Customer Service Quality Assurance

Raymond Castillo

Mobile: 510-***-****

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

QUALIFICATIONS

• Detail and results-oriented

• Meet deadlines in fast-paced environments where timing is critical

• Dependable and resourceful with ability to prioritize responsibilities

• Manage confidential/sensitive information and projects with discretion

• Impeccable quality assurance

KEY STRENGTHS

• Creative problem solver

• Flexible to change in priorities and direction

• Provide excellent and prompt courteous customer service

• Excellent communication and interpersonal skills/tactful and diplomatic

• Ability to interact positively, tactfully and diplomatically with all employees, managers, vendors and C-level Executives

EXPERIENCE

Federal Express/ CUSTOMER SERVICE REPRESENTATIVE

December 2023 – Current 2024, Pleasanton, CA

• Provide quality customer service thru daily engagement, assisting customers with their questions and completing orders to ensure satisfaction

• Review and manage orders and reports for accuracy by double-checking all documents

• Provide accurate estimates on time frames for completion of orders

• Internally expedite shipment of customer orders

• Troubleshoot any issues that arise during the order process, escalating more complex problems to Account Manager, when necessary

• Monitor and verify inventory levels and report to inventory team RH Painting / VAN DRIVER

June 2022 – December 2023, Dublin, CA

• Operate company van for transport of paint supplies and materials to and from various job-sites

• Communicate effectively with dispatcher via two-way radio

• Wash and clean interior and exterior of assigned vehicle

• Routinely inspect and check vehicle for any mechanical deficiencies

• Perform various other duties as assigned by supervisor Flagstar Bank / SENIOR CLOSER

June 2019 - May 2022, Dublin, CA

• Trained team members and new hires on company procedures, processes and systems to meet regulatory compliance

• Prepared loan packages for the closing and funding process

• Prepared and sent out closing disclosures (CD) for clients to execute

• Reviewed and audited signed loan documents to verify they were completed as required

• Generated, reviewed, and approved the closing package and HUD-1 Settlement Statement

• Calculated funding amount for each loan package, balanced figures with the closing agent, released wire and funded loan

• Served as a liaison between the financial institution and closing agent to facilitate the closing of residential loans

Raymond Castillo

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McDuffie Mortgage / FUNDER

Feb. 2018 - Aug. 2018, San Ramon, CA

• Analyzed and reviewed loan documents for underwriting purposes to achieve clearances to meet company benchmarks. Reviewed with 100% accuracy.

• Conducted initial and follow-up calls for verification of employment for loans prior to funding

• Verified and secured requirements of 1004D documents and accurately prepared them for appraisal process

• Managed loans including ARMS, FHA, VA, conventional loans and investor purchases

• Executed loan audits, security and privacy protections with consummate and absolute confidentiality

• Balanced settlement statement/CD and corrected appropriate fees before sending wire transfers Commerce Home Mortgage / CLOSER/DOCUMENT DRAWER

Sept. 2011 - Nov. 2017, San Ramon, CA

• Examined, verified, approved loan information on programs including ARMS, FHA, V.A. and conventional loans and investor purchases

• Managed input of confidential information while following audit procedures and enforcing security and privacy protections

• Carried out review and approval of HUD-1 and insurance

• Achieved 100% accuracy in procuring benchmark specifications for meeting loan requirements

• Liaison and interface between bank and escrow/title company

• Arranged meetings and appointments for loan document signings between title companies and clients

• Coordinated timeline of document signing in order meet deadlines in a timely and successful manner

• Directed inquiries to appropriate branch personnel for clarification

• Cross trained in closing, document drawer, funding protocol, and corporate procedures Fremont Bank / FUNDER

Sept. 2010 – Jan. 2011, Hayward, CA

JP Morgan Chase & Co. / CLOSER/DOC DRAWER

Feb. 2010 – Sept. 2010, San Ramon, CA

Wachovia Mortgage FSB / CLOSER/FUNDER

Oct. 2008 – July 2009, San Leandro, CA

Washington Mutual Bank / CLOSER

May 2007 – Oct. 2007, Pleasanton, CA

JP Morgan Chase & Co. / FUNDER CCT

June 2003 – Oct. 2006, San Ramon, CA

Union Planters Mortgage/Broadstreet Mortgage / FUNDING ASSISTANT Dec. 2001 – June 2002, San Ramon, CA

Ingram Micro / MSD SPECIALIST TEAM LEADER

Jan. 1994 - Aug. 2001 Newark, CA

● In charge of all daily MSD operations including training and supervision of up to 23 associates, coordination of shipping and receiving activities, vendor relations and customer service Raymond Castillo

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EDUCATION

• Ohlone College/General Education Curriculum

• Irvington High School/Graduate

COMPUTER SKILLS

• Microsoft Office Suite: Word and Excel

• Encompass

References Provided Upon Request

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