ADELLA CANTU
DALLAS,TEXAS
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MID AMERICA MORTGAGE
04.2020 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed a high volume of 100+ calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
CUSTOMER SERVICE REPRESENTATIVE
HOMEPOINT FINANCIAL
01.2019 - 09.2019
- Managed a high volume of 100+ calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
CUSTOMER SERVICE REPRESENTATIVE/Senior Mortgage Loan Processor
DISYS( BANK OF AMERICA)
02.2011 - 12.2018
- Handled any conditions sent from underwriting departments.
- Managed a large pipeline of loans, prioritizing tasks to ensure deadlines were met consistently.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Collaborated with team members to meet monthly targets, contributing to the overall success of the department.
- Exceeded customer satisfaction ratings by providing timely updates on loan statuses and addressing concerns promptly.
- Communicated with originator and applicant concerning progress of loan file.
- Played an instrumental role in reducing errors through thorough review processes and attention to detail in reviewing applicant information.
- Set up and completed loan submission packages.
- Processed mortgage loan applications accurately and successfully for over 2 years.
Education
High School Diploma -
L.G PINKSTON
Dallas, TXSkills
- Customer service
- Problem-solving
- Fluent bilingualism
- Customer support
- Call management
- Payment collection
- Call center operations
References
References available upon request.
Languages
Spanish
Professional Working
Timeline
CUSTOMER SERVICE REPRESENTATIVE
MID AMERICA MORTGAGE
04.2020 - 01.2023
CUSTOMER SERVICE REPRESENTATIVE
HOMEPOINT FINANCIAL
01.2019 - 09.2019
CUSTOMER SERVICE REPRESENTATIVE/Senior Mortgage Loan Processor
DISYS( BANK OF AMERICA)
02.2011 - 12.2018
High School Diploma -
L.G PINKSTON