Customer Service Human Resources

Human Resources Executive:

Thank you for reviewing, and further considering, my professional

background for opportunities in financial and mortgage loan markets. I

would like to learn more about your customer's needs, and look forward to

meeting you in the near future.

My schedule is open for commenting on position requirements, or

interviewing, at your convenience.

Sincerely,

Andres Gaetan

Professional Summary:

Highly motivated professional with two years experience supervising,

managing, and implementing change in diverse environments. Highly skilled,

able to work under stressful environments managing time and personnel with

proven quality results. Consistent ability to problem solve, develop

staff, and surpass goals. Focus on customer service and importance of

edifying customers. Bilingual; articulate in both English and Spanish.

Experience:

Mortgage University February 2011 -

Present

Student/Consulting

Wells Fargo Home Mortgage. Milwaukee, WI May 2008 -

March 2010

Bilingual Loan Servicing Specialist and Collections

Responsible for Loss Mitigation operations including research, compiling,

analyzing, auditing, and reporting diverse situations. Provided counseling

that led to appropriate foreclosure alternatives, keeping within investor

and corporate guidelines

Updated, counseled borrowers on status of their file, provided options, and

walked them through the process

Used comprehensive knowledge of policies and procedures for loan products,

answered questions pertaining to all areas of loan servicing including

payment research, taxes, insurance, loan modifications and assumptions,

prepayments, payoffs, adjustable rate loans, credit reporting, and lien

perfection.

Researched/analyzed problems and recommended solutions. Referred

recommendations, exceeding authority levels and/or items unable to meet

resolution, to top level management for review

Assisted in training of new and existing staff in departmental procedures,

investor guidelines and basic mortgage banking principles

Proficient in Fidelity, Early Resolution, Concerto Dialer, Microsoft

Outlook, Word, Access, Excel, and Filenet

Working Knowledge of Outbound Campaign structure, demonstrated proficiency

using Auto Dialer

Determined reason for delinquency, evaluated customer's financial

situation, and negotiated terms of repayment to bring account current

Entrusted by management to travel out of state to meet clients regarding

their financial situations

Knowledgeable in credit analysis, foreclosure, home retention,

liquidations, REO, loss mitigation, short sales, HUD, and various types of

loans ranging from conventional to FHA/VA.

Universal Financial Group Inc. Milwaukee, WI June 2006 -

July 2007

Assistant Loan Officer

Processed 300 telemarketing calls daily

Prospecting new and existing customers to refinance home loans and

consolidate debt

Assisted loan officers with signing Spanish mortgage loans

Originated and closed loans for Spanish speaking customers

Understood regulations governing telemarketing practices

Responsible for new hire training and assistance

AutoZone. Menomonee Falls, WI February 2006 -

June 2006

Sales Associate

Controlled profit & loss by following cash control/security procedures,

maintaining inventory, managing labor, reviewing financial reports, and

taking appropriate actions

Enhanced Customer Loyalty through exceptional customer service

Ensured maintenance of equipment, facility, and grounds through the use of

a preventative maintenance programs

Country Springs Resort. Waukesha, WI May 2005 -

February 2006

Life Guard

Responsible for customer recreational safety and first-response care

Inspected and maintained resort equipment

Ellis certified

Professional Skills:

Licensed: Property and Casualty Insurance

Passionate for quality customer service and satisfaction

Quickly adapt to new software for report generations and other clerical

work tasks

High Volume Call Center experience

Ability to type 42 WPM

Demonstrated attention to detail

Demonstrated organizational and time management skills

Demonstrated ability to work effectively in a fast paced/deadline drive

environment

Ability to work independently with minimal supervision

Demonstrated interpersonal communication skills such as understanding,

influencing, assessing and most important, the ability to be fair and

equitable while providing excellent customer service practices

Education:

Waukesha North High School 2001 - 2005

University of Wisconsin, Waukesha Campus 2006 -

Present

Contact this candidate