical day to day activities.
Mortgage Direct Sales Assistant
Fifth Third Bank
07.2017 - 12.2017
- Worked with loan officers to resolve customer problems, improve efficiency and provide exceptional customer service.
- Made upwards of 100 outbound phone calls per day in attempt to reach new customers regarding their mortgage servicing.
- Collaborated with Loan Officer's and created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Customer Service Representative
Cengage Learning
06.2010 - 07.2017
- Followed appropriate school district and state guidelines for order entry, returns, and technical support as account specialist for several critical customer projects.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained and mentored several new hire team members during 6 week training courses.
- Answered constant flow of customer calls with up to 110 calls per day.
Multi Channel Sales Associate
Best Buy
10.2013 - 03.2015
- Consistent top performer in upselling Geek Squad protection to customers for applicable products.
- Consistently exceeded sales goals of 1 credit card application per shift. Upwards of 8 applications during shift, close to store record at that time.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
Education
Business
Northern Kentucky University
Newport, KYHigh School Diploma -
Gallatin County High School
Warsaw, KY05.2007
Skills
- Detail-oriented
- Complaint Resolution
- Strong customer relations
- Team building
- Superior organization skills
- Excellent verbal/written communication skills
- Customer-oriented
- Eager to take on problem scenarios and turn them into positive customer experiences
Certification
- Licensed Series 7
- Licensed 66
Timeline
Workplace Planning Consultant
Fidelity Investments
02.2023 - Current
Mortgage Business Support Analyst
Freedom Mortgage/Alpha Technologies
08.2021 - 07.2022
Mortgage Loan Officer
KeyBank National Association
07.2019 - 04.2021
Mortgage Loan Officer
Fifth Third Bank
12.2017 - 07.2019
Mortgage Direct Sales Assistant
Fifth Third Bank
07.2017 - 12.2017
Multi Channel Sales Associate
Best Buy
10.2013 - 03.2015
Customer Service Representative
Cengage Learning
06.2010 - 07.2017
Business
Northern Kentucky University
High School Diploma -
Gallatin County High School
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