Candace Clouse

Experience

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  Noble Roman's Inc.

  Jun 2008 - Oct 2012

  General Manager

  -Customer Service - Food orders by counter or phone-Inventory Management-Ensuring there was a non-stop rotation of dough being created/rising/served to keep items in stock-Cleaning and following Health Department Regulations-Managing labor costs-Making the bi-weekly schedule-Cash management-Reporting weekly earning/expense activities to CEO of Franchise-Maintained equipment-Bank Deposits-Interviewing/ Hiring/ Firing manager-Handling complaintsAchievements:- Started as Part-time, weekends only-Promoted to Shift Leader- Promoted to Assistant Manager-Promoted to General Manager in December 2011*Closed unexpectedly- October 2012. All of CEO's stores were forced to close* Show less

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  Domino's

  Dec 2012 - May 2013

  Assistant Manager

  - Lead the scheduled shift crew - Manage inventory- Ensuring fresh inventory was prepped for next day with appropriate labeling per Health Department-Handling orders at counter and on the phone-Making orders-Safe Handling-Key holder-Bank deposits-Managing deliveries and delivery drivers -Regulating labor based on business activity

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  Captain D's

  May 2013 - Oct 2013

  Assistant Manager

  -Cash Register balancing-Managing labor allowances -Leading a shift crew unassisted-Handled unloading inventory and counting it-Customer Service - Counter/ Drive Thru / Phone-Managing Drive Times (Time between order at speaker to leaving pickup window)-Bank Deposits-Key holderAchievements: - Top Up seller for Fried Pickles in the USA as an add-on item

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  TTMA

  Nov 2013 - May 2014

  Production control
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  U.S. Bank

  Nov 2015 - Sept 2022

  - Authorized to work FHA/ VA/ Conventional/ Portfolio refinances- Customer service, quality processing, fast turn arounds are basis to this position. - In charge of refinance application from beginning to closing, and all data collection/entry into the system. -Expected to communicate with borrowers every 24-48 hours about loan application.-Reading and understanding when changes are necessary on Title Reports/Commitments. - Correctly inputting future escrow amounts - Reading credit reports and pulling Supplements-Responsible for ensuring Conditions of Approval are fulfilled. -Daily use of: - Microsoft Word, Excel, Outlook -NetOxygen -Avaya One-X Soft Phone - AIQ/ DocVelocity - Mortgage Loan Portal-ALS/Hogan-AllregsAchievements: -2021 Top Processor in Refinances- Fluent in Jumbo loans Show less Customer service, quality processing, fast turn arounds are basis to this position. - In charge of refinance application from beginning to closing, and all data collection/entry into the system. -Expected to communicate with borrowers every 24-48 hours about loan application.-Reading and understanding when changes are necessary on Title Reports/Commitments. - Correctly inputting future escrow amounts - Reading credit reports and pulling Supplements-Responsible for ensuring Conditions of Approval are fulfilled. -Daily use of: - Microsoft Word, Excel, Outlook -NetOxygen -Avaya One-X Soft Phone - AIQ/ DocVelocity - Mortgage Loan Portal-ALS/Hogan-AllregsAchievements: - Promoted to Mortgage Customer Specialist 2 within 5 months of transfer to this department. Show less - Intensive Research position- Investigating the Who, What, When, Why, and How of various issues regarding mortgages serviced by U.S. Bank. - Communicated heavily with U.S. Bank Legal Counsel regarding foreclosure cases, lost liens, litigation battles, etc. - Researched loans from origination to present to present research paper about the loan to superiors as a tool for them to decide the fate of issues. -Inter-department communication was relied upon heavily. -Researched recorded documentation and property information to use as evidence in cases.Usual Systems Used: -ALS/Hogan-Lending Portal-LDRS/ FileNet-Black Knight Invoicing -Black Knight Loan Servicing / PM -Microsoft Word/Excel/ PowerPoint/ Outlook/Teams/OneNote/OneDrive Show less

  • Mortgage Customer Specialist 2

    Feb 2021 - Sept 2022

  • Mortgage Customer Specialist

    Oct 2020 - Feb 2021

  • Special Asset Review Specialist

    Jul 2018 - Oct 2020

  • FHLMC Retention Trial Underwriter

    Nov 2015 - Jul 2018
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  ICE Mortgage Technology

  Aug 2022 - now

  -Played a key role in the advanced support team, ensuring optimal product utility and providing expert assistance for complex client inquiries.-Diagnosed and addressed escalated issues using advanced tools, collaborating closely with Product Development and Quality Assurance teams to devise solutions.-Managed client communications efficiently using Zendesk, ensuring timely and accurate responses.-Contributed to and enriched the company's knowledge base, ensuring a repository of solutions for recurring challenges.-Mentored junior representatives, sharing expertise to enhance team capability and efficiency.-Actively gathered and channeled client feedback to product teams, aiding in the continuous improvement of our offerings. Show less -Offered comprehensive product support, addressing a range of client inquiries and ensuring maximized product value.-Leveraged advanced troubleshooting techniques to effectively resolve technical challenges, elevating critical issues when necessary.-Engaged with clients through various channels, including email, chat, and phone, ensuring clarity, timeliness, and exceptional service.-Collaborated cross-functionally with technical and product teams to communicate client needs and product feedback.-Assisted in maintaining and updating the company's knowledge base, capturing new solutions, and ensuring accessibility for both peers and clients.-Conducted training sessions for new hires, sharing product knowledge and best practices for support. Show less

  • Product Support Representative 3

    Jul 2023 - now

  • Product Support Representative 2

    Aug 2022 - Jul 2023