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Work Director Customer Service

San Bernardino, CA
March 17, 2023

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San Bernardino, CA ***** · 909-***-****

Efficient and reliable professional with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skill. Ability to manage multiple job functions. Self-motivated work ethic with ability to work independently or in team environments.


Proficient in Microsoft Word, Outlook, Excel, Access

Strong communication skills with positive attitude and candid behavior.


Quality Leadership


AUGUST 2007 – JUNE 2022

LOAN SERVICING SPECIALIST IV, wells fargo home mortgage

Provide customer service for internal and external customers, Attorneys and Title companies with Lien Release questions.

Part of Office of the President team to resolve high escalated customer requests.

Performed initial research to solve inquiries from customers regarding their outstanding liens on mortgage property.

Verified Mortgage documents for accuracy. Researching Discrepancies and recording information.

Acted as de-escalation liaison for internal management team and provided resolution to customers.

Involved in writing Initial Research procedures and trained team members on the initial research process.

Ran compliance reports to ensure loans were completed by due date.

Use of Reslog, PAC2000, Rekon, ICMP, Tracker, Arrow, MSP, Data Tree, Netronline, Clipr, ItTurbo, Unicar.

Proficient in navigating multiple databases for various portfolios such as Client 106, Wachovia Mortgage, Norwest Mortgage, GE Capital Mortgage

Handled sensitive information received from Customers, Title Companies and Attorney’s office.

Knowledge of Mortgage/Title documents.

Received, Sort and cleared county rejects on return mail issues

Utilized ESO website to create Fed Ex labels.

MAY 2004 – AUGUST 2007

WORK DIRECTOR I & II, wells fargo home mortgage

Overseeing and maintaining imaging lines to run smoothly, productively, effectively, and efficiently.

Responsible for scanner maintenance in effort to minimize workflow disruptions.

Plan, coordinate and monitor the daily activities of the moderately complex to complex work of less senior team members.

Assisted management with the creating and coordinating weekly team schedules.

Review, prioritize and distribute work to meet deadlines and goals; monitored work in progress adjusting as needed.

Involved with management on procedure review and development of new procedures.

Understands the importance of structure and productivity in the workplace.

Capable of being organized and promoting organization on the job.

Updating Access database daily to ensure accurate reporting.

Performed monthly audits, and timings on employees to ensure appropriate procedures were being followed.

Performed quarterly security audits.

Scanning and validated imaged files.

Reviewed web time system to ensure employees were reporting timesheets, accurately.

Lead weekly meetings with department and discussed updates and procedure changes.

OCTOBER 1998 – MAY 2004

OPERATIONS PROCESSOR, ge capital mortgage

Performed post-closing audits.

Labeling and scanning origination files to underwriters.

Processing/Logging incoming application fees in the cash department.

Opening, sorting and distributing incoming mail for the entire department.

Ordered custodial files.


JUNE 1981



Member of Toastmasters, Latin Connection, Cornerstone, Diversity committees and Filipino American Association of San Bernardino County. Volunteer to Mary’s Mercy Center, St. Adelaide Church, and Ronald McDonald House

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