Ana Hernandez
Ocala,FL
Summary
Member services professional with proven CRM-based case tracking, billing resolution, and reservation coordination. Accurate processing of sensitive records and ownership documents. Efficiently advances member issues to timely resolution.
Overview
2
2
Languages
47
47
years of professional experience
Work History
Member Services Coordinator
Westgate Resorts
Ocoee, Florida
11.2022 - Current
- Coordinated reservations, account updates, and membership requests across resort departments.
- Resolved billing questions and maintenance fee concerns using CRM records.
- Processed ownership documents, confirmations, and account changes with careful accuracy.
- Communicated policy details and program benefits to members by phone.
- Tracked service cases and followed up on open member issues.
- Assisted members with timeshare exchanges, resort stays, and travel planning.
Mortgage Specialist
Silver Lake Resorts
Orlando, Florida
09.2008 - 09.2022
- Coordinated with underwriters, lenders, and closing teams on loan files.
- Explained mortgage terms and payment options to resort customers.
- Tracked loan status and updated records in mortgage systems.
- Supported resort financing workflows and maintained confidential customer files.
- Handled customer inquiries regarding loan status or requirements via phone or email.
- Referred delinquent accounts to collections department as needed while adhering to legal guidelines.
Shift Lead
Dunkin' Donuts
Orlando, Florida
04.2015 - 07.2018
- Supervised Dunkin' Donuts crew during busy shifts and service rushes. (2nd job)
- Trained team members on guest service, coffee prep, and doughnut display.
- Monitored cash handling, register accuracy, and drawer closings.
- Opened and closed store following Dunkin' Donuts daily procedures.
- Checked product freshness, baking standards, and store cleanliness.
- Managed inventory counts, restocking, and supply orders.
- Performed opening and closing procedures such as setting alarm systems, counting money.
Customer Support Specialist
Wyndham Resorts and Hotels
Orlando, Florida
09.2004 - 08.2008
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
English Teacher
Aguada Board of Education
Aguada, Puerto Rico
02.1980 - 11.1987
- Instructed students in reading, writing, grammar, and literature skills.
- Assessed student work using quizzes, essays, and class discussions.
- Managed classroom behavior using clear expectations and consistent routines.
- Communicated with Aguada Board of Education staff about student progress.
- Guided students through writing revisions, research, and presentation practice.
Education
Associate of Arts - General Law
Branford Hall School of Law
New Haven, CT06-1990
Skills
- CRM case tracking
- Membership administration
- Reservation coordination
- Billing resolution
- Document processing
- Customer relationship management
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Member Services Coordinator
Westgate Resorts
11.2022 - Current
Shift Lead
Dunkin' Donuts
04.2015 - 07.2018
Mortgage Specialist
Silver Lake Resorts
09.2008 - 09.2022
Customer Support Specialist
Wyndham Resorts and Hotels
09.2004 - 08.2008
English Teacher
Aguada Board of Education
02.1980 - 11.1987
Associate of Arts - General Law
Branford Hall School of Law