Manager Customer Service

SANDRA CHAVEZ

**** ****** **** ********, ** ***** 571-***-****

************@*****.***

Objective:

To secure a full-time position where I can leverage my product knowledge, and exceptional interpersonal relationships.

PROFESSIONAL EXPERIENCE

09/17 – PRESENT

LOAN ADMINISTRATION MANAGER, FUNDATION GROUP LLC

My role consists of performing all pre and post-closing loan duties to ensure adherence is met. I am the team lead for our Citizens loan admin team, we work with the large commercial bank, Citizens, as a white label partnership. I am responsible for preparing, reviewing and sending all loan documents to customers to obtain their electronic signatures via a software called DocuSign. As we as working closely with the bankers via telephone and email correspondence to answer any questions in regards the status of the loan application once they are filtered through our channel and provide guidance as to when funding should be expected. I manager a team of 3 members. Our daily duties consist of but are not limited to preparing loan documents to customers, sending daily loan closing totals to the company, QA all loans prior to sending loan documentation to ensure they comply with our Customer Identification Program process and delegating to the proper team when an error is identifies. I am the main liaison between Citizens and Fundation Group for the Loan Admin team. And lastly provide leadership and guidance to staff members in handling complex situations, or in resolving escalated complaints or disputes.

03/17 – 08/17

LOAN OFFICER, Apple Federal credit union

Processing loan from online banking

NPS Leader

Responsible for adding all ancillary insurance products to loans

Consistently met goals for loan totals each month

Ability to effectively cross sell products based on business needs

Provide leadership and guidance to staff members in handling complex situations, or in resolving escalated complaints or disputes.

Great time management

Easy going, flexible, and focused

Outstanding interpersonal skills, communication, and “call to action” skills

09/2015 – 03/2017

MEMBER ACCOUNT SPECIALIST III/ LEAD LOAN OFFICER, Apple federal credit union

Assisted with Hotline calls from phone agents

Ad hoc supervisor

Handled all loan questions from phone agents

Solely processed all originated loans from the Call Center

Produced highest dollar amount of processed loans for the Call Center

Processed all GAP and Extended Warranty add-on’s / cancelations

Ability to effectively handle escalated situations

Leader for our Peer to Peer committee

NPS Leader

07/2014-09/2015

MEMBER ACCOUNT SPECIALIST II, Apple federal credit union

Excellence in facilitating and implementing the application process

Ability to disburse loans

Provide leadership and guidance to staff members in handling complex situations, or in resolving escalated complaints or disputes.

Recognized as a problem solver who can initiate resolution rapidly and independently

Ability to effectively cross sell products based on business needs

Implements change with benefit to the company’s bottom line

Ability to converse with all walks of life, status, etc.

07/2014-09/2015

MEMBER ACCOUNT SPECIALIST II, Apple federal credit union

Aim to complete tasks

Great time management skills

Provide leadership and guidance to staff members as needed

Train customer service employees to ensure adherence to quality standards

Ability to assist members via telephone, chat services and in person

03/2013-07/2014

MEMBER ACCOUNT SPECIALIST I, Apple federal credit union

Provide leadership and guidance to staff members in handling complex situations, or in resolving escalated complaints or disputes.

Outstanding interpersonal skills, communication, and “call to action” skills

Recognized as a problem solver who can initiate resolution rapidly and independently

Ability to effectively cross sell products based on business needs

Implements change with benefit to the company’s bottom line

Team focused

Ability to converse with all walks of life, status, etc.

Great time management

EDUCATION

2006 – HIGH SCHOOL DIPLOMA

FAUQUIER HIGH SCHOOL

PURSUING NORTHERN VA COMMUNITY COLLEGE

SKILLS

Created entire Operations and Process Flow Manual for Loan Admin/Customer Engagement

Proficient in creating Mapping for loan documents via Microsoft Excel

Proficient in coding fields for loan documents via Microsoft Excel

Toast Masters Member

Leader for Peer to Peer committee

NPS Champion

Leadership skills

Bilingual- English and Spanish

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