Summary
Overview
Work History
Education
Skills
Timeline
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VICTORIA DUBASAK

Abingdon

Summary

Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance.

Overview

17
17
years of professional experience

Work History

Owner/Operator

Sugar Coated
09.2023 - Current
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
  • Implemented effective financial management practices, improving cash flow and profitability.

Mortgage Underwriter

First Home Mortgage Corporation
10.2020 - 09.2023
  • Review and analyze documentation provided on each loan to make an informed lending decision that follows investor and company guidelines to include credit reports, appraisals, asset documentation, contract of sales and income documentation
  • Run, read and interpret Automated Underwriting Decision results (DU/LP)
  • Collaborated with loan officers to resolve discrepancies and ensure timely processing of mortgage requests.
  • Streamlined workflow processes to improve turnaround times for loan approvals while maintaining compliance standards.
  • Approved or denied loans based on established criteria and underwriting guidelines.
  • Maintained open lines of communication with internal stakeholders such as processors, closers, and sales representatives to ensure a seamless mortgage underwriting process.
  • Adhere to underwriting guidelines to fulfill agency requirements
  • Analyzed borrower credit history, income documentation, and asset verification to determine loan eligibility.
  • Evaluated mortgage applications for compliance with underwriting guidelines and risk assessment criteria.

Post Closing Coordinator

First Home Mortgage Corporation
08.2012 - 10.2020


  • Delivers electronically imaged files to investors as assigned and reviews for completeness and accuracy
  • Assists accounting department with discrepancies with payments, tax collection issues and refund requests
  • Responds to customer request via telephone and email
  • Weekly pipeline calls with investors
  • Manage pipelines for suspense resolution
  • Rectify suspense items caused by system errors and make department adjustments to avoid future issues
  • Perform any investor specific electronic delivery functions such as appraisal system uploads, funding request forms, and agency/servicer date imports
  • Runs monthly orientation for new staff members
  • Trained new staff on post-closing procedures, fostering a collaborative team environment and knowledge sharing.
  • Maintained detailed records of closed loans, ensuring data integrity and accessibility for future audits or inquiries.
  • Provided ongoing training for staff members on relevant industry updates, helping ensure adherence to current regulations and best practices.
  • Participated in regular meetings with other departments to discuss updates, challenges, best practices, and strategies for improving overall service delivery within the post-closing division.
  • Improved customer satisfaction by addressing and resolving concerns related to mortgage closings in a timely manner.
  • Managed communication between lenders, title companies, and clients to facilitate smooth transactions.
  • Developed training materials for new team members on post-closing procedures and best practices.
  • Worked with warehouse banks to manage shipment of collateral documents.

Medical Receptionist

Drayer Physical Therapy Institute LLC
08.2011 - 08.2012
  • Interacted with all necessary parties throughout the establishment including therapist, aids and corporate staff.
  • Checked patient data including insurance, demographic and health history to ensure all information was current.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Scheduled appointments for weekly visits.
  • Scheduled, rescheduled and handled cancelled appointments for patients.

Assistant Store Manager

Kokopelli
11.2008 - 08.2011
  • Coached the team on effective up-selling and cross-selling methods.
  • Immediately addressed problems with customers to promote quick and successful resolution. Recruited, interviewed and hired individuals who would add value to the team.
  • Managed the scheduling for store shifts so that there was proper staffing at all times.
  • Communicated clear expectations and goals to each team member.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Maintained established merchandising standards, including window, sales floor and promotional displays.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Education

High School Diploma -

Bel Air High School
05.2007

Skills

  • Operations management
  • Documentation and reporting
  • Business planning

Timeline

Owner/Operator

Sugar Coated
09.2023 - Current

Mortgage Underwriter

First Home Mortgage Corporation
10.2020 - 09.2023

Post Closing Coordinator

First Home Mortgage Corporation
08.2012 - 10.2020

Medical Receptionist

Drayer Physical Therapy Institute LLC
08.2011 - 08.2012

Assistant Store Manager

Kokopelli
11.2008 - 08.2011

High School Diploma -

Bel Air High School

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VICTORIA DUBASAK