Cathy Vo Email and Phone Number

Processed 50-70 loan applications per month, funded 35-45 loans per month, 80% loans funded less than 30 days. Worked closely with Underwriter, Loan Officer and Funder to resolve issue and meet closing deadlines. Collected and reviewed loan required documents such as Titles, HOA, Insurances, Payoff and other legal documents. Verified employment, income, credit history, and other financial information. Ordered and reviewed Appraisal report. Reviewed, investigated, and analyzed loan applications for accuracy and completeness before submitting loan for Underwriter's decisions. Communicated closely with customers to obtain necessary documentation and resolve issues. Reviewed CD with customers via phone prior to signing appointment. Key contact of customers during refinance process. Maintained strong knowledge of loan products ( Conventional, FHA,VA, Streamline, USDA ), Underwriting Guidelines (DU/LPA systems), and Regulations. Expert on navigating systems : Encompass, LSAM, Boss, Cumulus, FHA/VA Online Portal and other related online websites.

Assisted clients handling their deceased family member's financial affairs since the notification case was opened till closed. Overall customer experience is consistently above 98%,Procedure and Case Quality is 100%. Handling monthly pipeline of 300 cases. Collected, reviewed legal and court documents to determine qualification for fund disbursement to beneficiaries or update bank account title. Performed internal controls to protect deceased customers' bank accounts. Ensured each case is closed in compliance with bank procedures and regulations. Handled difficult situations with 95% positive client feedback by providing professional and sentimental communication. Expert on banking products,Trust, and Estate legal process of all states.

• Responsible for providing excellent customer services, performing account maintenance and providing solutions from routine to moderately complex issues to premier credit card clients in inbound contact center. Problem solving variety of issues while on calls. Adhere to all applicable laws and regulations governing bank operations, including compliance with Bank of America policies, procedures and attendance policies. Highlights: • Overall Performance Score per month is 89% and up since hired. Quality Score is 100% every month since hired. T2B Score (Surveys with 9 and 10 score) is above 80% consecutively every month from Oct to now. Overall Customer Service Satisfaction with Calls (Surveys Done by Customers) is 93% and up every month since hired.

• In charge of processing Sale Orders and providing customer service of over 500 active customers who are retail stores/ small business owners/wholesaler. Ensure ongoing customer satisfaction and solve any problems or complaints as needed after sales.• Negotiate pricing with customers to obtain the best pricing which benefits for both parties. • Ensure effective internal communication within the Part Dept and Shipping Dept across the company.• Develop new business from potential leads received via email, phone call, referrals to increase sales. Highlights: • Manage and develop 2 million dollars in sales annually of scooters and other off-road vehicles, the 2nd highest sales rep in the company. Hold many key accounts that are well known within industry, maintain solid relationships with customers resulting in repeat business from over 75% of them.

• Mainly supervise six sale representatives on their daily sale orders and process the sale orders.• Prepare merchandise samples, negotiate details of contracts and payments, and prepare sales contracts and order forms. Make marketing calls on regular and prospective customers to extend sales.