Customer Service Administrative Assistant
Resume:
Sonia Perez-Mercado
***************@*****.***
Administrative Assistant
Summary
Highly motivated Administrative Assistant always prepared to take the initiative with a passion for learning new skills
and having meticulous attention to detail. Adept at maintaining a relaxed demeanor in a demanding environment while
exercising excellent judgment. A very dependable professional with an impeccable work record and strong sense of
loyalty.
Demonstrated capacity to provide comprehensive support for executive-level staff; excel at scheduling
meetings, coordinating travel, and managing all essential tasks.
Focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and
priorities and resolve issues in the initial stages.
Adept at developing and maintaining administrative processes that reduce redundancy, improve accuracy and
efficiency, and achieve organizational objectives.
Proficient user of Lotus Notes, DRI, Aspen, CPI, MS Office (Word, Excel, PowerPoint, and Outlook).
Professional Experience
Wells Fargo San Jose, CA
Loan Doc Specialist 4 2008-2014
Responsible for the sales of foreclosed land and residential properties in the Real Estate Owned Department of Wells
Fargo Bank by hiring realtors, attorneys, and title companies. Effectively managing time and expenses appropriately
to maximize the return to the bank.
Managed agents to sale land and property, constant follow-up and rapid responses, achieved award
for highest ranked in the region with 45 days on market and 37 days for contract to close date.
Proofread and signed all legal documentation for the sale and transfer of property, tracking crucial
deadlines resulted in fast turnaround times and saving the company money.
Built strong working relationships by providing high level of customer service to my peers and as well
as vendors scoring 97% satisfactory on the Vendor Survey.
Ensured all office administration ran smoothly, Maintained the office, ordering office supplies, being
the point of contact, and attending the building quarterly meetings kept the office running smoothly.
Produced high quality work, remained organized and focused to detail led me to scoring 3.51% in QA
the second lowest error rating in the region with two months of zero error findings.
Administrative Assistant 2006-2008
Provided Administrative support to the Vice President, thirteen District Leaders and four Region Leaders as well as
their staff totaling 91 employees in the Appraisal Department of Wachovia Bank.
Trained Division and National leaders and their administrative assistants by providing a presentation on new
administrative processes for the merger of World Savings Bank to Wachovia Bank to, which led to a better
understanding of their job duties, processes and procedures.
Prioritized projects effectively and met expectations. Kept leaders and their teams informed and well prepared
for meetings and deadlines.
Trained new hires, simplified procedures and giving hands on experience, created a seamless transition for
the department. Awarded Star Administrative Assistant of the year (Striving Thinking Accomplishing
Resolving)
Customer Service Liaison 2005-2006
Provided Administrative/Customer Service support to the Appraisers in the Appraisal Department of World Savings
Bank in a fast pace environment with the responsibility of assigning work to the appraisers and scheduling
appointments timely and geographically close to keep the appraisers working as efficiently as possible so they are
able to meet their monthly goals.
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Took on new division projects, testing programs, creating and implementing policies and procedures,
which generated an increase in work flow and a quick turnaround time for the appraisers and loan officers.
Maintained a steady work flow while training management and staff, was instrumental to the success
of the new program Same Day, Next Day, Every Day. Awarded the Golden Pickle Award in Customer Service
for being elected to try a new procedure and train all staff to implement.
Accurate Appraisal & Review, San Jose, CA
Administrative Assistant/Processor 2003-2005
Providing general administrative support to the CEO/VP and staff of 30 Appraisers of Accurate Appraisal and Review
Processing and distributing orders to the staff in a fast pace environment, editing appraisal reports, proactively assist
the Marketing department with generating new forms, compiling packets, and the Accounting department in invoicing,
collections and mailings. Acting independently to determine new office policies and procedures to improve the
company.
Lattice Semiconductor, San Jose, CA
Administrative Assistant 2001-2002
Support the VP of Software Engineer, Major Accounts, Director of Marketing and their direct reports totaling a
department of 90 in general administrative support.
PerkinElmer Optoelectronics, Sunnyvale, CA
Administrative Assistant 2000-2001
Support the Director of Engineering - Imaging Systems and direct reports in general administrative support.
Accomplishments
Notary Public – California County of Santa Clara Commission #1993262 expires October 6, 2016
Education
High School diploma, San Jose, CA
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