Kwesi Smith Email & Phone Number

• Developed user stories and acceptance criteria to capture product requirements, resulting in a 20% increase in development efficiency.
• Collaborated with the product team to conduct market research and user interviews, resulting in a refined product vision and strategy that accurately addressed the needs of the business and users.
• Gathered and analyzed feedback from users and stakeholders, using it to improve the product.
• Presented findings to stakeholders, keeping them informed of progress and ensuring that their needs are met.

• Leveraged exceptional communication skills to provide 50+ clients with monthly loan application updates.
• Expertly processed multiple loan types, including Conventional, USDA, VA, and FHA purchase and refinance loan applications.
• Spearheaded mortgage loan file processing initiatives by managing pre-underwriting and preclosing tasks.
• Achieved 98% satisfaction survey ratings by continuously delivering clients outstanding customer service.
• Addressed and resolved pertinent client and third-party inquiries promptly to guarantee satisfaction incompliance with company policies and procedures.
• Conducted document reviews to ensure accuracy and compliance with investor guidelines required for finalized underwriting submissions.

• Conducted loan applicant interviews to acquire and confirm financial and personal data compliance with company policies and procedures.
• Facilitated documentation preparation and drafting initiatives to analyze, review and close document packages for appraisers.
• Monitored and maintained loan conditions to ensure accuracy and structure aligned with loan policy stipulations and applicant credit rating.
• Collaborated with real estate professionals and loan applicants to address and resolve pertinent loan issues.
• Leveraged administrative expertise to implement data to a database and correspond with clients via phone and email.

• Coordinated preparation of 50+ loan closing packages monthly, including the issuance of funds and closing instructions, ensuring accuracy and thoroughness to promote customer satisfaction, retention,and referrals.
• Improved the marketability of loans by fully educating clients both verbally and in writing regarding loan features and benefits.
• Timely response to internal member and third-party vendor inquiries and adherence to the member keep informed routines.
• Handled complex mortgage loan transactions with strict attention to detail.
• Assisted with training and coaching associates, providing ongoing feedback and support to ensure success.
• Aided in distributing and delegating work to associates to increase departmental efficiency and teamwork.

• Served as primary point of contact for up to 40+ clients monthly, providing timely and knowledgeable status updates regarding loan applications.
• Returned all inquiry calls promptly to meet established service level agreements.
• Delivered outstanding customer service throughout all interactions, achieving 95% satisfaction ratingsby successfully establishing customer rapport, setting appropriate expectations, asking probing questions, and.
• Articulated and explained complex information clearly and compassionately to individuals from diversebackgrounds and expertise, driving customer retention and sales partner confidence.
• Collected, reviewed, and validated all documentation required to process more than 50 loansapplications monthly.
• Performed initial income analysis regarding applicant salary and wages, Social Security, and Pensionwhile adhering to established policies and procedures.

• Engaged current and potential customers in conversation to answer questions, offer services, and explain all available insurance options suited to their needs.
• Collected, verified, and updated customer information to ensure they had the appropriate plan and coverage and accurately entered service notes into customer files the following contact for useduring future.
• Assisted customers with filing claims and determining policy coverage in the aftermath of an accident.
• Provided customers with detailed billing information and details of policy coverage upon request.
• Increased revenues by offering a high level of customer service and promoting additional protection coverage.
• Consistently exceeded monthly quota goals while closely following all quality assurance guidelines.

• Assisted policyholders, agents, and mortgage companies via telephone with web portal troubleshooting and first notice of claim reports.
• Trained agents on how to quickly and easily identify risk eligibility, premiums, and reinstatements.
• Clearly and effectively communicated employee concerns to management while serving as the TeamSpokesperson.
• Authorized underwriting documents and data to ensure accuracy and reviewed insurance claims forms and related documents for completeness.
• Created a highly successful procedure that improved communication between Underwriting and Customer Service staff and was later implemented company-wide to increase productivity.
• Provided clients with excellent customer service and support skills and strictly adhered to all company policies and procedures.

Business Analytics Nanodegree

● Certificate in Business Analytics ● Intensive project-based online training program with a focus on data analysis, data visualization.

Product Management, Product Management

● Certificate in Product Management ● Intensive project-based online training program with a focus on user research, requirements.

High School Diploma