Quality Assurance Customer Service
Resume:
ALFONSO VELASQUEZ
Oakland Park, Florida 33334
Phone: 954-***-**** (home)
954-***-**** (mobile)
E-mail : *******@*********.***
Operations and Quality Control
Specialist
A seasoned professional seeking for a challenging work position that will
use acquired skills to achieve your company's goals and mission. Areas of
expertise include the following:
. Operations support with emphasis in quality assurance.
. Processing and compliance enforcement.
. Project analysis, reporting and research.
. Effective communication techniques.
. Microsoft OS and related applications.
. Bilingual: English/Spanish.
EMPLOYMENT HISTORY:
RANIERI LAW GROUP LLC,Plantation FL
2009-Present .CREDIT CONSULTANT
Marketing and sales of Credit Repair programs,debt settlement and mortgage
loan modifications.
DENTALPLANS.COM, Plantation FL
2008-2009. SALES EXECUTIVE
Provided professional assistance to prospective members to identify dental
plans'options.Followed up membership inquiries through high volume of
outbound calls. Supported client's online registration and assisted in
fulfillment of transactions.
ABN AMRO MORTGAGE GROUP INC /CITIGROUP INC. Sunrise FL.
2003-2007 QUALITY ASSURANCE AUDITOR
Developed initial work assignments as a Purchase Department loan auditor
and upgraded responsibilities as a Quality Assurance Specialist for the
Compliance & Quality Control Department (included enforcement of bank
procedures for mortgage loans, monitoring of compliance guidelines for
Federal purposes, risk management and loan fraud detection).
PINNACLE EMPLOYMENT SERVICES (Former REMEDY), Pembroke Pines, FL.
2001-2003 SALES SUPPORT REPRESENTATIVE & EQUITY LOAN PROCESSOR
Assigned functions were performed under temporary contract at ABN AMRO
MORTGAGE GROUP INC., Sunrise FL.
Developed initial screening of client's inquiries for loan refinancing
purposes and provided loan processing support.
Additional projects were successfully accomplished in coordination with
other areas including the Quality Assurance Department.
OPENCLOSE.COM, Sunrise, Florida
2000-2001 INTERNET RELATIONSHIP CONSULTANT
Provided website's builder support for mortgage brokers (service included
registration/modifications of domain name, technical assistance during
construction of private-label websites and daily monitoring). Worked with
webmasters to improve testing results and troubleshooting. Improved the
Spanish version of the company's main website resulting in increased
business traffic.
1999-2000 MORTGAGE.COM, Sunrise, Florida
SALES REPRESENTATIVE
Performed screening of mortgage loan applications received through the
company's website. Contacted potential loan borrowers, reviewed credit
reports and coordinated actions and credit grading with the mortgage
underwriters for prime lending. Assisted the mortgage consultants and loan
processors to improve full customer satisfaction.
1996-1999 ALL AROUND TRAVEL CLUB, Lauderhill, Florida
CUSTOMER SERVICE MANAGER
Evaluated and managed work load for 105 customer service agents,6
supervisors,3 assistant managers and 1 operations manager; created and
recommended effective hiring practices; implemented new training
techniques; coordinated strategies to resolve issues by interconnecting all
resources provided by the corporation. Accomplished and maintained
operations efficiency within the call center. Company's membership
increased to a record high of 600,000 customers nationwide. Reported to the
CEO and President of the corporation.
EDUCATION:
Universidad San Martin De Porres, Lima-PERU.
B.A. Degree: COMMUNICATION SCIENCES
PROFESSIONAL DEGREE: JOURNALISM
Elon University, North Carolina, USA
POLITICAL AND SOCIAL SCIENCES
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