Ryan Cooke
Knoxville
Summary
I am a dedicated and hardworking professional who consistently gives 100% to my work and passions. I strive for excellence in all my endeavors and am not hesitant to seek assistance when needed to improve my skills. I excel in collaborative environments and genuinely enjoy working with others. Throughout my career, I have demonstrated loyalty and a commitment to growth, often staying with employers for extended periods and advancing within the organization. While I may not always be the most qualified candidate, my strong work ethic and determination set me apart. I am eager to contribute in any capacity to meet and exceed expectations, and I am committed to being a reliable and consistent presence in the workplace.
Overview
9
9
years of professional experience
Work History
Account Services Supervisor
Edfinancial Services
05.2023 - Current
- Manage a team of 25 analysts, both remote and in-office, and oversaw the entire group of 100+ analysts as needed.
- Maintain high standards for analysts, consistently meeting and exceeding performance expectations.
- Contributed to Edfinancial's recognition as the top service lender for student, medical, and financial loans over the past two years.
- Foster close collaboration among team members, ensuring effective communication and understanding of tasks, even in remote work settings.
- Document targeted customer account details in contact management systems.
- Develop strong rapport with recurring clients, reinforcing brand loyalty and encouraging continued patronage.
- Attended regular training sessions to stay updated on industry products, materials, and equipment.
- Manage account retention and renewals, maintaining the assigned territory revenue base.
- Cultivate and maintained strong business relationships with new and existing accounts.
- Managed, reviewed, and delivered client solutions tailored to various needs.
- Supported partners through training, seminars, and educational presentations.
- Provided management with competitive information and accurate business forecasts.
- Communicated policy updates to the department, answered questions, and monitored compliance.
- Achieved department targets through strategic resource allocation and schedule management.
Post-Closing & Final Documents Specialist + Marketing Strategist
Mortgage Investors Group
01.2022 - 03.2023
- Extracted loan information provided by customers and ensured all documents were signed, dated, and sent to respective title companies and agencies accurately.
- Collaborated extensively with the Final Documents team to locate and process missing documents, ensuring timely delivery to the correct providers to meet and exceed deadlines.
- Managed post-closing tasks, including tracking information, sending missing or recently signed and audited documents, and distributing specific loan packages to respective producers and services.
- Answered inquiries, reviewed and audited files, and developed procedures and processes for post-closing operations.
- Maintained the company's reputation by delivering confidential and expert services to customers.
- Reviewed loan files and title documents to facilitate the expeditious closing of loans.
- Obtained necessary documents to complete approved loans, including insurance forms, tax receipts, and employment verifications.
- Collaborated effectively with diverse individuals to address challenges and solve problems.
- Prepared final loan documents and mortgage-closing packages for conventional, government, and home equity loans.
- Conducted thorough document reviews and direct interviews to obtain personal and financial data from loan applicants.
- Managed and tracked the status of assigned loans to ensure timely closings without issues.
- Coordinated with buyers, sellers, title companies, attorneys, escrow agents, surveyors, and real estate agents to gather information for loan submissions.
- Ordered insurance policies to protect properties against losses.
Service Agent
Enterprise Rent-A-Car
08.2018 - 01.2022
- Worked at various locations across Knoxville and Tennessee, adapting to different environments and responsibilities.
- Cleaned and detailed vehicles, delivering them to other branches and dealerships to ensure customer mobility and satisfaction.
- Maintained cleanliness and functionality of branch work areas, ensuring a professional and efficient workspace.
- Performed minor vehicle services, including clearing codes, inflating tires, and changing tires as needed.
- Greeted customers professionally upon arrival and discussed their service requests.
- Collaborated with team members to meet revenue and profit and loss (P&L) targets.
- Worked closely with selected dealers to review claim adjustments and identify defective parts.
- Built a loyal customer base by fostering strong relationships, resulting in customer retention and new business through referrals.
- Listened to customers' concerns and identified additional maintenance needs based on the vehicle's condition.
- Consistently met or exceeded daily service quality and performance targets.
- Engaged with customers to understand and resolve issues and answer product-related questions.
Shift Lead Manager
Lenny's Sub Shop
01.2016 - 08.2018
- Ensured smooth scheduling and workflow, managed store operations in the owner's absence, and handled food preparation and service.
- Restocked supplies, maintained cleanliness from floor to ceiling, and ensured all employees contributed effectively and thoughtfully.
- Managed monthly supply orders and handled financial transactions with customers, the owner, and the bank.
- Supervised department employees and monitored equipment functionality.
- Prepared detailed shift activity reports to keep management informed.
- Reviewed customer interactions and provided complementary services to maintain loyalty.
- Enforced company rules to ensure a safe environment for guests and staff.
- Maintained awareness of customer activities and fostered good relations with high-value customers.
- Evaluated employee performance and mentored underperforming staff to improve.
- Managed staff resource allocation and projected future staffing needs.
- Developed and maintained effective working relationships with team members, management, and customers to enhance productivity and morale.
- Assisted the General Manager in administering policies and practices in human resources, compliance, safety, and quality assurance.
- Supervised hourly and temporary personnel, providing work direction and reviewing work processes.
- Addressed and resolved customer inquiries and complaints, engaging with customers to assess satisfaction levels.
- Improved individual team member performance through motivation and training.
- Interviewed, hired, and trained all employees, and scheduled work hours.
- Conducted facility checks to ensure cleanliness and client safety.
- Created menus, ordered groceries, and performed light housekeeping duties.
- Guided staff in the absence of direct supervisors.
Education
High School Diploma - Business
Bearden High School
Knoxville, TN01.2018
Skills
- Team motivation
- Equipment maintenance
- Operations management
- Performance reviewing
- Reporting and documenting
- Financial management
- Oversee operations
- Build successful teams
- Plan projects
- Emergency response
- Collaborate cross-functionally
- Training and mentoring
- Editing and proofreading
- Patience and calmness
- Staff development
- Social media strategy
- Basic maintenance
- Policy enforcement
- Web content development
- Partnership development
- Complaint handling
- Staff scheduling
- Account growth
Timeline
Account Services Supervisor
Edfinancial Services
05.2023 - Current
Post-Closing & Final Documents Specialist + Marketing Strategist
Mortgage Investors Group
01.2022 - 03.2023
Service Agent
Enterprise Rent-A-Car
08.2018 - 01.2022
Shift Lead Manager
Lenny's Sub Shop
01.2016 - 08.2018
High School Diploma - Business
Bearden High School
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