strong customer service skills, bilingual

Loren Lopez

*** ***** ******* ***

Los Angeles, California

Home 323-***-****

Objective

Seeking a challenging and rewarding position with a well-established organization where I can utilize my acquired experience.

Summary of Qualifications

•Highly motivated professional offering 10 years of working with the public with great interpersonal skills

•Strong customer service skills, excellent communication skills, bilingual

•Computer literate, proficient in Word, Windows 95, 98, 2000 XP

•Demonstrated the ability to efficiently manage and develop employees, team players and fast learner

Experience

EMC Mortgage, Irvine CA June 2008-present

Imminent default

•Modify loans prior to default

•Handle incoming calls/outbound calls

•Discuss arrangements with borrowers

Citi Residential Lending,

Rancho, CA October 2002- June-2008

Home Loans

Correspondence Representative (2005-2008)

•Handled a high volume of request for credit corrections

•Sent loan documents to borrowers per request

•Processed returned mail and updated with current borrowers information

•Route borrowers mail to correct department for appropriate handling

•Barcode and scan REO trailing documents into LINX VLF viewer

Collections Representative (2002-2005)

Handle incoming & outbound telephone inquires from the borrowers. Counsel borrowers and inform them of the various options to bring loan current. Setup payment arrangements and forbearance plans. Identify problem accounts and respond accordingly. I used speed pay to process payments for customers. Research and investigate borrower’s loans as needed. Make sure all information on the loan is accurate and updated as well as ensuring customer satisfaction.

Sprint PCS, Irvine, CA April 2000-July 2002

International wireless telecommunications provider

Retention & CSP Specialist

•Bilingual

•Resolved customer concerns thought product discussion, features, accessories, equipment, establish accounts, billing issues and account disconnections

•Achieve a call center control objective established for line of business while exercising good business practice

•Effectively communicate with supervisor, peers and customers 65% save ration for SPCS customers vs. 50% goal

Sees Candy, Shop Inc. October 1998-April 2000

•Supervised 5-6 employees

•Accounts payable, receivables, deposits, bookkeeping

•Very high volume of inbound calls

•Worked doers entry desk, collections on unpaid balances

Long Distance Service October 1996-1998

Customer service representative, filing, management of staff, data entry, ten key operators, handle a high inbound call volume, performed follow up calls, handled irate customers to diffuse anger.

General Truck Body September 1996 - October 1997

•Accounts payable, accounts receivable, order entry, payroll

•Assisted walk-in customers, general receptionist

Education

Garfield High School, General Education 19966

References available upon request

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