Renatta Valenzuela

Objective

Seeking a position within a customer specialist position where I can use my customer service experience to grow within a company. I’m experienced in Time Management, Meeting Deadlines, and Resolving Customer Issues. I have and will use my extensive research skills in making sure that customers are satisfied with results.

Education

Northern Arizona University

Bachelors of Science

Skills

Strong background in customer service.

Proficient completing multiple tasks at a time

Critical Thinker

Professional Experience

Wells Fargo 05/14- 04/16

Home Preservation

Interview borrowers to understand their specific situation

Identify and request the appropriate documents required for loan modification review

Analyze the customer’s financial situation and making recommendations on loan modification/ workout options to resolve delinquency.

Ensure necessary information and complete packages are received in a timely manner.

Answer inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, short sale and foreclosure process.

Identify, maintain, track and log requested documentation for loan modification review.

Place outbound calls to notify borrowers when additional loan document information is required or to follow up on loan documents.

Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines.

Effectively work in a team environment in an effort to achieve team/ volume goals and provide superior customer service.

Work a pipeline about 120 customers

Office of the President Dealer Service 04/16- 04/19

Received phone calls in regards to complaints

Research in regards to complaints

Receiving warm transfer customer complaint calls from the line of business

Thoroughly researching and resolving verbal and written complaints

Managing case load and ensure adherence to service levels

Monitoring the phone line for incoming calls escalations and monitor personal queue for incoming written escalations

Demonstrating superior customer service skills when resolving complaints orally and in writing

Demonstrating independent critical thinking skills when researching and resolving complaints

Solving complex customer concerns and determine root cause origin

Working independently and demonstrating success in high production and quality scores

Exhibiting business knowledge by understanding policies and having experience in the origination and servicing system of records

Building and maintaining relationships with business partners

Having superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations

Small Business Executive Office 04/19 -07/20

Ability to research and correspond with customers, responding to their questions and concerns with detailed information.

Ability to respond to escalated inquires complaints and disputes on all Small Business Lending Operations products and accounts.

Solving escalations, completing a root cause analysis, looking for risks to the business and recommending improvements to the process and procedures used for Small Business Lending Operations.

An ability to manage a pipeline of work from assignment to completion.

Experience in assisting customers positively when the customers are difficult or irate Mortgage Processor 07/20

customer service, loan administration, collections, or sales environment demonstrated through work or military experience

pipeline about 20-30 customers

Responsible for file review of complex home loan applications. Functions are varied and include one or any number of the following: timely and clear communication with customers, HMCs, settlement agents, brokers, and other counter-parties to obtain missing information and documentation for the loan file; obtaining and possibly clearing some approval stipulations; submitting loan file to underwriting for review; ensuring all compliance and underwriting guidelines are met; entering loan information into the system; prioritizing and/or managing assigned pipeline to meet anticipated closing date and performance metrics. May provide guidance and training to other Mortgage Processors.

05/13- 04/14

First American Credit Union

Answering phones

Opening and closing account

Handling money

Chase Direct Auto Finance- Phoenix, AZ 01/09-03/13 Loan Closing/ Doc Prep

Efficient in Closing Chase Auto Loan

Took about 100-200 calls a day

Able to work easily with bankers, customers, and dealers to obtain information needed for their loan closing process

Utilized and improved Critical Thinking and Analytical Skills, while providing support to customers.

Bankruptcy Department used to work the title desk with releasing the lien release and sending titles out

Chase Direct Auto Finance- Phoenix, AZ 02-07-12/08 Collections

Took about 75-100 incoming calls from Chase Auto Clients

Dealt with customers who auto was about to be repossessed

Spoke with customers about making a payment to Chase before their vehicle was repossessed

Contact this candidate