Administraive/Customer Support

Shelly “Shae” Gaston

2808 Dunkirk Dr. Raleigh, NC 27613

Phone (919) 523-4732* e-mail shaegaston@gmail.com

 

Team Lead - Client Account Manager - Office Manager

A top tier client account manager, office manager, and mortgage professional known for her ability to develop and manage successful customer service teams, strengthen relationships, and manage end to end loan processing functions. A Proven track record for motivational leadership combined with an innate ability to build and maintain strong client relationships and lead, mentor, and manage employees to peak performance.

Areas of Expertise Include:

  • Account Management And Development
  • Strengthens Client Relationships
  • Customer Service Management
  • Expertise In Client Escalation Resolution
  • Client Consultation For Value Added Upgrades
  • Team Mentor And Trainer
  • Expertise in Microsoft Office

 

  • Mortgage Loan Processing
  • Strategic Planning And Organization
  • Mortgage Underwriting
  • Government Loan Processing
  • Office Management and Functions
  • Payroll, A/R. And A/P Experience
  • Expertise in Mortgage Processing Software

 

Work Experience

 

Grievances/Appeal Coordinator

 

ValueOptions, Inc., Morrisville, NC 01/2008 – Present

Grievances/ Appeals Intake Specialist for Public Sector Division

Grievances/ Appeals Coordinator for ESD/Commercial Team

  • Logging of appeals
  • Monitor and process logs for noncertifications, clinical level I and II appeals, according to workflow and ValueOptions guidelines.
  • Timely monitoring of the PARS report for new PARS (Peer Advisor Review System) created, followed each case, documenting all required data by the end of the day the request is received.
  • Noncertification letters, Modification letter, Level I and LII Appeals Resolution Letters.
  • Client specific requirements for each account
  • Provide feedback for processing appeals and noncertifications
  • Work closely with Case Managers on all appeals and noncertifications

 

Personal assistant - Investor relations 

ESP and Associates. Raleigh, NC 2/2005 – Present

Personal assistant and office manager for one of the principals of ESP and Associates.

  • Responsible for all communications with capital management investors, stockbrokers, and trustees
  • Utilizes escalation management skills in resolving issues and incorporating timely responses
  • Coordinates the travel, event planning, meeting agendas and talking points
  • Manages all A/P and A/R functions for the principals personal and professional accounts
  • Responsible for all investment documentation, archiving of sensitive materials, & file organization
  • Negotiates loans to secure the lowest interest rates available

 

Loan Officer - Loan Processor

Premier Mortgage Co. Raleigh, NC 4/2005 – 11/2007

Responsible for client-borrower mortgage loans, client satisfaction, and the overall loan application process.

  • Managed loan application process from start to finish while working closely with the clients
  • Developed client confidence and loyalty with thorough communication and follow up throughout loan process
  • Worked closely with the clients to educate them about the mortgage loan process thus helping them establish a comfort level with one of the most important investments of their lifetime
  • Analyzed client credit reports for mortgage loan viability
  • Managed the home appraisal request and fulfillment to expedite the mortgage loan process
  • Determined the loan platform that best suited the clients income and credit analysis results
  • Facilitated loan process for smooth client-lender closings
  • Trained and mentored new loan processors

 

 

Team Lead for Government Loan Processor

Wachovia Mortgage Corp. Raleigh, NC 06/2002 - 4/2005

Team Lead responsible for client-borrower mortgage loans, client satisfaction, and team development.

  • Managed government loan application process from start to finish while working closely with the clients
  • Trained, developed, and mentored loan processors to ensure mistake free mortgage applications
  • Developed client confidence and loyalty with thorough communication and follow up throughout loan process
  • Worked closely with the clients to educate them about the mortgage loan process thus helping them establish a comfort level with one of the biggest investments of their lifetime
  • Underwriter for mortgage loans and processing
  • Expertise in FHA, VA, and Conventional loans
  • Analyzed client credit reports for mortgage loan viability
  • Managed the home appraisal request and fulfillment to expedite the mortgage loan process
  • Determined the loan platform that best suited the clients income and credit analysis results
  • Facilitated loan process for smooth client-lender closings
  • Continuing education for government lending and federal lending laws

 

Office Manager

Xanthon Corp. Raleigh, NC 6/2000 - 9/2001

Responsible for the administrative operations and duties for entire company.

  • Managed and developed administrative personnel
  • Managed customer, contractor, and vendor relationships
  • Managed A/R, A/P, health insurance, and other HR responsibilities.
  • Maintained supplies, inventory, and marketing collateral
  • Expertise in Peachtree accounting software
  • Coordinated all board and venture capitalist meetings and events
  • Developed all PowerPoint-company presentations
  • Trained, developed, and mentored new personnel
  • Expertise in Microsoft Office applications

 

 

 

EDUCATION

 

 BS Bio-Chemistry - Oklahoma University

 High School - Norman High School

 

  • ID#: 72088
  • Location: Raleigh, NC , 27613

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