Customer Service Driven Professional
Resume:
CORTNEY FERNANDEZ
*****************@*****.***
Professional and caring individual with a strong work ethic who shows compassion and dedication to every client served. Has ample experience in roles requiring multitasking in ways like managing a team while taking client calls, staying engaged with them during the call while updating their important information through our online system, scheduling appointments, and maintaining a daily up to date staff schedule. Previous experience also includes working with clients in banking accomplishing monthly incentives and helping them accomplish their financial goals. I have also worked as an assistant to a loan officer reaching out to help clients understand the process and steps needed to qualify in purchasing their first/next home and ensuring to maintain trust in order to benefit my employer by keeping strong reliable relationships with clients to maintain their business in order to assist them with future business when the time came to refinance to improve their rates or the purchase of a new home. I am able to work independently and/or in a team centered environment with proven problem-solving skills, a strong work ethic and keeping a positive morale. Currently seeking a career to always gain more experience, pursue more opportunities, and always seeking to grow within the company.
Work Experience:
Caregiver/Medication Technician/Resident Care Coordinator Feb 2021 to Sep 2023
BridgePoint at Los Atlos
Los Altos, CA
• Took calls regarding potential new residents while documenting their current condition and filling out their application to move in.
• Communicated with resident’s physicians to keep medication lists up to date and made changes when necessary.
• Supervised and managed the care team, assisting with resident needs and supporting the Care Director with any of their unfinished tasks.
• Communicated with the resident’s families and physicians regarding any concerns, falls, or changes in condition the resident was experiencing at the pace required due to the situation that had occurred.
• Assisted with staff’s monthly schedule and kept updated daily due to staff calling out
Activity Leader/Personal Care Attendant/Driver
Aug 2018 to Feb 2021
My Friends Pediatric Center
San Jose, CA
• Enforced center policies and communicated them to staff and families.
• Developed daily age-appropriate activities and lesson plans for the center.
• Ensured clear communication between parents and staff regarding any noticed change of condition in their child’s behavior.
Member Service Representative Jan 2017 to Aug 2018 Provident Credit Union
Los Gatos, CA
• Handled various customer inquiries.
• Provided excellent customer service while completing transactions efficiently and/or filling out applications with correct and detailed information for new products the member was interested in while fully engaging with the member in a friendly, professional manner.
• Scheduled appointments for members seeking to speak with one of our loan agents.
• Reached goals for the number of products needed to be sold set by the company each month.
• Focused on customer satisfaction by actively working to understand and anticipate customer needs in order to sustain customer relationships.
Mortgage Loan Officer Assistant
Nov 2015 to Jan 2017
American Pacific Mortgage
San Jose, CA
• Created appointments with new leads.
• Reviewed/Analyzed credit and financial data.
• Collected supporting loan documentation and quickly and efficiently compared their documents with the details I had typed into our system to ensure all was correct before inputting my work into the company’s current system Encompass to determine whether the client’s were prequalified for the loan they desired.
• Input properly completed loan applications into Encompass.
• Managed calendar, scheduled appointments, and made reservations for my employer
• Regularly updated & maintained communication with clients, title officers, realtors, etc. and would relay that information to my employer to ensure they were aware of what next steps had been scheduled for them to complete.
Skills:
• High tolerance under stress/changes
• Attention to detail
• Creates a positive work environment
• Establishes great rapport with clients by assessing client’s needs and responding accordingly
• Strong phone etiquette and engaging, interpersonal communication skills
• Customer service
• Quick to problem solve
• Time management
• Setting reservations/appointments
• Multitasking
• Calendar Management
• Data entry
• Telemarketing
• Highly patient
Education:
High school diploma 2013
Valley Christian high school - San Jose, CA
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