Cassandra Flores
Queen Creek,AZ
Summary
Well-qualified administrative team member bringing demonstrated knowledge and abilities in loan processing. Manages high-volume queue in dynamic environments with high production and consistently exceeds team performance expectations due to time management skills. Self-motivated and reliable with excellent teamwork, problem-solving, and organizational skills.
Overview
11
11
years of professional experience
Work History
GAP EPO: Associate Loan Servicing Representative
Wells Fargo
11.2022 - Current
- Assists customers in obtaining refunds for their gap insurance policy when they pay off their auto loan early. This involves coordinating with insurance providers and dealers to process refunds.
- Ensure that all refund procedures adhere to relevant regulations and company policies, as well as any specific terms outlined in the insurance policy.
- Work within tight deadlines and a fast-paced environment.
- Handle customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
OOST/Title Mod: Associate Loan Servicing Represent
Wells Fargo
09.2018 - 11.2022
- Assisted customers in transferring vehicle titles from one state to another, ensuring compliance with both the originating and receiving state's regulations.
- Stayed up-to-date with the title and registration laws of various states to provide accurate information and guidance to customers.
- Helped customers fill out and submit applications for new titles and registrations, including handling any required forms or fees.
- Troubleshoot and resolve any issues that may occur during the title transfer process, such as discrepancies or missing information.
- Served as the point of contact between the customer and state motor vehicle departments, addressing any issues or additional requirements that may arise.
Customer Service Associate
Arizona Department of Transportation
10.2013 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Responsible for the accuracy and timeliness of work products; security of cash receipts, accountable forms, applications and licenses.
Education
High School Diploma -
Queen Creek High School
Queen Creek, AZ05.2012
Skills
- Operational Efficiency
- Risk Mitigation
- Problem Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
Accomplishments
Served as a member of the MVD’s Deep-Dive Team. The team’s focus involved lowering customer wait times at state-wide offices. The team, which includes customer service representatives, MVD office supervisors, and others from across the division, were very successful in finding new ways to more efficiently meet the needs of MVD customers and significantly lowered wait times.
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
GAP EPO: Associate Loan Servicing Representative
Wells Fargo
11.2022 - Current
OOST/Title Mod: Associate Loan Servicing Represent
Wells Fargo
09.2018 - 11.2022
Customer Service Associate
Arizona Department of Transportation
10.2013 - 09.2018
High School Diploma -
Queen Creek High School
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