Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Lauren Humphrey

Owensboro

Summary

Dynamic Customer Support Specialist with a proven track record at US Bank Mortgage, excelling in conflict resolution and effective communication. Recognized for enhancing customer satisfaction through meticulous attention to detail and timely issue resolution. Committed to delivering exceptional service while fostering team collaboration in high-pressure environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Mortgage Underwriter

US Bank Mortgage
Owensboro
11.2011 - Current
  • Ensured all underwriting activities complied with company policies and external regulations.
  • Verified accuracy of documentation such as income statements, tax returns, bank statements and other related documents.
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
  • Maintained mortgage program compliance with federal agencies such as FREDDIE and FNMA.
  • Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
  • Developed and maintained relationships with investors to drive compliance with guidelines.
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
  • Approved or denied loans based on established criteria and underwriting guidelines.
  • Monitored pipelines to track and log status of loans.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
  • Responded proactively and positively to rapid change.

Server

Applebee's Grill + Bar
Owensboro
05.2018 - 05.2020
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
  • Delivered food orders promptly and courteously.
  • Provided exceptional service to high volume of daily customers.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Informed customers of daily specials and signature menu items.
  • Checked food before serving it to customers.
  • Assisted in training new servers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Server

Another Broken Egg
Owensboro
03.2016 - 02.2017
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
  • Delivered food orders promptly and courteously.
  • Provided exceptional service to high volume of daily customers.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Informed customers of daily specials and signature menu items.
  • Checked food before serving it to customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Some College (No Degree) -

Owensboro Community And Technical College
Owensboro, KY

Skills

  • Customer support
  • Effective communication
  • Conflict resolution
  • Time management
  • Team collaboration
  • Service excellence
  • Problem resolution
  • Attention to detail
  • Organization
  • Friendly, positive attitude
  • Multitasking

Certification

Previously certified through servsafe and looking to re certify!

References

References available upon request.

Timeline

Server

Applebee's Grill + Bar
05.2018 - 05.2020

Server

Another Broken Egg
03.2016 - 02.2017

Mortgage Underwriter

US Bank Mortgage
11.2011 - Current

Some College (No Degree) -

Owensboro Community And Technical College

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Lauren Humphrey