DELCINA SMITH
San Antonio,TX
Summary
My strong leadership skills have allowed me to Peer Coach and serve as a Subject Matter Expert for the start-up of the Business Email team. I have a passion for leadership gained through training and development and my goal is to help my team, my Peers, and the company to be successful. Excellent listening skills, and oral and written communication. Comfortable in interacting with all levels of the organization and the public. Proficient in prioritizing and completing tasks promptly, yet flexible to multitask when necessary. Accomplished Real Estate Agent skilled at evaluating and marketing investment properties through large-scale open houses. Expertly analyzes comparable property, short sale, and foreclosure statistics to realize clients' best possible financial return. A well-developed network of real estate professionals, mortgage lenders, and inspectors. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position. Ready to help the team achieve company goals.
Overview
14
14
years of professional experience
Work History
Real Estate Agent (Part Time)
Century 21 The Hills Realty
05.2018 - Current
- Assist customers with purchasing and selling homes
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Excellent communication skills, both verbal and written.
- Marketing, showing homes, open houses, consulting with sellers, vendors, buyers, lenders
- Various other tasks as needed.
- Consistently stayed up-to-date on industry trends and best practices, attending professional development courses and seminars to better serve clients.
- Marketed and sold property for clients by hosting open houses and advertising online and in print.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
- Collaborated with stakeholders to complete property sales and purchases.
- Improved property listings by collaborating with photographers to capture visually appealing images that accurately represented each property's unique qualities.
- Prepared and presented contracts and other legal documents to clients.
- Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
- Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home-buying process for clients.
CCR - Texas Eligibility Project
Maximus
04.2023 - 07.2023
- Answer incoming calls for the Health and Human Services Commission
- Assist callers with various questions regarding the benefits cases, provide detailed information for what is being requested or status information on their benefits, and make changes to their cases.
- Participated in regular performance review meetings, actively seeking feedback from management personnel to identify areas for personal development.
- Promoted interdepartmental communication with employees, increasing speedy issue resolution.
- Stayed up-to-date with the latest industry developments and trends, ensuring continued professional growth and application of best practices within daily operations.
Operation Senior Specialist III
JPMorgan Chase
04.2016 - 12.2017
- Reviewed customer complaints and concerns, coached Team Leaders and Specialist on various issues that were found to improve the quality of service for the customers
- Assisted in changing quality guidelines and procedures for Telephone Bankers
- And all other projects assigned by managers or division leaders.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Introduced innovative solutions to address critical business challenges, driving significant improvements in performance metrics.
- Collaborated with internal departments to align marketing campaigns.
- Collected, arranged, and inputted information into a database system.
- Enhanced team productivity by implementing efficient project management strategies.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular performance reviews for team members, providing constructive feedback that encouraged continuous improvement.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with a focus on mentoring and coaching.
- Gathered, organized, and input information into a digital database.
Email Banker to Business Email Banker
JPMorgan Chase
07.2012 - 04.2016
- Assisting customers both business and consumers with their accounts via our Secure Message Center
- I have accomplished becoming the contact person for assisting my co-workers, special projects, and peer coaching new email teams.
- Referred customers to other banking departments for specialized services.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Streamlined operations, implementing efficient processes to improve overall productivity and performance.
- Investigated customer inquiries and resolved discrepancies in a helpful and timely manner.
- Continuously updated knowledge of industry trends, regulations, and competitor offerings to maintain a competitive edge in the banking market.
- Educated customers on online banking and mobile banking applications.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
- Gained extensive knowledge in data entry, analysis and reporting.
Business Premier Telephone Banker
JPMorgan Chase
06.2011 - 07.2012
- Assisted customers with their personal accounts and business accounts
- Conducted regular account maintenance, also assisted consumer account and business accounts with wire transfer, online, and ACH payments, and submitted research for customer's accounts.
- Handled over 60 incoming telephone calls, emails, and chat requests.
Consumer Telephone Banker
JPMorgan Chase
04.2011 - 06.2011
- Assisted customer over the phone with their accounts
- Conducted account maintenance such as fee refunds, reissuing debit cards, or changing addresses.
- Handled over 60 incoming telephone calls, emails, and chat requests.
Remittance Processor Wholesale Lockbox
JPMorgan Chase
06.2010 - 04.2011
- Processed deposits for Lockbox accounts
- Sorted and processed the checks that were mailed to the Lockboxes.
- Handled sensitive customer information with discretion, maintaining confidentiality throughout the payment process.
- Maintained strict compliance with regulatory guidelines and company policies during all phases of remittance processing.
- Remained adaptable and flexible in a fast-paced environment, readily adjusting to changes in processes or customer requirements while maintaining high levels of performance.
- Expedited processing times for high-priority payments, ensuring timely delivery to recipients.
- Achieved consistently high levels of accuracy when inputting payment data into systems, reducing discrepancies and reconciliation issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Real Estate Sales License - Real Estate
Kaplan Career Institute Online
San Antonio, TX05.2018
Certification/License: Cosmetology - Cosmetology
Ohio State School of Cosmetology
Columbus, OH05.1989
Skills
- Strong skills in time management, prioritizing tasks, and meeting deadlines
- Exceptional negotiation, diplomacy, and team-building skills
- Exceptionally quick ability to identify, focus, and execute pivotal priorities
- Exemplary problem-solving skills; able to identify problems and implement corrective processes
- Accounting
- Exceptional customer service
- Superior communication skills
- Strong sense of banking ethics
- Flexible scheduling
- Reliable
- Superior organization skills
- Excellent communication skills
- Strong work ethic
- Approachable
- Attention to detail
- Team player
- Results-oriented
- Customer-oriented
- Proficient in Microsoft Office
- CMA software knowledge
- Basic Math
- Notary Public
Accomplishments
Served as key contributing member to Leadership team., Peer Coach for Consumer Telephone New Hires., Interview for New Hires, Conducted research to gather data to track the Email Surveys., Relief Unit Manager for a team of 13 for the month of March., Relief Unit Manager for the Business Email team whenever it is needed.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeContract WorkWork Location
RemoteHybridTimeline
CCR - Texas Eligibility Project
Maximus
04.2023 - 07.2023
Real Estate Agent (Part Time)
Century 21 The Hills Realty
05.2018 - Current
Operation Senior Specialist III
JPMorgan Chase
04.2016 - 12.2017
Email Banker to Business Email Banker
JPMorgan Chase
07.2012 - 04.2016
Business Premier Telephone Banker
JPMorgan Chase
06.2011 - 07.2012
Consumer Telephone Banker
JPMorgan Chase
04.2011 - 06.2011
Remittance Processor Wholesale Lockbox
JPMorgan Chase
06.2010 - 04.2011
Real Estate Sales License - Real Estate
Kaplan Career Institute Online
Certification/License: Cosmetology - Cosmetology
Ohio State School of Cosmetology
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