1. JOHN S. HEYWOOD
(512) 739-7732 • nhoj1217@gmail.com
PROFILE
A highly motivated individual with over 18 successful years of experience in Customer Service
Management, Client Relations, Communications and Staff Support
• Exceptional communication and interpersonal skills; high learning agility with a solid understanding of the ‘big picture’
• Poised and competent as a professional business representative
• Perform well in hectic environments involving time-critical deadlines
• Works well with a wide variety of individuals from various cultural and socioeconomic backgrounds
• Trilingual; fluent in English and Spanish; conversational Portuguese
• Notary Public
EXPERIENCE
Financial Freedom, a Division of CIT Bank 2010-Present
Document Administration Specialist
• Working with Title Companies, Underwriters and Law Firms acquiring and organizing documents for mortgages. Editing the documents to
Confirm all the required information, signatures and recordings are present. Became very knowledgeable and well versed in reverse and
regular mortgages.
• Ensures that all documents have no errors in filenames, submissions, etc before submitting it to the next department to avoid confusion.
• Effectively follow the company’s standard operating procedures in submissions of documents.
• Analytical thinker and problem solver. Experience in the mortgage servicing, banking or financial services industries. Strong
verbal/written and interpersonal communication skills and ability to establish effective work relationships. A clear understanding
of the Reverse Mortgage and Regular Mortgages.
Ability to organize and coordinate multi-tasks. Work well under time constraints, Capable of adapting to change. Knowledge of HUD
Guidelines. Proficient at managing, coordinating, and overseeing projects and initiatives. Knowledge of mortgage loan operations and
Servicing.
Call Center Representative 2008-2010
• Responded to a high volume of telephone inquiries about the company's products or services by following standard scripts and procedures.
Promotes the company's products and services. Assists borrowers with general questions regarding their reverse mortgage. Demonstrates good
judgment. Uses a computer system to track questions and answers as well as enter or check the status of inquiries. Duties and tasks are frequently
routine. Resolves most frequent questions and problems and refers the more complex issues to higher levels.
El Tamalito, Pflugerville, Texas 2007 - 2008
Manager/Owner • Customer Service Specialist
• Related well with all types of customers, assisting them in every way possible in order to make their experience enjoyable
• Provided courteous and friendly service while working at a very fast pace
• Generated loyal customers and repeat business, through building excellent business relationships
• Empowered and inspired partners to delight customer, encouraged to build a deep understanding of customer characteristics and lifestyles to
proactively identify customer orders before they ask
• Prepared budgets and forecasts, maintained full P&L responsibility, addressed performance opportunities and budget discrepancies
• Conveyed accountabilities and expectations, challenged partners to excel in every way, providing day-to-day support and feedback
• Managed an extensive product mix, maximizing gross sales potential
• Trained partners to receive verify and inspect deliveries for quality and quantity
Dell Inc., Round Rock, Texas 2000-2007
Production Lead • Internal Customer Service Advocate
• Assisted with daily operations of running the most advanced robotic technology department
• Kept robots and equipment running throughout the entire shift; continually maintained communication with department members and
surrounding areas with internal customers, relaying order progress, completion times and ensuring orders were staged for shipping
• Collaborated with vendors, suppliers and contractors regarding new systems and operations; if any problems, ironed out immediately, kept
everyone on the same page and calmed down frustrated partners in order to maintain on time project completion
MJS Design, Austin, Texas 1994-2000
Customer Service Representative • Administrative Assistant
• Worked with high-end clients on a daily basis regarding their custom interior design orders; communicated with vendors regarding timelines
and delivery dates, keeping accurate track of shipments to maintain client satisfactions

2. • Answered numerous phone calls, communicating in both English and Spanish depending on the client’s cultural background
• Became very knowledgeable and well versed in color selection, coordination, interior design, layout and various design periods
• Researched product availability consistent with client’s budget and priorities
ITT Sheraton, (Call Center), Austin, Texas 1990-1994
Reservation Sales Agent • Customer Service Representative
• Provided continual service in a challenging and ever-changing environment with all types of individuals on a one-on-one basis, always
remembering requests and answering questions immediately
• Outlined detailed reservations, utilizing communications in English and Spanish, particularly from customers in Latin America
• Maintained a sharp awareness of both the spoken and unspoken needs of customers, immediately responding to concerns or inquiries
• Reacted to unexpected demands positively and productively; responded to emergencies with common sense
EDUCATION: Travel Agent Certificate, Murdock Travel School, St. George, Utah
C1 Professional Training Center, Indianapolis, Indiana
TRAINING: Resolving Conflicts & Differences; The 7 Habits of Highly Effective People; Winning with Integrity; Leadership
Development; Diversity Management
COMPUTER: Windows, Word, Excel, Outlook