Araceli Rainone
Oxnard,CA
Summary
A highly experienced Customer Service Representative with over 15 years of experience in a fast-paced call center environment interviewing clients to obtain customer information, evaluating customer applications for loan modification eligibility, acted as a liaison between customers and investors, as well as excelled in problem solving and providing high-quality service. With a proven ability to excel in both team and individual environments which required the ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships. With a strong dedication to helping customers resolve issues and full commitment to following company procedures and values to cultivate a positive image of the company.
Overview
34
34
years of professional experience
Work History
Customer Relationship Manager
Bank of America, N.A.
11.2010 - 08.2023
- Worked 40+ hours per week
- Streamlined application processes for faster turnaround times, effectively managing 200-300 cases simultaneously.
- Interviewed customers to obtain financial, employment, and personal information leading to informed decisions regarding loan modifications.
- Collaborated closely with other departments such as collections or loss mitigation to ensure smooth transitions for clients undergoing the modification process.
- Worked on multiple customized software for data entry in addition to Microsoft Word & Excel
- Collaborated with underwriters and loan officers to ensure accurate evaluation of borrower''s financial situation, resulting in successful loan modifications.
- Increased customer retention through exceptional service, consistently meeting or exceeding established performance metrics.
- Maintained detailed records of all client interactions, ensuring accurate documentation for regulatory compliance and internal reporting purposes.
- Negotiated favorable terms for both borrowers and lenders by meticulously analyzing risk factors and proposing suitable solutions.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Worked with customers via telephone to answer questions, process transactions, and resolve issues.
- Provided quick turnaround times to maintain fast-past schedule.
- Served as a representative for Spanish speaking customers.
Mortgage Loan-Investment Accounting
Aerotek Employment Agency – Northridge, CA
09.2010 - 11.2010
- Worked 40-60 hours per week in a call center setting
- Gathered information from borrowers to determine what loan modification options were available to them
- Interacted cross-departmentally to resolve cases, inquiries, and escalations
- Input and manage information on multiple customized software in addition to Microsoft Word & Excel
- Prepared loan reports for the Mortgage Loan Investment Accountants
- Collaborated closely with other departments such as collections or loss mitigation to ensure smooth transitions for clients undergoing the modification process.
- Enhanced customer satisfaction by efficiently processing loan modification applications and promptly addressing inquiries.
- Streamlined application processes for faster turnaround times, effectively managing multiple cases simultaneously.
- Served as a representative for Spanish speaking customers.
Loan Modification
Golden Real Estate – Oxnard, CA
07.2003 - 09.2010
- Worked 40 hours per week
- Interacted with borrowers to obtain necessary documentation for Loan Modification
- Packaged Loan Modifications and send to various lenders and banks
- Inputted Loan Modifications to our Loan Mod Software (CasiMod)
- Communicated with lenders for Load Modification status
- Processed Loans for Modifications and Short Sales
- Ordered Preliminary Title Reports for Short sale & Loan Modifications
- Contacted banks to Postpone Foreclosure Sale Dates on Active Loan Mod’s.
Sales Auditor
Fresh Enterprises (Baja Fresh) – Thousand Oaks, CA
01.2000 - 01.2003
- Worked 40 to 50 hours per week
- Audited the daily sales of twenty five (25) restaurants
- Maintained detailed bank deposits
- Interacted and communicated via E-mail with Regional and Restaurant Managers
- Aided in implementing inner office and companywide mailing system
- General clerical duties, data entry, 10 key by touch.
- Trained new team members on sales auditing procedures, fostering a culture of continuous improvement within the department.
- Monitored key performance indicators to evaluate the overall effectiveness of the sales auditing process, driving ongoing improvements as needed.
- Reduced audit completion time by optimizing workflow and automating repetitive tasks.
Purchasing Assistant
Boskovich Farms, Inc. – Oxnard, CA
01.1996 - 01.1997
- Worked 40+ hours per week
- Responsible for purchasing all products that were essential to the plants’ production line, maintenance, electrical, and carpentry department in three facilities
- Data entry and general clerical duties through Microsoft Word & Excel.
- Ordered packing products for three facilities
- Established and managed supplier and vendor relationships.
- Prepared documentation for exporting machinery and seeds to Mexico and China.
- Improved supplier relationships through regular communication and transparent dealings.
- Prepared purchase orders accurately and followed up with suppliers to confirm receipt and delivery schedules.
Executive Secretary
Boskovich Farms, Inc. – Oxnard, CA
01.1990 - 01.1996
- Worked 40+ hours per week
- Reported directly to the President and four Vice Presidents
- Maintained the corporate calendar
- Personal and confidential correspondence for the President and Vice Presidents
- Daily clerical duties and assisted multiple departments (A/R, A/P, H/R, Billing, and Receptionist)
- Maintained communication with company partners in Mexico
- Served as a personal translator between English & Spanish speaking customers.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Demonstrated flexibility adapting quickly when new tasks or responsibilities arose, maintaining a high level of performance under pressure.
Education
State of California Realtor License -
Century 21 Realtor School
Oxnard, CA2001
Paralegal Certification -
Sawyer Vocational School
Ventura, CA1992
General Education Classes -
Oxnard Community College
Oxnard, CA1990
High School Diploma -
Hueneme High School
Oxnard, CA1988
Skills
- Customer Relationship Management
- Customer Service
- Problem Resolution
- Documentation And Reporting
- Work Planning And Prioritization To Meet Deadlines
- Computer Skills / Proficient in Microsoft Word, Excel, & PowerPoint
- Teamwork And Collaboration Between Departments
- Negotiation And Conflict Resolution
- Decision-Making
- Team Leadership
- Clerical Support
- Bilingual in English & Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Relationship Manager
Bank of America, N.A.
11.2010 - 08.2023
Mortgage Loan-Investment Accounting
Aerotek Employment Agency – Northridge, CA
09.2010 - 11.2010
Loan Modification
Golden Real Estate – Oxnard, CA
07.2003 - 09.2010
Sales Auditor
Fresh Enterprises (Baja Fresh) – Thousand Oaks, CA
01.2000 - 01.2003
Purchasing Assistant
Boskovich Farms, Inc. – Oxnard, CA
01.1996 - 01.1997
Executive Secretary
Boskovich Farms, Inc. – Oxnard, CA
01.1990 - 01.1996
State of California Realtor License -
Century 21 Realtor School
Paralegal Certification -
Sawyer Vocational School
General Education Classes -
Oxnard Community College
High School Diploma -
Hueneme High School