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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