Management, Administrative Assisstant, Customer Service
Resume:
Felicita Serrano Soto De Maldonado
Villa De Karen
*** ***** *****, *******, ** 00662
787-***-**** cell
************@*******.***
Career Goals To obtain a challenging position that offers growth and opportunity where I could contribute to your organization’s success through the use of exceptional customer service, excellent computer skills, managerial, and people skills.
Summary
Highly motivated Customer Service professional. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision. Strong verbal, written, and listening skills. Comfortable interacting with all levels of the organization and public. Proven ability to work independently, handle simultaneous projects, and meet deadlines. Solid communication, organization, able to negotiate and problem solving quickly, accurately, and efficiently. Adept at multitasking. Committed to quality and excellence. Bilingual: Spanish/English
Employment
Southern Title/Southern Alliance, ABA 10/2002 to 12-2-2008
Branch Manager/Deltona (5/1/2006 to 12-2-2008) Deltona, Florida
Construction Loan and Credit line Closing Officer (Southern Alliance, ABA) (5/2003)
Commercial Closing Assistant/Officer (10/2002)
During the course of my employment with Southern title, I have been promoted to various positions within the company. I began my employment as a Commercial Closing Assistant and than advance to Closing Officer in our Edgewater office. From here I was promoted to Construction Loan and Credit line Closing Officer for Southern Alliance an Affiliated Business Partnership. Excelling in my position I was promoted to Branch Manager. My job responsibility as a Branch Manager is to oversee, coordinate and manage the operation and staffs of a closing branch office in the geographic area of responsibility, following all federal and state regulations and company policies and procedures to ensure high level of productivity are achieved through cost effective procedures. Also I function as a Closing Officer with the responsibility of that position. As a Branch Office Manager, I am totally committed to the Vision and Mission of the Company, I am customer-focused. I operate independently in a changing environment and I take an active leadership role in promoting and supporting the strategic direction of the company. My job responsibility as a Commercial Closing Assistant and Closing Officer is to complete each file given to me from the start to the final closing. I am responsible for all documents and disbursement of all funds received. Handle any problems that the builders or Lenders will have with any documentation and any question they might need answer. I am also responsible to send out all documents to be recorded and typing endorsements to the existing loan policy. Handle the weekly income report for the commercial department as well as the end of the month management report for the commercial department. Supervise the daily work status and performance of my assistant.
The Right Look (Fashion Accessory Store) 2006 to 2008
Owner Sanford, Florida
Mortgage Loan Processor 11/2001to 1/2002
SunTrust Bank (Sperion) Maitland, Florida
My responsibility as a Mortgage Loan Processor is to qualified customer for the Enhance Streamline Refinance and for modifying there loans as well as handle all documents needed to close the loan. I did post closing on loans being modified, ordered appraisals, Flood Search, and Title Search.
Documentation Specialist 9/2000 to 2/2001
Banco Popular Orlando, Florida
My responsibility as a Documentation Specialist is to prepare all loan documents need for closing on Commercial, Consumer, and any Refinanced loans. I also prepared Good Faith Estimates, updated files on loans that are renewed. I prepared spreadsheet reports on loans that are in the processes and ready to close.
Commercial Real Estate Loan Processor 3/2000 to 9/2000
International Bank of Miami Miami, Florida
My responsibility as a Commercial Real Estate Loan Processor is to review all loan application, pull and review credit reports, verify bank, mortgage accounts, income of employment, property information, and escrow accounts, Ofac (criminal background) report, D & B reports ( Dunn & Bradstreet), Article of Incorporation and lien search. I also pull and review reports on loan in processes. I prepare letters of pending items needed to complete the process of a loan. Prepared letters for the Vice President to go out to customers and have also prepared commitment letters. I inputted credit reports, income, bank references, and escrow verification in the analysis report. I’ve ordered appraisal, environmental, and flood hazard reports. Paid invoices, called customers for updated financial statements and past due loan payments.
Research Specialist/Customer Service Rrep. Team Leader 11/1997 to 3/2000
(Auto, cons., and mtg. Loans) Reading, Pennsylvania
Sovereign Bank
My responsibility as a Research Specialist and also as a Customer Service Rep, Team Leader. Is to provide consistent quality customer service. I’ve also provided on job training for all new research representative and customer service representative. I’ve worked independently on resolving customers disputed issues, worked daily in the research database with a consistent under 5 day turnaround time. I’ve prepared training materials with in the department. Prepared spreadsheets for histories applicable to account on excel. Prepared payoff statements as well as quoted payoffs. I’ve placed and lifted freezes on line of credit account. Deleted and expired billing statements on foreclosed accounts, or accounts going into bankruptcy, calculated loans set up incorrectly, along with closing existing loans. I’ve corrected and expired late charge segments on account, also assessed and waived fees, corrected payments posted to account incorrectly. I’ve handled a high volume of incoming calls as well as customer complaint calls with minimum supervision. I’ve attended regular staff meetings and training seminar. I was also in charged of assigning research cases to the research rep. I’ve assisted other representative on resolving difficult cases, assisted the Consumer Loan Supervisor or the Executive Supervisor in researching and resolving customer service issues, Assisted Manager of Records Retention on locating histories and other data pertaining to acquisition.
Education Daytona Beach Community College (DBCC). 2003 Daytona Beach, Florida,
* Closing Concept Training Course
Gold Coast Professional School, Inc 2000 Miami, Florida
*Mortgage Broker
Albright College 1999 Pennsylvania
* Introduction to excel 97
American Institute of Banking-AIB Courses 1997 Pennsylvania
* Commercial Loan Documentation * Principal of Banking
* Law and Application of Banking * Basic Accounting
Autoempresa Program 1996 Puerto Rico
* Small Business Administration * Creative Sales
Reading Area Community College Pennsylvania
* Para Legal Terminology and Research * Personal Computer 1
License: * Florida State Title Insurance License * Notary Public State of Florida
Skills: * Management * Legal Research * Sales Representative * Micro Coping * Administration * Microfiche
* Receptionist * Accountant * Escrow Accounting * Customer Service *Office equipment: Fax, Typing, etc.
References:
Will be furnished upon request.
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