Allison Gomez
Chandler,AZ
Summary
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Overview
14
14
years of professional experience
Work History
Sr Escalations Representative
TEKsystems for Wells Fargo
11.2024 - 04.2025
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Claims Resolution Specialist
Liberty Mutual
10.2023 - 06.2024
- Handled complex cases with multiple parties involved, effectively managing priorities and deadlines to ensure timely resolutions.
- Coordinated services such as estimates, repairs and replacement rentals.
- Continuously improved personal knowledge of industry best practices through attending workshops, conferences, and webinars.
- Investigated issues to determine appropriate coverage and liability for property damage claims.
Material Damage Adjuster
National General Insurance Company
09.2022 - 08.2023
- Collaborated with repair shops to ensure high-quality repairs and timely completion of work orders.
- Managed a high volume of claims while ensuring consistent quality in material damage assessments and maintaining strict adherence to deadlines.
- Maintained up-to-date knowledge on industry trends and technological advancements to improve efficiency in material damage adjusting processes.
- Mitigated potential for fraud by carefully analyzing evidence and identifying inconsistencies in reported damages or loss events.
Wholesale Mortgage Loan Processor II
American Advisors Group
09.2021 - 06.2022
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
Direct Lending Processor III
Loandepot
07.2020 - 05.2021
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Utilized strong analytical skills to identify potential risks or discrepancies within processed documents quickly.
Home Equity Fulfillment Client Advocate/Home Equity Loan Processor
Bank of America
04.2015 - 07.2020
- Educated clients on available resources, guiding them through processes to achieve desired outcomes more efficiently.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Organized events such as webinars or training sessions that provided valuable information about products or services offered.
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes for better results.
Mortgage Servicing Specialist II
Bank of America
10.2011 - 04.2015
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
- Facilitated timely issuance of annual tax statements, collaborating with internal teams to ensure accuracy in reporting interest paid by borrowers during the year.
- Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.
- Supported the development of new policies and procedures for loan servicing, incorporating input from key stakeholders and regulatory authorities.
Education
Associate of Science - Paralegal Studies
Blackstone Career Institute
Emmaus, PA05-2006
Skills
- Customer support
- Investigations/Research
- Legal Writing
- Liability Determination
- Loan-to-Value Analysis
- Income Analysis
- Pipeline Management
- Property Appraisal Review
- Complex Transactions
- Asset Documentation Review
- Negotiations
- Customer De-escalations
Timeline
Sr Escalations Representative
TEKsystems for Wells Fargo
11.2024 - 04.2025
Claims Resolution Specialist
Liberty Mutual
10.2023 - 06.2024
Material Damage Adjuster
National General Insurance Company
09.2022 - 08.2023
Wholesale Mortgage Loan Processor II
American Advisors Group
09.2021 - 06.2022
Direct Lending Processor III
Loandepot
07.2020 - 05.2021
Home Equity Fulfillment Client Advocate/Home Equity Loan Processor
Bank of America
04.2015 - 07.2020
Mortgage Servicing Specialist II
Bank of America
10.2011 - 04.2015
Associate of Science - Paralegal Studies
Blackstone Career Institute
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