Bilingual Administrative Specialist with Customer Service Expertise

NICHOLE BAEZ

PROFESSIONAL SUMMARY

Motivated and bilingual professional and seven years of experience in administrative work and high-level customer service. Proven ability to deliver high-quality results under pressure, adapt to complex mortgage and insurance systems, and maintain exceptional attention to detail. Committed to professional excellence and continuous improvement. MR. COOPER Lewisville, TX (Remote)

Customer Service Representative III (Level 3) April 2021 – May 2024 Provided high-level administrative support in a fast-paced environment, managing complex mortgage servicing inquiries with accuracy. Resolved escalated customer issues involving loan payments, escrow accounts, and legal documentation using policy knowledge and problem-solving. Consistently exceeded performance metrics for call resolution, customer satisfaction, and compliance targets.

Collaborated across four internal departments and supported the launch of two subcompanies within the servicing division.

Demonstrated high productivity and accountability while working independently. XTRA AMIGOS INSURANCE & MULTI SERVICES Carrollton, TX Insurance Agent / Office Administrator June 2019 – December 2020 Operated the office independently, overseeing daily administrative operations and business functionality.

Bilingual Services: Sold insurance policies, provided certified notary services, and translated legal documents between Spanish and English. Maintained accurate records and delivered excellent customer service to a diverse clientele.

WALMART Colleyville, TX

Cashier / Customer Service July 2017 – March 2019 Handled financial transactions quickly and accurately while resolving customer concerns and processing returns.

EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE

469-***-**** *******************@*****.*** Authorized to work in USA NICHOLE BAEZ

CUSTOMER SERVICE REPRESENTATIVE

469-***-**** *****************@*****.*** Authorized to work in USA EDUCATION:

DALLAS COLLEGE Dallas, TX

Associate of Arts Expected Completion: December 2026 High School Diploma Graduated 2017

SKILLS & QUALIFICATIONS

Languages: Native-level fluency in English and Spanish (Speaking, Reading, and Writing).

Experience: Meets and exceeds the 5-year requirement for administrative/customer service experience.

Administrative: Document translation, notary services,mortgage servicing, and high- volume data entry.

Soft Skills: Problem-solving, conflict resolution, and high-level adaptability

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