ROSE SANTANA

aducqi@r.postjobfree.com 303-***-**** Aurora, CO 80011

SKILLS

● Customer service

● Call center

● Inbound & Outbound Calls

● Microsoft Office Suite

● Loan processing

● Billing

● Training

● Data entry

● Technical support

● Problem-solving

● Underwriting

● Troubleshooting

S3 Shared Services Centennial, CO 12/1021 - 09/2022 Customer service and Loan processor

● Assisted credit union members with loan processing requirements

● Interviewed customers regarding dealer adds issues and reported feedback to the credit union team.

● Reviewed and verified borrowers' income, credit reports, property appraisals and supplemental information to prepare documents for underwriting.

● Supported loan officiant and underwriter teams by ensuring timely, judicious, and accurate loan processing.

● Maintained complete confidentiality of all submitted information according to release guidelines. Cochlear Americas Lonetree, CO 09/2020 – 08/2021 Order and Insurance advocate

● Assisted recipients and Audiologists/Clinics with ordering medical devices and upgrading existing devices through Insurance.

● Advised recipients and Audiologists/Clinics what Insurance would cover and what they would not cover as well as copay and Out of Pocket costs.

● Assisted Recipients and Audiologists/Clinics with finding the correct accessories to assist in the performance of the Cochlear device.

Credit Union Direct Connect Englewood, CO 08/2016 – 4/2020 Customer Service Representative/Underwriter, 02/2018 – 04/2020

● Assisted approximately 80 to 150 Dealers with questions and requests such as changes in their loan application structure.

● Evaluated Dealer account information to assess current issues and determine potential solutions.

● Interviewed customers regarding dealer adds issues and reported feedback to the credit union team.

● Resolved an average of 560 to 1050 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.

Loan Processor/Loan Funder, 08/2016 – 02/2018

● Reviewed and verified borrowers' income, credit reports, property appraisals and supplemental information to prepare documents for underwriting.

● Supported loan officiant and underwriter teams by ensuring timely, judicious, and accurate loan processing.

● Maintained complete confidentiality of all submitted information according to release guidelines. 24/7 Intouch Aurora, CO 03/2015 – 08/2016

Customer Service Representative/Technical Support Representative

● Informed customers about billing procedures, processed payments and provided payment option setup assistance.

● Evaluated customer account information to assess current issues and determine potential solutions.

● Assisted approximately 120 customers each Shift with Technical support questions.

● Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems. Sprint Corp. Englewood, CO 06/2012 – 02/2015

Customer Service Representative

● Informed customers about billing procedures, processed payments and provided payment option setup assistance.

● Evaluated customer account information to assess current issues and determine potential solutions.

● Maintained revenue streams by exhausting every option before offering refunds.

● Worked with managers to develop service improvement initiatives. EDUCATION

University of Phoenix Tempe, AZ

Business Management Degree (some courses completed) Gateway High School Aurora, CO

High School Diploma

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