Summary
Overview
Work History
Education
Skills
Timeline
Generic

ADRIANA ORTEGA

Phoenix,AZ

Summary

  • Dedicated, dependable and quick learning, quality-focused professional offering strong qualifications in Banking, Financial and Bilingual Customer Service positions and related activities. Sound judgment and decision-making skills, detail-oriented worker with proven communication skills with ability to facilitate multiple tasks in deadline-driven environments. SUMMARY OF QUALIFICATIONS / SKILLS
  • Proficient in Microsoft Office (Word, Excel, Power Point) Programs.
  • Bilingual English/ Spanish
  • Excellent Communication skills
  • Able to complete projects / meet goals in a deadline driven environment
  • Efficient multi-tasker.
  • Knowledge of administrative and clerical procedures, systems such as data entry word processing
  • Data entry 45 wpm
  • Ten Key by Touch 15,000
  • Experienced in Proof Encoding
  • Debits / Credits
  • Bank Testing (15,700) Enter data from source documents into computer
  • Data Verification and formatting.
  • Compare data entered with source documents.
  • Compiles, Sorts, and verifies accuracy of data to be entered.
  • Leadership, organizational, interpersonal and customer service skills

Overview

17
17
years of professional experience

Work History

Real Estate Agent

Home Smart
Scottsdale, Arizona
06.2019 - 01.2022
  • Present purchase offers to sellers for consideration
  • Act as intermediary in negotiations between buyers and sellers, generally representing one or the other Advise clients on market conditions, prices, mortgages, legal requirements and related matters
  • Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and leases Promoted sales of properties through advertisements, open houses, multiple listing services and other online advertising platforms
  • Accompany buyers during visits to and inspections of property, advising them on the suitability and value of the homes we visited based on current market conditions.
  • Increased property sales by implementing innovative marketing strategies and utilizing social media platforms.
  • Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.
  • Hosted successful open houses by preparing properties for viewing and effectively showcasing features to potential buyers.
  • Expanded client base through consistent networking events, maintaining a high level of customer service and professionalism.
  • Conducted comprehensive market research to provide clients with accurate information on current trends and pricing strategies.
  • Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
  • Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
  • Successfully managed multiple offers for sellers, securing the best possible outcome in each situation.
  • Advised clients on staging techniques to enhance property appearance and increase buyer interest during showings.
  • Enhanced client experience by offering personalized consultations tailored to individual needs and preferences.
  • Provided exceptional support during the negotiation process, advocating for clients'' best interests at all times.
  • Developed targeted marketing campaigns for luxury properties, attracting qualified buyers and securing high-value transactions.
  • Consistently stayed up-to-date on industry trends and best practices, attending professional development courses and seminars to better serve clients.
  • Negotiated, facilitated, and managed real estate transactions.
  • Presented purchase offers to sellers for consideration.
  • Advertised client properties through websites, social media, and real estate guides.
  • Marketed and sold property for clients by hosting open houses and advertising online and in print.
  • Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.

Baggage, Bilingual Claim Specialist

American Airlines, Central, Resolution
Tempe, Arizona
01.2018 - 06.2020
  • Adhere to government and airline regulations
  • Used many different applications
  • Manage multiple customer claims according to department timelines
  • Ask probing questions and request documentation from customers that is used to resolve the claim
  • Communicates status updates to customers in regard to delayed luggage or claim progress
  • Exercise good judgement when making decisions that have customer or financial impact
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook
  • Knowledge of SABRE, NetTracer and WorldTracer
  • Communicated with customers via email or phone
  • Ability to quickly learn and become proficient in new software applications
  • Ability to be self-motivated and a team player
  • Follow customer claims through to final resolution
  • Reduced claim processing time by implementing efficient workflow procedures and organization systems.
  • Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
  • Managed high-volume caseloads effectively, prioritizing urgent cases while maintaining attention to detail for all claims.
  • Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
  • Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
  • Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
  • Identified fraudulent activity through meticulous analysis of claim data, protecting company resources from potential losses.
  • Participated in ongoing professional development courses to stay updated on best practices within the industry.
  • Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
  • Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
  • Conducted full claim investigations and reported updates and legal actions.
  • Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
  • Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
  • Collaborated with legal counsel to make organizational claims decisions aligning with governing laws.
  • Generated, posted and attached information to claim files.
  • Utilized appropriate cost containment techniques to reduce overall claim costs.
  • Checked documentation for accuracy and validity on updated systems.

Detention Officer

Maricopa County Sheriff Office
Phoenix, Arizona
05.2008 - 02.2017
  • Reviewing, verifying and documenting correct information extracted from various systems
  • Performing research
  • Handle high confidential information
  • Gather information for investigations by interviewing and obtaining the statements of the victims, witnesses, suspects, and confidential informants
  • Appropriately utilize technology to prepare electronic Operations Journal Entries (log book), or when necessary, hand write information to produce legible reports, using standard grammar, punctuation, symbols, and simple mathematical functions
  • Exercise independent judgment within legal guidelines which involves reading and comprehending rules, regulations, policies and procedures for purpose of ensuring appropriate officer behavior/response involving the general public
  • Ensures legal documentation pertinent to an arrest/release is complete and provided to the appropriate departments/division/units, i.e
  • Court, desk, facility which involves proofreading, standing for long periods of time and communication with outside agencies including police and probation departments.
  • Supervised and controlled behavior of 154 inmates.

Insurance Technician II

Countrywide Financial
Tempe, Arizona
04.2006 - 08.2007
  • Processing Insurance-related correspondence
  • Reviewing, verifying and documenting correct Insurance information extracted from various systems
  • Performing research
  • Reviewing cancellations and reinstatements on escrowed and non-escrowed accounts
  • Contacting Insurance carriers and/or agents
  • Performing placement of Lender-Placed Insurance
  • Handle high confidential information.

Bilingual Senior Customer Service Representative

Target Financial Services
Tempe, Arizona
11.2004 - 03.2006
  • Telephone support for credit customers
  • Provided knowledgeable responses to credit inquiries
  • Used many different applications
  • Updated personal information for credit customers
  • Handle high confidential information.
  • Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.

Education

Graduate -

Arizona School of Real Estate And Business
Scottsdale, AZ
05.2017

Banking Operations/ Customer Services Certificate of Completion: (840 Clock Hours). Encoder with MS Word -

Maricopa Skill Center
2002

Skills

  • Notary Public
  • Proficient in Microsoft Office
  • Fluent in Spanish
  • Residential Property Sales
  • Works Well Independently
  • Arizona Association of Realtors
  • Excellent Teamwork
  • Strong Organizational Skills
  • Problem Solving
  • Decision Making
  • Seller Representation
  • Organizational Skills
  • Adaptability
  • Buyer Representation
  • Customer Service
  • Attention to Detail
  • Active Listening
  • Print and Digital Advertisement
  • Analytical and Logical Thinking

Timeline

Real Estate Agent

Home Smart
06.2019 - 01.2022

Baggage, Bilingual Claim Specialist

American Airlines, Central, Resolution
01.2018 - 06.2020

Detention Officer

Maricopa County Sheriff Office
05.2008 - 02.2017

Insurance Technician II

Countrywide Financial
04.2006 - 08.2007

Bilingual Senior Customer Service Representative

Target Financial Services
11.2004 - 03.2006

Graduate -

Arizona School of Real Estate And Business

Banking Operations/ Customer Services Certificate of Completion: (840 Clock Hours). Encoder with MS Word -

Maricopa Skill Center

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ADRIANA ORTEGA