Resolve escalated service calls using strong, effective communication skills in customer care management role. Support customers across all divisions of the company to make payments, process cancellations, answer travel-related questions. Research problems and complaints to final resolution at a 99% service rating.

Created sales by booking ocean cruise reservations from worldwide inbound calls for the largest travel agency of international cruises. Research, consult, and offer vacation recommendations for up to six-star cruise lines, travel insurance, international flights, pre- and post-cruise hotels, shore excursions, and destination land tours. Provided premium customer service with a 100% satisfaction rating.

Hometown Lenders, Inc. is a fully integrated, multi-channel mortgage lender. We are a closely-knit, professional organization committed to providing the highest level of customer service through highly experienced loan consultants utilizing the most innovative technology available.

Licensed in all 50 states, loanDepot employs more than 9,000 people, and operates more than 200 lending stores nationwide. loanDepot.com, LLC, 26642 Towne Centre Drive, Foothill Ranch, CA 92610. All rights reserved. NMLS #174457 (www.nmlsconsumeraccess.org). For more licensing information, please visit www.loanDepot.com/licensing. www.loanDepot.com/privacypolicy. Rates, terms, and availability of programs are subject to change without notice. Licensed by the NC Commissioner of Banks, MortgageLender L-147367.

• Create ocean cruise sales by booking reservations from worldwide inbound calls for the largest travel agency for international cruises. Research, consult, and present vacation recommendations for up to six-star cruise lines, travel insurance, international flights, pre- and post-cruise hotels, shore excursions, and destination land tours. • Process on-line bookings, create invoices, submit credit card payments, and up-sell services with trip amenities. Provid premium customer service with a satisfaction rating of 100%. Proficient use of multiple cruise booking sites to include CruisePro, CruisingPower, POLAR, and direct contact with partnered cruise line representatives.

• Facilitated activities for over 40 participants from Winston-Salem State University and Appalachian State University for the Collegiate Multicultural Leadership Exchange program• Coordinated event support services within three campus departments: University Housing, Food Services and Facilities • Secured an off-site entertainment venue for university guests and graduate student hosts

• Performed FDA health code compliance training and food safety inspections• Conducted daily multi-unit food safety inspections for storage and temperature compliance• Consulted with the dining hall customers to answer dietary and allergen inquiries • Supervised the multi-unit food court during high-volume afternoon and evening service periods

• Cooked and served meals for multiple foodservice outlets and banquets within hotel• Created custom baked and frozen desserts for the fine dining restaurant Savannah Red• Designed individual, group and VIP request charcuterie, cheese and fruit boards • Cooked on hot and cold lines for high volume service of over 1500 covers during CIAA• Assembled quiche, fruit platters and dessert selections for concierge suite service

• Opened a USDA-certified home-based bakery business• Developed an e-commerce site to advertise selections and generate web sales• Created custom desserts for birthday, graduation, reunion and holiday events

• Managed a non-profit community basketball event for 94 Feet of Game• Hired and trained sales staff for Lease2OwnHomes, a real estate investment firm• Promoted a regional NASCAR race team to attract regional sponsors

Business Development Vice President December 2001-March 2003• Directed Contract Services operations to support corporate agenda and corporate culture• Conducted leadership and sales training that promoted client support and retention initiatives• Directed strategic agenda and set planning meetings to double productivity per representative• Participated in sales process with strategic accounts to maximize revenue from customers• Set and achieved team agenda with Branch Managers with motivational management skillsBranch Director September 1998-December 2001• Delivered $20 million in revenue to exceed sales budget by maximizing top account revenues• Managed operations of 6 sales offices and over 50 people in CA, AZ, CO• Developed managerial leadership, operations and new business in WA, UT, OR and CA• Achieved Office of the Year award and mentored 4 of the Top 10 sales representatives• Interacted with HR and legal representatives for employee and client challenges• Conducted semi-annual and annual employee performance evaluations