DARLENE MORALES
Grand Terrace,CA
Summary
Motivated professional with extensive experience in customer service, sales and administrative tasks. Highly efficient planning, problem-solving, and communication skills.
Overview
24
24
years of professional experience
Work History
Provider Call Center Representative
Inland Empire Health Plan
07/17/2 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Office Administrator
AMN Solar
05.2022 - 07.2023
- Interacted with customers by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Answered over 50 calls per shift to meet fast-paced call center demands.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Delivered clerical support by handling range of routine and special requirements.
- Monitored and tracked performance of employees, identifying and targeting areas in need of improvement and further training.
- Worked with upper management to complete complex projects on tight budgets within specific timelines.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Trained new employees on administrative procedures, company policies and performance standards.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities
Senior Account Manager
Loan Depot
08.2019 - 04.2022
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Provided extensive support in sales, technical and business areas to key accounts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered over 50 calls per shift to meet fast-paced call center demands.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Worked with customers to develop strategic business and account plans.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Senior Account Manager
SunWest Mortgage
08.2014 - 08.2019
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Provided extensive support in sales, technical and business areas to key accounts.
- Motivated team members to meet and exceed sales targets.
- Worked with customers to develop strategic business and account plans.
- Trained and coached sales team members
- Created training program for lower-level employees to increase sales and customer satisfaction
- Mentored junior account management professionals to develop skills and increase company revenue
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue
- Developed deep knowledge of customer businesses and relationship to company objectives
- Collaborated with manager to determine company goals and translate goals to individual client needs
- Met or exceeded sales goals for mortgage accounts by bringing in over 50 new accounts and upselling deals to existing clients
Junior Underwriter
Mountain West Financial
05.2009 - 08.2014
- Supported review and acceptance or denial of new or renewal business.
- Determined and documented loan conditions and communicated requirements and decisions.
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
- Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Senior Mortgage Loan Processor
Statewide Bancorp
01.2000 - 05.2009
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Communicated with originator and applicant concerning progress of loan file.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Handled any conditions sent from underwriting departments.
- Set up and completed loan submission packages.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering loans.
- Completed denial and cancellation procedures on applicable files.
Education
High School Diploma -
Colton High School
Colton, CA06.1994
Skills
- Business Development
- Time Management
- Patient Registration
- Customer Service
- Document Control
- Department Coordination
- Assignment and Project Coordination
- Coordinating with Supervisors
- Verbal and Written Communication
Timeline
Office Administrator
AMN Solar
05.2022 - 07.2023
Senior Account Manager
Loan Depot
08.2019 - 04.2022
Senior Account Manager
SunWest Mortgage
08.2014 - 08.2019
Junior Underwriter
Mountain West Financial
05.2009 - 08.2014
Senior Mortgage Loan Processor
Statewide Bancorp
01.2000 - 05.2009
Provider Call Center Representative
Inland Empire Health Plan
07/17/2 - Current
High School Diploma -
Colton High School
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