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Click here or scroll down to respond to this candidateMV Candidate's Name
San Tan Valley, AZ Street Address PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONALSUMMARYKnowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.SKILLS MS Office: Word, Excel,PowerPoint, OutlookEncompass; FHA Connection;AUS; LP; DU;Calyx; Open/Close; CLOSR;Zippy; GUSVIP/WebLGY;CRM SoftwareComplaint HandlingTechnical SupportProblem SolvingCall Center ExperienceAdaptabilitySocial Media ManagementCustomer Service OrientationOrganization and TimeManagementComputer LiteracyWORK HISTORY CUSTOMER RELATIONS AGENT I REMOTE 07/2022 to 10/2023 Viking Cruises, Inc. Woodland Hills, CAResearched and created cases.Found resolutions for issues expressed by guests within hours. Followed guidelines for compensation to guests.Offered compensation to guests whether monetary or future cruise vouchers.If guidelines were exceeded signature was required on Non-Disclosure Agreement and was added to account information to maintain updated customer records.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.Handled customer inquiries and suggestions courteously and professionally.Offered advice and assistance to customers, paying attention to special needs or wants.Created good rapport, trust and most of all had empathy with the customers and it turned into a bond.Clarified customer issues and determined root cause of problems to resolve product or service complaints.FHA/DE/VA/SARS/FNMA/FHLMC UNDERWRITER 08/2018 to 04/2022 REMOTELakeview Loan Servicing, LLC. Horsham, PAMaximized funding ratio by 15%Mentored processing staffing & Account Executives & Loan Officers on underwriting deficiencies and calculationsResearched lender products and requirements to offer re-structuring options.Maintained consistent communications with customers & sales staff to ensure all questions are communicated promptly while demonstrating an outstanding level of customer service.Built strong relationships with lenders, brokers and clients for constructive communications.Made approval and denial recommendations by determining accurate risk levels.Documented underwriting decisions and provided evidence of compliance with applicable regulations.Determined and documented loan conditions and communicated requirements and decisions.Examined credit reports, financial statements and tax returns to determine repayment capability.EDUCATION Bachelor of Arts English Literature 06/1984 InterAmerican University, San Juan, Puerto RicoMinor: Psychology |
