•Supervise all day-to-day operations in the Customer Service department•Work with the customer service personnel in providing the pertinent and timely information needed for accurate and efficient order taking/entry, quotation preparation, credit application processing, price list submission, production scheduling, shipping/receiving, and for corrective action issues concerning our customers.•Build both strong internal and external relationships and provide customer satisfaction•Manage all customer service human resource objectives including training, assigning, scheduling, coaching, counseling, and communicating job expectations; planning, monitoring, evaluating and reviewing job contributions; enforcing policies and procedures•Communicate with internal teams to discuss sales targets and possible improvements to customer service•Keep record of customer interaction and details of actions taken•Manage company’s accounts, customer service email, and provide customers with day-to-day order fulfillment servicing support for both Durasein and Princeton Chemical Company•Manage the end-to-end order fulfillment process, including order acceptance, warehouse-to-customer logistics, and delivery confirmation•Provide sample and literature support to current & potential customers•Identify and resolve customer issues promptly and accurately•Provide necessary information and assist supply chain manager in creating inventory forecast updates for both products and samples•Work with sales director to review and provide solutions for inventory/colors that are slow to sell•Forward and report all sales leads from phone calls and sample requests to sales territory managers and Sales Director•Monitor all incoming cargos and provide status report in a timely manner•Maintain official business records; contracts, price lists, policy documents and misc. documents related to customer service• Perform other duties as assigned

Remote Duties and Responsibilities:•Maintain and cultivate relationships with potential and existing customers and vendor/distribution partners.•Understand the customer, their needs, and the account requirements and process.•Generate quotes for current or alternate products based on customer needs, availability, or requirements/specifications.•Obtain, manage, and renew all deal registrations and price concessions. •Obtain pricing, part #’s, product replacements from distribution partners to generate quotes sent directly to the customer.•Maintain detailed information on all customers, their products, pricing, and orders.•Handle all new customer financial set up documentation to generate NET 30 terms for the customer or obtain credit card information and other financial forms to have the customer be able to order/pay via credit card.•Submit all orders and keep track of the order from start to finish: Confirmation, status, shipping, and provide customer with tracking information upon the product shipping.•Handle all issues that arise with an order, switch orders if one distributor does not have the product the customer is seeking, and if there is price concessions, have them switched over to the distributor who has the product in stock.•Assist and answer all customer inquiries and complaints.•Work well with staff internally and in a team environment to meet and over exceed the client’s needs.•Setup and maintain customer files with extreme detail and organization.•Document and update customer records based on interactions; maintain accurate information in CRM system.• Performed other duties as assigned.

•Responsible for all creation, design, content, oversight, compliance, legal disclaimers, and retention of any new and old forms of all marketing and advertising pieces. (flyers, postcards, mailings, banners, etc. for 120+ Mortgage Loan Originators and the company as a whole). • Research of all loan programs and the offerings associated with them to ensure that what is being relayed to the consumer is 100% accurate, absent of any trigger terms, and not misleading. • Research, document, interpret, comprehend, and comply with all Federal and State advertising requirements for the 29 states we are licensed in. Ensure that all of these requirements are being met and adhered throughout all of our marketing channels. • Manage all 3rd party vendors. Perform all of the necessary due diligence (privacy policy, terms & conditions, contracts, and website walk through) for review and approval. Perform internal auditing, and review and implement new contracts on a yearly basis.• Manage all MSA's (Marketing Service Agreements). Find, save, and calculate cost comparables for the services to ensure that the cost is reasonable for what services are being provided. Perform internal auditing, and review. Review and implement new agreements upon expiration of existing ones.• State and Federal Examinations, respond and provide any marketing requests that a state or federal regulation examiner requests of us within a certain date range.• CRM implementation, management, recruiting and setting up new users, ensure compliance is being met not only with advertising and marketing requirements, but that are system 100% adheres to the CAN-SPAM Act and contains all of the requirements listed in said law.• Performed other duties as assigned.

• Social Media: Twitter, Facebook, LinkedIn, Blogs, and You Tube. • Blog content: Writing blogs that are specific to either the Healthcare or Warehouse/Distribution vertical market that would spark the customer’s interest and drive traffic to our website.• Handle all MDF funds. This entails creating a strong relationship with our Vendors to have them supply funds to us for specific events. I request, submit, and collect payment for these funds as well. • Distribute all new leads we receive immediately to a sales representative.• To ensure follow up, I set a task in my outlook for every two weeks to check on the status. • Keep our vendor’s lead web portals up to date to remain in compliance which allows for RMS to receive more leads. • Track the number of leads that we receive and which vendor provided that lead to us. I compile reports for weekly, monthly, and yearly lead totals and analysis. • Maintain and Track all leads from Tradeshows to show ROI from these shows. • Reach out to our vendor contacts when we have very few leads to have them generate more for us, and build up our lead queue with them.• Register us with each tradeshow we have decided to be an exhibitor at, and provide them the payment for our booth at the show.• Order carpet, electricity, lead retrieval devices, cleaning services, etc. and submit payment for all of these services.• Set up the freight shipping to and from our warehouse to the show and back, and submit payment. • Obtain the attendee lists for each show so we can provide them with a mass mailer to drive traffic to our booth.• Request specific MDF Funds from a partner for each particular show in order for us to be reimbursed.• Keep track of leads that we received from each show so that we can show the specific vendor what our ROI was so we can continue to receive their funding in the future for new events.• Performed other duties as assigned.

• Maintain an existing current customer base of about 200 law firms, as well as prospecting and obtaining a new legal client base. • Customer Service. I handled any customer issues, complaints, problems, and solved them in a timely and professional manner. • Created informed document reproduction and electronic data discovery solutions for my clients. • Effective in my time and territory management.• Forecasted effectively each month to meet my monthly sales quota.• Prospect Law Firms, Attorneys, and Paralegals who were involved in high end litigation, set appointments, and educate them on the services that we provided, and how these services would benefit them for future cases and success in their trails. • Member of the Baltimore City Chapter of Women in E-Discovery.

• Loan Analyst specializing in Purchases, Refinances, Streamlined Refinances, FHA, VA, Construction, Lines of Credit, and Commercial loan programs. • Generated my own leads and created my own marketing materials. • Outbound solicitation (Phone and E-mail). • Face to face loan presentations and meetings. • Created relationships with Realtors, Appraisers, and Title Companies to ensure that my borrower was getting the best experience possible. • Created informed options for my borrowers that would be the best solution for their needs and financial situation. • Processed and closed all of my own loan files, as well as helping others with theirs. • Created a very strong referral base from my customers and others that I worked with.

• Organization of Purchases, Refinances, Streamlined Refinances, FHA, VA, and Construction loan files, average month 50 loans, at the height of the business monthly average was 100 loans. • Worked with and maintained solid relationship with specific title companies that we used on a regular basis. • Prepared Good Faith Estimate (GFE) and sent out to the customer within the specific three day timeframe to ensure compliance. • Appraisal orders as well as acting as a liaison between the borrower and appraiser by requesting, submitting, and obtaining payment for the appraisal service. • Contacted borrowers to request documentation that was needed or missing in order to expedite the process of having their loan approved in a much timelier fashion. • Certified Desktop Underwriter, ability to underwrite my own certain qualified files. • Maintained the sales management and cycle for my loan officer. • Ensured that all numbers on the HUD-1 prior to closing were accurate and as close to the original numbers disclosed on the Good Faith Estimate (GFE) as possible. • Prepared all closing documents for all of my loans. I ensured the arrival of these documents on time to the title company to have them ready for the borrower to sign upon their arrival. • Responsible for all wire transfers for the funding of all of my loans.• Examined all closing documents to ensure that they were in compliance with our guidelines. I would resolve any issues immediately if for some reason any documents were not in compliance.