Barth Buchmann Email & Phone Number

Greater St. Louis Area

Under limited supervision, perform highly complex troubleshooting and resolution of telephone and internet customer care issues reported for customers and for internal IP network and more specifically:• Troubleshooting and resolution of inbound telephone and internet repair calls• Troubleshooting of telephone customer care issues (e.g. provisioning issues, switch related issues, and network related issues) • Advanced problem diagnosis, resolution and follow-up for inbound telephone and internet customer reported issues • Disposition trouble tickets (e.g. assigning or reassigning as critical, major outage, minor outage, etc.) • Initiate and implement appropriate changes within the telephone switch, as necessary • Resolution and follow-up of escalated telephone and internet customer service calls• Highlights:o Have been recognized with a customer compliment on several occasionso Highest Quality Score of 98.58% o Met or exceeded all 5 metrics several timeso Member of Assist Team notifying floor supervisors when agents exceed established time criteriao Provided assistance for the Tier II Escalation Team taking inbound calls from field technicians o Received a 100% Voice of The Customer Survey Rating many times

Town & Country, Mo

Supervise Level I, II & III staff in a call center who assist field technicians install and repair equipment for residential and commercial customers nationwide.

• Responsible for preparing all document packages and claim forms per mortgage insurance company specifications• Filing of claim form• Quality review and support for mortgage insurance claims that are a direct result of default resulting in foreclosure, deed in lieu or the short sale of loans that are serviced by Bank of America. • Utilize at least 6 different loan accounting software systems to compile documentation and prepare forms to submit claim for loss • Extensive use of MS Excel/Word/SharePoint/Document management system to complete tasks, track files.• Developed own tracking system to ensure files were accounted for and status reported to management on a daily basis.

St. Peters, Mo

• Learn the use of two different proprietary Loan Operating Systems depending on the requirements of the loan and how to input the correct information that would result in zero errors before being able to move it to the next task level.• Learn to navigate the vast array of knowledge that the company has to seek and find the information required to perform various tasks before reaching out to fellow workers or the Help Desk.• Part of initial group of employees that were trained on CRM, an upgrade from ACT, a client management software system used to stay in contact with past and prospective clients.• By providing expert product knowledge was able to find solutions to applicants’ long term mortgage goals using various types of loans including FHA, VA, FNMA, USDA, MHDC, Beyond Housing.• Work with other team members during the processing of loans to determine what was needed to satisfy individual guidelines, communicate those back to the client/customer and collected items as needed.• Proactively seek out new referral sources, replace non-producing sources and maintain relationships with established referral sources through a combination of outside and telemarketing sales calls.• Attend mortgage loan closing with clients to ensure customer satisfaction and successful loan closing.

• Use MS Word/Excel to track income production by creating spreadsheets containing custom formulas and linking formulas across spreadsheets, nesting cells, applying boarders, special shading effects.• Utilize DO/DU/LP to receive findings that would determine what documents to gather from client and uncover any potential Red Flag issues or other concerns that would need to be addressed early in process • By providing expert product knowledge was able to find solutions to applicants’ long term mortgage goals using various types of loans including FHA, VA, FNMA, USDA, MHDC, Beyond Housing and Reverse Mortgages.• Use third party loan software to process and prepare loan applications including Encompass, Encompass360 and Byte.• Assisted IT department in the setup and maintenance of equipment that was used in daily work tasks.• Use MS Publisher to provide expert product knowledge to both internal and external referral sources on Reverse Mortgages by writing quarterly newsletter.• Work with other team members during the processing of loans to determine what was needed to satisfy individual guidelines, communicate those back to the client/customer and collected items as needed.• Proactively seek out new referral sources, replace non-producing sources and maintain relationships with established referral sources through a combination of outside and telemarketing sales calls.• Attend mortgage loan closing with clients to ensure customer satisfaction and successful loan closing.

Assist clients/prospects by finding solutions to their borrowing needs using various types of laons including FHA, VA, FNMA, USDA, MHDC, Beyond Housing.

Provide knowledge/guidance to staff on tax questions. Perform public speaking on tax subjects. Assist District Manager.

• Used MS Word/Excel to track income production by creating spreadsheets containing custom formulas and linking formulas across spreadsheets, nesting cells, applying boarders, special shading effects.• Used proprietary loan software to process and prepare loan applications.• Used MS Publisher to provide expert product knowledge to both internal and external referral sources on Reverse Mortgages by writing quarterly newsletter.• Educated 30-60 new loan officers on a monthly basis on the features and benefits of Reverse Mortgages.• Worked with other team members during the processing of loans to determine what was needed to satisfy individual guidelines, communicate those back to the client/customer and collected items as needed.• Provided expert product knowledge to fellow team members in department for FHA/Fannie Mae mortgage related questions using both verbal and written communication skills.• Consistently completed 100 to 150 outbound sales calls on a daily basis resulting in annual loan production of approximately $4 million.• Attend mortgage loan closing with clients to ensure customer satisfaction and immediately resolve any conflicts that may come up.

Assisted clients/prospects by finding solutions to their borrowing needs using various types of loans from VA, FNMA, Alt-A, Home Equity Loans

• Expanded loan portfolio through outside sales calls on prospective and current clients• Exceeded annual production goal in less than 8 months• Successfully generated more than $40K loan fee income

Eagle Bank & Trust Company of Jefferson County• Built new loan portfolio exceeding goals though outside sales calls to clients / prospects• Cross-sold other commercial and retail products and services

Relationship Manager. Maintained exsiting loan portfolio, expanded current relationships & established new relationships.

Sr. Financial Services Representative, Financial Services Mgr., AVP/Br• AVP / Branch Manager – Last position held prior to leaving• Consumer Loan Representative – First position when initially hiredMajor career accomplishments include:• Successfully assisted in helping many first time home buyers purchase a home • Achieved personal goals by calling on current and prospective clients utilizing various techniques including cold calling, telemarketing and networking • Processed, underwrote and approved loan requests within authorized limits paying close attention to details to avoid documentation/compliance exceptions• Managed all aspects of retail bank branch operations achieving budget and production goals through training, motivation, mentoring and monitoring of goals and taking corrective action

Master Of Business Administration (Mba)

Bsba, Finance