PRISCILLA HOLGUIN 909-***-****

Rancho, CA, *****

Pholgui123@gmail

S U M M A RY

P R O F E S S I O N A L S K I L L S

W O R K E X P E R I E N C E

Customer Care/Escrow Specialist 2018 – 2023

Freedom Mortgage Corporation San Dimas, CA

Assist customers with their escrow accounts to inquire why their mortgage payment increased. Also assist with spreading the shortage over 36 months to lower the payments.

Handled all billing inquires and payment arrangement that were 30, 60, 90 days pastdue. Was promoted during the pandemic to Loss Mitigation depatment to assist with a Forbearance that would assist with 180 days of delaying their mortgage payment, then once the program expires, we would assist with a Loan Modification to assist with remaining in the property.

Small Business Credit Card Specialists 2007 – 2017 Bank of America, Adecco Brea, CA

Worked in the Call Center assisting Primary's with their accounts regarding adding additional card holders and increasing credit line limits.

Assists with enrolling in Online Banking and to setup Recurring drafting for monthly payments. Processed payments and submitted payment research requests for misapplied payments, also to assist with accounts that were 30 to 60 days past due.

Assists in a pilot program with homeowners who were not able to make their mortgage payments through Making Homes more adorable,

Developed and implemented systems to ensure timely and accurate billing Acted as the first point of contact for customers and directed their calls to over 24 staff members

- Developed and maintained operational policies and procedures to ensure compliance with regulatory requirements and took their financials to see if they qualify.

Customer 2003 – 2007

Waste Management Company Irwindale, CA

Created customer satisfaction surveys utilizing Microsoft Word to drastically reduce and mitigate potential problems Created Microsoft Excel spreadsheets to track customer data and perform intense reconciliation processes Maintained quality control standards, seeking new ways to improve customer service Worked with customers in past due status to negotiate solutions that enabled uninterrupted service Worked in Call Center taking inbound call regarding their disposal accounts and billing inquiry's. Processed all payments and setup additional trash collections for bulky items.

setup roll off dumpsters

Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements accounts for constructions businesses.

E D U C ATION & C E R T I F I C ATIONS

High School Diploma Jun, 1980

Baldwin Park High, Baldwin Park, CA

Apr, 2018

New Horizon Computer Tech, Colton, CA