Open To Work
Alejandrina Palacios
La Mesa,CA
Summary
Seasoned professional in finance and hospitality with extensive experience in team leadership and operational management. Implemented process improvements and customer service strategies, resulting in enhanced staff performance. Expertise in data analysis and compliance, fostering high customer satisfaction and robust client relationships. Dedicated to optimizing productivity and aligning team goals with business targets.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Loan Servicing Department Supervisor
Sundance Medical Finance
San Diego, CA
10.2024 - Current
- Supervised daily operations of loan servicing department, achieving timely and accurate loan processing.
- Managed and developed staff through targeted training and support initiatives.
- Implemented process improvements that increased efficiency and reduced errors in loan servicing.
- Monitored department performance through data analysis, identifying key areas for improvement.
- Resolved complex account issues by handling escalated customer inquiries with professionalism.
- Conducted account management and collections activities while maintaining compliance with company policies.
- Supported customer service initiatives, fostering high satisfaction and positive client relationships.
Evening Remote Community Connector
211 SD Info Line
San Diego, USA
08.2021 - 12.2024
- Facilitated connections between individuals and essential local services, improving access to community resources.
- Assisted clients in effectively navigating social services and support systems.
- Delivered crisis intervention by linking individuals to mental health professionals and emergency responders, ensuring timely support.
- Educated community members on medical facilities, hospice care, and public transportation usage.
- Managed high-volume inbound calls, ensuring professionalism and empathy to enhance customer experience.
- Achieved 95% client satisfaction rating through exceptional customer service.
- Consistently met daily and monthly call metrics to enhance team performance.
- Maintained current knowledge of community resources and service providers.
Contact Center Operations Manager
Resort Recovery Solutions
San Diego, USA
04.2016 - 10.2024
- Implemented staff training and incentive programs to coach high performers and management trainees.
- Established relationships with key stakeholders, streamlining operational processes for increased efficiency.
- Introduced performance metrics tracking system for enhanced visibility into operational performance.
- Created employee development programs that enhanced technical skills and competencies, supporting team performance.
- Coordinated staff schedules to ensure adequate coverage and optimize service delivery.
- Conducted regular performance evaluations, providing constructive feedback and recognizing achievements.
- Collaborated with cross-functional teams to develop and enforce standard operating procedures, ensuring consistency and compliance.
- Performed audits to verify compliance with regulatory requirements and industry standards.
Sales Dept Manager
DAE LIVE
Phoenix, AZ
04.2003 - 10.2008
- Oversaw a team of 10-15 sales representatives, providing guidance and support to achieve monthly sales targets.
- Developed and maintained strong relationships with key clients, resulting in repeat business and increased revenue.
- Conducted performance evaluations and provided coaching, enhancing team members' sales skills and contributing to overall sales growth.
- Led weekly team meetings to communicate goals, provide updates on performance metrics, and motivate the team towards achieving targets.
- Recruited and onboarded staff to build a high-performing sales team.
- Trained CSR Agents to include system training. Aided in setting monthly individual sales goals, conducted and prepared agendas for weekly sales team meetings.
- Utilized CRM software to track customer interactions, manage leads, and forecast future sales projections accurately.
- Trained new hires on product knowledge and effective selling techniques, leading to improved conversion rates.
Education
Certificate - Business Administration And Management
United Education Institute
Chula Vista, CA04-2022
BUSINESS ADMINISTRATION (BACHELOR) -
GRAND CANYON UNIVERSITY
OnlineSkills
Leadership and delegation
Customer service and support
Complaint resolution and escalation
Technical expertise in office applications
Call center reporting
Client negotiation
Effective communication and active listening
Outbound sales strategies
AI integration in customer service
Guest relations assistance
Recruitment strategy implementation
Public relations management
Negotiation expertise
Operations management
Performance management
Loan servicing
Customer relationship management
Problem solving
Conflict resolution
Team building
Certification
- IHSS Caregiver, Present
- Certified Loan Doc Notary Public
- Driver's License
Languages
Spanish, Fluent
Timeline
Loan Servicing Department Supervisor
Sundance Medical Finance
10.2024 - Current
Evening Remote Community Connector
211 SD Info Line
08.2021 - 12.2024
Contact Center Operations Manager
Resort Recovery Solutions
04.2016 - 10.2024
Sales Dept Manager
DAE LIVE
04.2003 - 10.2008
Certificate - Business Administration And Management
United Education Institute
BUSINESS ADMINISTRATION (BACHELOR) -
GRAND CANYON UNIVERSITY