Customer Service Administrative Assistant

SONIA MARTE

St. Cloud, United States ***** 917-***-**** ******.*****@*****.***

Professional Summary

A Highly Empathetic and Hardworking Customer Service Associate with over 9 years of experience in fast-paced office and Remote settings. Focused on going above and beyond to support team and serve customer. Trained in professionalism and people first attitude to offer top-notch customer service support.

Skills

Listening skills, Decision Making, Team Work

Adaptability/Data entry

Multitasking Abilities, Time management

Analytical and Critical Thinking

Call escalation, Inbound call answering

Problems resolution/Interpersonal Skills

Patience/Empathetic/Friendly

Excel, Word, Calyx Point, Outlook

30-40 wpm Taping speed

Respectful Attitude/Self Control

Bilingual Customer support/confidentiality

Bilingual Spanish/English

Work History

Administrative Assistant - REMOTE 01/2003 to Current Musical Madness Ent. – FL/NY

Performed clerical duties, arranged meeting, travel accommodation, and prepared reports Handled escalated callers to reach positive outcomes Created budget to meet financial goals and cash flow Developed client relationships and earned reputation for exceeding service standard goals Assisted customers with Spanish-language inquiries in timely and professional manner Managed time by prioritizing workload

Manager over 50 calls per day

Maintained customer satisfaction with forward-thinking strategies on addressing customer needs and concerns

Mortgage Loan Processor Assistant 06/2003 to 05/2008 JN Mortgage Company – New York/Saint Cloud, NY/FL

Set up and completed loan submission packages

Assisted customers with completing loan applications and other paperwork Reviewed loan files for completeness, identified missing documentation Generated condition lists for applicants, and handle condition from underwriter Coordinated closing process with attorney, and title companies Ordered VOE, VOR, VOM, pay off amount, title, appraisals and run credit reports Monitored pipelines to track and log status of loans Work with pipeline of 20-30 Loans per day

Education

Certificate : Office Specialist/ Word Processing 08/2001 Professional Business College - New York, NY

Diploma: English As A Second Language 01/1993

Techno Dent Training Center - New York

High School Diploma 06/1989

Colegio Sicopedagogico - La Vega, DR

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