Allie Bautista
Savannah
Summary
Passionate Customer Service Representative with over 25 years of experience dedicated to enhancing customer satisfaction and achieving sales goals.
Overview
21
21
years of professional experience
Work History
Loan Officer Assistant
Highlands Residential Mortgage
02.2017 - Current
- Increased production every year to achieve President’s Club status from 2017-2025
- Contributed to the team becoming the top-producing group in the company
- Maintained a customer satisfaction rating of 4.92 out of 5 stars, ranking in the top 5% of the company
- Managed call volume effectively, ensuring prompt response times aligned with the Loan Officer’s schedule
- Assisted in coordinating ongoing marketing campaigns, including monthly events and client appreciation initiatives
- Produced regular reports on loan pipeline status, ensuring compliance with deadlines and guidelines
Residential Sales Lead Coordinator
Frymire Services
02.2014 - 12.2016
- Developed a company newsletter that enhanced communication and engagement from May 2014 to July 2015
- Served as the FUN! Ambassador, managing a budget to boost office morale through various initiatives
- Successfully transitioned the Sales Department from TrustPro to SAWIN software ahead of schedule
- Oversaw all company events and maintained operational support for the Sales Team
- Captured and reported on sales metrics, improving overall team performance
Customer Service Representative
ClubLocal, LLC
02.2013 - 02.2014
- Revamped training materials, resulting in improved efficiency and professionalism
- Set new benchmarks in booking percentages, maintaining the highest performance rates on the team
- Proactively resolved customer service issues, contributing to innovation in service processes
Customer Service Representative
Medco Health Solutions/Express Scripts
07.2009 - 11.2012
- Achieved the highest level of quality standards across the company, recognized as a Black Belt in WOW and Magic Mastery
- Consistently scored 100% on National Quality call monitors, improving team quality metrics
- Resolved complex customer issues with an escalation rate of less than 1.2%
Customer Service Representative/Dispatcher
Frymire Services
06.2006 - 12.2008
- Promoted from Customer Service Representative to Dispatcher due to performance excellence
- Managed scheduling for 25+ technicians and maintained communication on service orders
- Volunteered for the annual Special Olympics event, demonstrating community engagement
Waitress
Two Rows Restaurant & Brewery
01.2004 - 10.2007
- Achieved a 100% score during secret shopper evaluations, earning the highest quarterly score in the Dallas area
- Consistently excelled in sales initiatives, winning multiple contests
- Participated in Taste of Addison for three consecutive years, enhancing local community involvement
Education
Brookhaven College
Dallas, TXHigh School Diploma -
Berkner High School
Richardson, TXSkills
- Customer Relationship Management (CRM)
- Microsoft Office Suite (Word, Excel)
- Call Center Operations
- Team Leadership
- Time Management
Achievements
- President’s Club (2017-2024)
- Black Belt in WOW (Medco Health Solutions)
- Top 5% Customer Satisfaction (Highlands Residential Mortgage)
Timeline
Loan Officer Assistant
Highlands Residential Mortgage
02.2017 - Current
Residential Sales Lead Coordinator
Frymire Services
02.2014 - 12.2016
Customer Service Representative
ClubLocal, LLC
02.2013 - 02.2014
Customer Service Representative
Medco Health Solutions/Express Scripts
07.2009 - 11.2012
Customer Service Representative/Dispatcher
Frymire Services
06.2006 - 12.2008
Waitress
Two Rows Restaurant & Brewery
01.2004 - 10.2007
Brookhaven College
High School Diploma -
Berkner High School