AMY HERNANDEZ
Hialeah,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skills. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Loan Coordinator/ Secondary Job Manager
First Horizon Bank
Miami Lakes, USA
11.2022 - Current
- Maintained detailed loan files and updated systems to reflect accurate status, timelines, and communication notes.
- Acted as a liaison between loan officers, underwriters, and clients to facilitate smooth communication.
- Managed the loan origination pipeline, from application through closing, ensuring all documentation was collected, verified, and submitted within required timeframes.
- Monitored appraisal pipeline daily, tracked performance metrics, and mitigated delays by resolving issues with vendors or property access.
Customer Service Rep.
Brown & Brown Of Florida
Miami Lakes, USA
09.2006 - 11.2022
- Identified potential customers and evaluated market potential.
- Input customer order details into the system, accepted payments and updated accounts.
- Negotiated contracts, closed agreements and supported the sales team in new product launches.
- Manage retention.
- Input client information through various markets in search for the best provider.
- Met or exceeded revenue objectives by promoting insurance coverages to customers during service, account and sales follow-up calls.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Reviewed customer data to assess current issues and determine potential solutions.
- Reviewed account and service histories to identify trends and issues.
- Consulted with customers to determine best methods to resolve service.
- Escalated customer concerns to supervisors.
Education
High School Diploma -
Miami Lakes Tech
Miami LakesSkills
- Report generation
- Schedule mastery
- Problem-solving abilities
- System implementation
- Business development understanding
- High-energy attitude
- Team leadership
- Process optimization
Certification
Customer Service Representative Insurance Licence, 440
Timeline
Loan Coordinator/ Secondary Job Manager
First Horizon Bank
11.2022 - Current
Customer Service Rep.
Brown & Brown Of Florida
09.2006 - 11.2022
High School Diploma -
Miami Lakes Tech