Remote Customer Service Professional Resume
Resume:
xChristopher Roque
Whittier, California
*****.*****@*****.***
SKILLS & QUALIFICATIONS
Highly developed interpersonal and relationship-building skills with an ability to establish rapport and excellent communication with Clients and Associates.
Commitment to anti-oppression/anti-racism, diversity, and inclusion.
Involvement in implementing crisis intervention strategies within varying environments, with thorough knowledge of mental health, substance use, and systemic breakdowns.
Proficient in Microsoft Office, MS Teams, HMIS, CHAMP, and Various Software Suites.
Possesses administration and case management within various settings; including incident/accident reports, case notes, client meetings, clients need, detailed note history, health, and safety documentation.
Applied ability to prioritize, organize and manage a workload/caseload with integrity, people first-service orientation, adaptability, and flexibility.
Adept at developing and maintaining processes that reduce redundancy, improve accuracy and efficiency, and surpassing objectives.
People and process focused with superior interpersonal skills; an ability to exercise sound judgment and problem-solving skills, coping with stressful factors while remaining detail oriented.
Excellent written and verbal communication skills in English, with a demonstrated ability to foster engagement, establish relationships, resolve conflicts, and elicit cooperation/collaboration.
CERTIFICATIONS
Suicide Awareness, Working with Transgender/Non-Binary, Sexual Harassment Prevention, Drug Identification.
PROFESSIONAL EXPERIENCE
Program Case June 2022 - Present
The Salvation Army, Whittier, California
Maintain documentation with all regulatory and internal policies.
Participate in regular case conferencing call and personal meetings with clients.
Document all participant interactions through case notes using clinical documentation and HIPAA standards, and maintain timely, thorough, and accurate records for reporting purposes in HMIS and CHAMP database.
Conduct case management services: Intake, assessment, planning, and monitoring.
Assist clients with obtaining necessary documents (ID, SSN, Income, Etc.) for expediting resources.
Support client discharge to transitional or long-term housing.
Communicates with landlords and familiarize them with the Salvation Army programs and the unique needs of participants.
Build and maintain a documented network of referrals and resources for clients, and foster relationships with local service providers and agencies.
Train new Case Managers of shelter rules, policies, and procedures.
Knowledge and experience in case management, social services, permanent housing, mental health, substance use, and systemic breakdowns.
Loan Processor July 2021- May 2022
CalCap Financial, Pasadena, California
Provide customer service to applicants.
Obtain loan docs and process / prep loans for underwriting.
Populate fees and conditions using Encompass software.
Review fees and obtain outstanding conditions to complete file.
Open Escrow, order appraisals, desktop reviews, feasibility studies, and title reports.
Analyze appraisal and reviews for any issues.
Work with Loan Officers, Escrow Agents, Title Agents, and Borrowers to proceed to closing table.
Loan Processor November 2013- June 2021
Kelly Mortgage, Aliso Viejo, California
Loan processor for the Manufactured Home department.
Received and reviewed 1003 and set up new file using Dropbox and Excel.
Reviewed initial loan package including IDs, Social Security Cards, and income documents.
Contacted buyers with initial phone call and provided customer service for clients throughout the loan process via phone, email and fax.
Communicated loan details, and relayed updates to buyers, sellers, and escrow officers.
Reviewed income documents and ordered credit reports through MFI Credit Solutions.
Analyzed credit reports. Contacted buyer with any questions or concerns.
Calculated debt to income ratios using pay stubs, tax returns (self-employed), retirement income, and other sources of income.
Created loan submission with a summarization of buyers financial and credit strength for approval. Sent to lender for review.
Relayed loan decision, stipulations, and conditions to buyer.
Completed initial disclosures and closing settlement statements using Calyx software.
Once signed closings were received, documents were stacked and sent to Broker for completion of file.
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