Customer Service Administrative Support

KIMBERLY SILVA

Orange, CA *****

**************@*****.*** 714-***-****

Professional Summary

Experienced financial services professional with over 15 years of expertise in loan processing, debt management, customer service, and operations. Known for handling high-volume client pipelines, training new staff, managing financial records, and delivering exceptional customer experiences. Adept at streamlining processes and maintaining regulatory compliance, with a strong foundation in sales and administrative support.

Core Competencies:

Loan Origination & Processing

Debt Management & Settlement

Customer Relationship Management

Payroll & Accounting (A/R & A/P)

Sales & Inside/Outside Business Development

Employee Training & Team Leadership

Office Operations & Administrative Support

Proficiency in Microsoft Office & CRM Tools

Professional Experience:

Quick Start Services – Irvine, CA

Sr. Loan Advisor / Account Manager / Sales Assistant Floor Manager

April 2016 – Present

Managed high-volume inbound calls and client inquiries regarding loan consolidation and debt resolution

Closed 60–80 files monthly, maintaining quality assurance and regulatory compliance

Trained new employees across multiple locations on systems, policies, and client handling

Qualified clients for federal and private loan programs; submitted documentation to the DOE for approval

Oversaw payroll, commissions, accounts receivable/payable, and monthly agent performance reports

Provided debt settlement services for private loans, acting as a subject matter expert

Supported enrollment tracking, income verification, and documentation compliance

Everlast Home Energy Solutions – Santa Ana, CA

Sales Representative / Receptionist

May 2015 – April 2016

Handled heavy inbound/outbound call volume and provided exceptional customer service

Delivered consistent daily sales results in a competitive energy solutions environment

Maintained detailed call notes and product knowledge to maximize lead conversions

Worked in both inside and outside sales capacities

CAST / Market Force – Orange County, CA

Merchandiser / Auditor

April 2007 – May 2020 (Part-time/Contract)

Conducted inventory audits and retail resets at 30+ retail locations weekly

Captured accurate photo documentation for reports and compliance

Performed SKU and expiration audits, signage updates, and inventory changeouts

Physically capable of lifting 40+ lbs and meeting tight reporting deadlines

The Lending Factory – Santa Ana, CA

Operations Manager / Sr. Loan Processor / Vice President

April 2006 – October 2012

Oversaw full loan pipeline processing for purchase and refinance transactions

Managed all front and back-office duties, including payroll, accounting, and staff coordination

Worked directly with lenders, reviewed appraisals, and maintained broker relationships

Handled all loan documentation, client communication, credit analysis, and regulatory requirements

Security Mortgage – Anaheim, CA

Sr. Loan Processor

April 2003 – April 2006

Processed 30–60 loans monthly, including documentation review, credit pulls, and escrow/title setup

Submitted full-doc and stated-income loans, ensured conditions were met (PTD/PTF)

Collaborated with agents to lock rates and manage file submissions for timely closings

Education:

General Education Diploma (GED)

Rancho Santiago College – Santa Ana, CA

Criminal Justice Coursework:

University of Phoenix

Certifications:

Sr. Loan Processor Certification – Ongoing

Technical Skills:

Microsoft Office Suite (Excel, Word, Outlook) – 10+ Years

Typing Speed: 55+ WPM

Familiarity with CRM and financial processing software

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