Customer Service Administrative Support

Ana Freitas

*******.*************@*****.*** 321-***-**** Orlando, FL

Professional Profile

Trilingual, dedicated, and self-motivated professional with over 20 years of experience in customer service, mortgage processing, collections, office management, and administrative support. Known for consistently delivering high-quality work, meeting tight deadlines, and exceeding expectations in dynamic environments. Skilled in a broad range of software and systems, and recognized for excellent communication, organization, and leadership skills. Languages

- English - Fluent

- Portuguese - Fluent

- Spanish - Fluent

Technical Skills

Microsoft Windows, Microsoft Office Suite, FileNet, Encompass, CoreLogic, ACAPS, Calyx, LexisNexis, RealQuest, Fraud Guard, QuickBooks, ADP, RollMaster, RFMS, Document Management Portal Areas of Expertise

- Mortgage Loan Processing & Closing

- Customer Service & Sales Support

- Office Management & Administration

- Collections & Billing

- Account Reconciliation & Invoicing

- Compliance & Documentation

- Scheduling & Vendor Coordination

- QuickBooks & Payroll Systems

Professional Experience

Ally Building Solutions - Warranty Coordinator

Orlando, FL Jun 2024 - Apr 2025

- Managed and processed warranty claims related to flooring products, ensuring timely and accurate resolution of customer issues

- Coordinated communication between customers, contractors, and manufacturers to facilitate repairs or replacements under warranty agreements

- Maintained detailed records of warranty claims, inspections, and outcomes to support quality control and compliance

- Assisted in scheduling inspections and follow-ups to ensure customer satisfaction and warranty compliance

- Provided support to sales and service teams by addressing warranty-related inquiries and troubleshooting product concerns

Ana Freitas

*******.*************@*****.*** 321-***-**** Orlando, FL Orlando Magic Stone Inc. - Office Manager

Orlando, FL Apr 2020 - Jun 11, 2024

- Oversaw flooring installation scheduling and customer communications

- Managed QuickBooks, ADP, invoicing, estimates, and accounts receivable/payable

- Maintained organized digital and paper filing systems

- Coordinated vendor purchases and supply inventory

- Prepared professional reports, billing, and presentations Silver Star Mortgage - Loan Processor

Orlando, FL Dec 2017 - Mar 2020

- Processed Foreign National, Conventional, and Non-QM mortgage loans

- Supported loan officers and ensured timely, accurate closings

- Reviewed credit, income, appraisal, and title documents for underwriting

- Worked with major builders: Lennar, DR Horton, Pulte Homes Digital Risk - Loan Processor II

Maitland, FL Feb 2015 - Aug 2017

- Specialized in Home Equity Loans for Bank of America

- Reviewed contracts, appraisals, and calculated financial qualifications

- Ensured regulatory compliance (RESPA, HMDA)

- Met quality, production, and closing deadlines consistently SE Floors - Collector

Orlando, FL Jun 2013 - Feb 2015

- Managed B2B collections and customer service

- Tracked and posted receivables; resolved delinquent accounts SAFCO - Auto Collector

Orlando, FL Jan 2012 - Jun 2013

- Assisted customers with delinquent auto loans

- Handled payments, deferments, and due date adjustments

- Recognized as Top Collector in 2012

Wells Fargo - Mortgage Loan Processor / Auto Finance Collector II Lake Mary, FL Dec 2006 - Jan 2012

- Processed mortgage loans and supported underwriting

- Conducted skip tracing, collections, and negotiated payment plans

- Maintained exceptional performance in collections and compliance CSI Inc. - Administrative Assistant (Orlando Apartment Guide) Orlando, FL Apr 2002 - Dec 2006

- Handled office administration, accounts payable/receivable, and reporting

- Supported sales staff and regional director with contracts and scheduling Ana Freitas

*******.*************@*****.*** 321-***-**** Orlando, FL Education

High School Diploma

Completed in Recife, Pernambuco - Brazil

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