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PROFILE
Established Senior Sales and Management Professional with over 20 years of Customer Service and Account
Retention expertise. Results-driven achiever with excellent communication and interpersonal skills; a
strong emphasis in the Credit/Finance industry. Seeking a Customer Service position with opportunities for
growth and advancement that will benefit from my experience and leadership abilities.
AREAS OF EXPERTISE
Creative/Solution Based Selling Strategies Peerless Customer Relations/Service Action Plans & Resolutions
Market & Pricing Credit/Finance Client Relationship Management Analyzing Industry Trends
Documenting Business Requirements Sales Compensation/Incentives Organizational Leadership
PROFESSIONAL ATTRIBUTES
 Proven top performer, with a reputation for strong sales management qualified by mature, prudent business
skills and sound judgment
 Demonstrates professional reliability, highly self-motivated with the ability to assume increased levels of
responsibility, anticipates and meets needs to achieve outstanding results
 Highly organized, with the ability to multi-task in a fast-paced environment, responds quickly and effectively to
problems
 Articulate, diplomatic, persuasive; easily establishes rapport and credibility with people at all levels, works well
with people from a variety of backgrounds and cultures
 Ability to work independently and take initiative in a team in order to meet larger team goals
 Proficient in client relationship management and customer service; improving customer retention levels within
highly competitive markets
NOTABLE ACCOMPLISHMENTS
 Consistent Top Producer and recipient of numerous industry commendations
 Maintains consistent high client retention rates
EXPERIENCE
Aug 2013 – March 2014 Account Executive/ Short Sale Solicitations, Plano, TX
Account Executive liaison between banks servicer(s) and real estate agents.
SEE PERFORMANCE LIST.
 Consult with realtors to have them market their current listings on company website.
 Ensure clients have complete understanding of program process with proper expectations
 Compile information to complete the application and obtain marketing agreement.
 Work closely with major lenders, their negotiators, servicers and realtors to ensure a smooth process.
Feb 2013 - Aug 2013 Customer Service Representative/Student Loan Specialist, Student Loan Processing,
Dallas, TX
Team Leader responsible for daily maintenance of position and income records in an inbound/outbound call center.
SEE PERFORMANCE LIST.
 Handle Customer calls and address concerns, process agreements and follow up documentation
 Consult with clients to determine federal programs they qualify for based on employment and finances
 Ensure clients have complete understanding of program process with proper expectations
 Compile information to complete the application and obtain payment
Jul 2012 - Feb 2013 Senior Debt Consultant, Nationwide Debt Direct, Frisco, TX
Qualified prospective clients to determine program worthiness in an inbound/outbound call center.
SEE PERFORMANCE LIST.
Jan 2012 - Jul 2012 Mortgage Consultant, Citibank, Irving, TX
Responsible for sales of mortgage products within established underwriting guidelines in an inbound call center.
 Provided sales support and communication to customers, processors, and management from loan pre-
qualification to closing; ensured compliance with policy and government regulations
 Structured loan and prepared credit packages, completed loan applications, coordinated timely closings
Heidi Perritano
4849 Frankford Rd #431, Dallas, TX 75287
Cell (214) 354-9292 | heiper01@yahoo.com
Heidi Perritano 2
 Identified borrower’s needs and qualified prospect based on National Lending and CitiBank guidelines
 Worked closely with processors and underwriters to complete loan transaction
Feb 2011 - Jan 2012 Inside Sales Representative, Safety-Kleen, Addison, TX
Responsible for new business, revenue generation, and account retention for base accounts in an inbound call center.
SEE PERFORMANCE LIST.
 Utilized company SAP to enter orders and create client quotes
 Coordinated with schedulers for deliveries and pick ups
EXPERIENCE (cont’d)
 Called on existing customers for service verification and upsell opportunities
 Worked closely with outside sales representative to aid customers with all environmental and waste
management needs
Sep 2008 - Feb 2011 Team Lead/Senior Credit Counselor, Credit Answers, Plano, TX
Qualified prospective clients to determine program worthiness in an inbound/outbound call center.
SEE PERFORMANCE LIST.
Nov 2005 - Aug 2008 Team Lead/Senior Debt Consultant, Credit Solutions of America, Dallas, TX
Qualified prospective clients to determine program worthiness in an inbound/outbound call center.
SEE PERFORMANCE LIST.
1995 - 2005 New Home Sales Counselor
2002 - 2005 Legacy Homes, Frisco, TX
2000 - 2002 Lennar Homes, McKinney, TX
1995 - 2000 Fox & Jacobs, DFW, TX
Provided real estate services to new home builders. SEE PERFORMANCE LIST.
PERFORMANCE LIST
New Home Sales
 Met with prospective homeowners to identify needs and select interior options, changes, and designer upgrades,
maintained customer satisfaction and solicited referral business
 Work closely with client, realtor, lender, and field manager to deliver the best possible service for all parties
involved, complete sales agreements
 Worked closely with management to develop the best design and features mix per community
 Created and updated competitive market studies, marketed community to drive prospective homebuyers to the
community
 Proactively dismantled barriers and secured entitlements to simplify each client's real estate needs
 Provided a wide variety of real estate services ranging from site selection, acquisition, due diligence, and
negotiation of economic incentives
 Managed model homes, including scheduling cleaning crews and landscaping
 Developed and maintained strong working relationships with Realtors
 Tracked construction progress with superintendents
Loan/Credit/Debt Consultant
 Monitor and coach team members through call reviews and ongoing training
 Maintain sales flow and high level of customer satisfaction, responsible for team performance
 Enroll clients and provide them with proven strategies for success
 Analyze customer requirements and match with best products
 Build rapport quickly and identify the client’s current financial situation
 Generate new business, maintain positive relationships with existing clients, and service key accounts
 Confer with company officials to develop methods and procedures to increase sales, expand markets, and
promote business; maintain knowledge of market conditions, competitors, and trends
 Define account needs and assist in product training and service issues
Heidi Perritano 3
 Proficiently use aggressive sales tactics and develop superior customer relationships
 Recruit and train new sales representatives on all aspects of the selling cycle, from researching accounts to
obtaining prospects, setting appointments, conducting sales calls, preparing proposals, closing business, and
follow-up procedures
EDUCATION
Winston Churchill High School, San Antonio, TX
Diploma

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Resume 2014

  • 1. PROFILE Established Senior Sales and Management Professional with over 20 years of Customer Service and Account Retention expertise. Results-driven achiever with excellent communication and interpersonal skills; a strong emphasis in the Credit/Finance industry. Seeking a Customer Service position with opportunities for growth and advancement that will benefit from my experience and leadership abilities. AREAS OF EXPERTISE Creative/Solution Based Selling Strategies Peerless Customer Relations/Service Action Plans & Resolutions Market & Pricing Credit/Finance Client Relationship Management Analyzing Industry Trends Documenting Business Requirements Sales Compensation/Incentives Organizational Leadership PROFESSIONAL ATTRIBUTES  Proven top performer, with a reputation for strong sales management qualified by mature, prudent business skills and sound judgment  Demonstrates professional reliability, highly self-motivated with the ability to assume increased levels of responsibility, anticipates and meets needs to achieve outstanding results  Highly organized, with the ability to multi-task in a fast-paced environment, responds quickly and effectively to problems  Articulate, diplomatic, persuasive; easily establishes rapport and credibility with people at all levels, works well with people from a variety of backgrounds and cultures  Ability to work independently and take initiative in a team in order to meet larger team goals  Proficient in client relationship management and customer service; improving customer retention levels within highly competitive markets NOTABLE ACCOMPLISHMENTS  Consistent Top Producer and recipient of numerous industry commendations  Maintains consistent high client retention rates EXPERIENCE Aug 2013 – March 2014 Account Executive/ Short Sale Solicitations, Plano, TX Account Executive liaison between banks servicer(s) and real estate agents. SEE PERFORMANCE LIST.  Consult with realtors to have them market their current listings on company website.  Ensure clients have complete understanding of program process with proper expectations  Compile information to complete the application and obtain marketing agreement.  Work closely with major lenders, their negotiators, servicers and realtors to ensure a smooth process. Feb 2013 - Aug 2013 Customer Service Representative/Student Loan Specialist, Student Loan Processing, Dallas, TX Team Leader responsible for daily maintenance of position and income records in an inbound/outbound call center. SEE PERFORMANCE LIST.  Handle Customer calls and address concerns, process agreements and follow up documentation  Consult with clients to determine federal programs they qualify for based on employment and finances  Ensure clients have complete understanding of program process with proper expectations  Compile information to complete the application and obtain payment Jul 2012 - Feb 2013 Senior Debt Consultant, Nationwide Debt Direct, Frisco, TX Qualified prospective clients to determine program worthiness in an inbound/outbound call center. SEE PERFORMANCE LIST. Jan 2012 - Jul 2012 Mortgage Consultant, Citibank, Irving, TX Responsible for sales of mortgage products within established underwriting guidelines in an inbound call center.  Provided sales support and communication to customers, processors, and management from loan pre- qualification to closing; ensured compliance with policy and government regulations  Structured loan and prepared credit packages, completed loan applications, coordinated timely closings Heidi Perritano 4849 Frankford Rd #431, Dallas, TX 75287 Cell (214) 354-9292 | heiper01@yahoo.com
  • 2. Heidi Perritano 2  Identified borrower’s needs and qualified prospect based on National Lending and CitiBank guidelines  Worked closely with processors and underwriters to complete loan transaction Feb 2011 - Jan 2012 Inside Sales Representative, Safety-Kleen, Addison, TX Responsible for new business, revenue generation, and account retention for base accounts in an inbound call center. SEE PERFORMANCE LIST.  Utilized company SAP to enter orders and create client quotes  Coordinated with schedulers for deliveries and pick ups EXPERIENCE (cont’d)  Called on existing customers for service verification and upsell opportunities  Worked closely with outside sales representative to aid customers with all environmental and waste management needs Sep 2008 - Feb 2011 Team Lead/Senior Credit Counselor, Credit Answers, Plano, TX Qualified prospective clients to determine program worthiness in an inbound/outbound call center. SEE PERFORMANCE LIST. Nov 2005 - Aug 2008 Team Lead/Senior Debt Consultant, Credit Solutions of America, Dallas, TX Qualified prospective clients to determine program worthiness in an inbound/outbound call center. SEE PERFORMANCE LIST. 1995 - 2005 New Home Sales Counselor 2002 - 2005 Legacy Homes, Frisco, TX 2000 - 2002 Lennar Homes, McKinney, TX 1995 - 2000 Fox & Jacobs, DFW, TX Provided real estate services to new home builders. SEE PERFORMANCE LIST. PERFORMANCE LIST New Home Sales  Met with prospective homeowners to identify needs and select interior options, changes, and designer upgrades, maintained customer satisfaction and solicited referral business  Work closely with client, realtor, lender, and field manager to deliver the best possible service for all parties involved, complete sales agreements  Worked closely with management to develop the best design and features mix per community  Created and updated competitive market studies, marketed community to drive prospective homebuyers to the community  Proactively dismantled barriers and secured entitlements to simplify each client's real estate needs  Provided a wide variety of real estate services ranging from site selection, acquisition, due diligence, and negotiation of economic incentives  Managed model homes, including scheduling cleaning crews and landscaping  Developed and maintained strong working relationships with Realtors  Tracked construction progress with superintendents Loan/Credit/Debt Consultant  Monitor and coach team members through call reviews and ongoing training  Maintain sales flow and high level of customer satisfaction, responsible for team performance  Enroll clients and provide them with proven strategies for success  Analyze customer requirements and match with best products  Build rapport quickly and identify the client’s current financial situation  Generate new business, maintain positive relationships with existing clients, and service key accounts  Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business; maintain knowledge of market conditions, competitors, and trends  Define account needs and assist in product training and service issues
  • 3. Heidi Perritano 3  Proficiently use aggressive sales tactics and develop superior customer relationships  Recruit and train new sales representatives on all aspects of the selling cycle, from researching accounts to obtaining prospects, setting appointments, conducting sales calls, preparing proposals, closing business, and follow-up procedures EDUCATION Winston Churchill High School, San Antonio, TX Diploma