Customer Service Specialist

MARIA S. FERNANDEZ

Montebello, CA ***** 626-***-**** ️ *********@*****.***

PROFESSIONAL SUMMARY

Dedicated and highly experienced Customer Service Specialist with a background in financial services and over 20 years of experience delivering top-tier client support, both in-person and remotely. Proven ability to communicate clearly, resolve issues efficiently, and maintain client trust across diverse customer bases. Self-motivated, tech-savvy, and adept at managing high-volume workflows in fast-paced environments. Known for professionalism, empathy, and consistent delivery of a positive customer experience.

CORE SKILLS

Customer Relationship Management (CRM)

Conflict Resolution & De-escalation

Phone, Email & Chat Support

Remote Communication Tools (Zoom, Slack, Teams)

Data Entry & Documentation Accuracy

Loan & Financial Product Knowledge

Self-Motivation & Time Management

Regulatory & Policy Compliance

Workflow Prioritization

Multitasking in Fast-Paced Environments

PROFESSIONAL EXPERIENCE

Client Services & Loan Support Specialist

Money Wise Mortgage – Whittier, CA (Remote/On-Site)

August 2010 – Present

Delivered high-quality remote and in-person support to a diverse client base, helping guide individuals through complex loan applications and account-related inquiries.

Maintained regular contact with customers via phone and email, ensuring timely updates and follow-through.

Resolved customer concerns with a proactive, solution-focused approach, leading to high satisfaction rates.

Managed sensitive financial data with discretion, accuracy, and compliance to privacy standards.

Trained clients and team members on tools, documents, and procedures related to loan processing.

Built long-term customer relationships through consistent support, empathy, and professionalism.

Successfully managed a remote client base using CRM platforms and digital communication tools.

Customer Support & Lending Advisor

Guild Mortgage – Whittier, CA

March 2000 – August 2010

Served as the primary contact for clients throughout the loan process, providing end-to-end service and support.

Helped clients troubleshoot document issues, guided them through applications, and ensured timely submissions.

Maintained thorough records, tracked client interactions, and ensured data accuracy.

Acted as a liaison between clients and internal departments, often translating complex financial details into clear, client-friendly terms.

Received positive feedback for patience, clarity, and calm under pressure.

EDUCATION

Associate of Arts (A.A.) – Business Administration

Pasadena City College, Pasadena, CA – June 1986

High School Diploma – Honor Student

Schurr High School, Montebello, CA – June 1984

TECHNICAL TOOLS & PLATFORMS

Microsoft Office Suite (Word, Excel, Outlook)

Google Workspace (Docs, Sheets, Gmail)

TECHNICAL TOOLS & PLATFORMS

Microsoft Office Suite (Word, Excel, Outlook)

Google Workspace (Docs, Sheets, Gmail)

CRM Software (Salesforce, Zoho CRM – quickly adaptable)

Communication Platforms (Slack, Zoom, Teams)

E-Signature Tools (DocuSign, Adobe Acrobat)

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