Dena Quinzel
Odgen,Utah
Summary
Customer service and loan operations professional with a background in account resolution, payment processing, and mortgage file review. Support borrowers, brokers, and loan processors by tracking documentation, resolving inquiries, and updating files to move loans efficiently to underwriting while maintaining compliance with FHA, VA, and USDA guidelines.
Overview
39
39
years of professional experience
Work History
Wholesale Submission Review Coordinator
Village Capital & Investments
Draper, Utah
2026.08 - Current
- Reviewed mortgage loan files to ensure compliance with Village Capital & Investments standards.
- Coordinated document requests for borrowers using a FHA, VA and USDA platforms.
- Tracked review queues, routing exceptions to ensure timely follow-up action.
- Update the loan file with the documents that have been requested to move the loan forward to Underwriting.
- Work closely with brokers, loan processors in moving the loan to underwriting.
- Updated brokers and team leads via email on loan file progress and status.
- Provide a timeframe of when the loan goes to underwriting.
- Established standards of excellence in customer service delivery across all departments within the organization.
Brokerage Services Representative
Wells Fargo
Salt Lake City
2024.12 - 2025.02
- Managed and resolved client inquiries related to brokerage transactions and account discrepancies, ensuring compliance with company protocols and best practices.
- Handled clients' accounts involving investments and online issues, managing up to 60 accounts weekly.
- Research and due diligence in finding the right solution for the customer's needs, resolving 95% of issues on first contact
- Provided active listening to identify the core needs of customers and offered empathetic support.
- Audited account workflows to identify process bottlenecks and implemented corrective steps, reducing follow-up touchpoints.
Credit card representative
Discover Financial Services
Remote
2023.11 - 2024.05
- Explained credit card terms, interest calculations, and fee structures clearly, enabling informed customer decisions and minimizing follow-up inquiries.
- Resolved customer inquiries by researching account history, recommending tailored solutions, and facilitating timely payment processing, enhancing customer satisfaction.
- Conducted due-diligence investigations to identify root causes and determine effective resolutions for complex account issues, improving overall service quality.
- Demonstrated empathy and maintained professional communication while de-escalating emotionally charged customer interactions.
Complaints Specialist
Goldman Sachs
Draper
2022.06 - 2023.10
- De-escalated complaints with empathy and professionalism, restoring customer confidence.
- Resolved customer inquiries for Marcus accounts via phone, email, and live chat with clear case documentation.
- Researched and identified solutions, recommending next steps to address customer concerns.
- Investigated root causes of complaints and proposed corrective actions to prevent recurrence.
- Recorded comprehensive case notes outlining issue analysis, resolution steps, and follow-up recommendations.
- Prepared detailed expense breakdowns for customers upon request to clarify account transactions.
Escalated Complaints Specialist
Wells Fargo
Salt Lake City
2021.02 - 2021.08
- Demonstrated empathy in customer interactions to de-escalate complaints and retain account relationships.
- Provided dependable, compassionate support to customers during complex dispute resolution.
- Implemented complaint handling protocols to streamline processes and achieve quicker resolution times.
- Handled customer inquiries and account issues across online banking and branch channels with clear, timely resolutions.
- Reversed erroneous fees and unauthorized payments, ensuring compliance with bank policies and enhancing customer trust.
- Conducted detailed research and due diligence to identify root causes and appropriate remedies.
- Communicated with customers via email, phone, and live chat to resolve issues efficiently.
- Documented case notes and resolutions with analysis of problems, findings, and recommendations to support future case handling.
Business Complaint Representative
Walmart
Remote
2020.08 - 2020.12
- Resolved client complaints on Walmart business accounts, achieving measurable improvements in case closure time.
- Conducted targeted research and inquiries to identify resolutions, reducing repeat escalations by addressing root causes.
- Demonstrated empathy in customer interactions, enhancing satisfaction and effectively minimizing escalations.
- Processed payments and fee reversals accurately, improving transaction accuracy and client trust.
- Managed concurrent tasks across multiple platforms to maintain workflow continuity and consistently meet response targets.
Customer Service Rep and Web Support Specialist
Progressive Leasing
Draper
2017.05 - 2020.08
- Resolved web-related customer and technical support issues, ensuring timely resolutions that minimized customer downtime.
- Managed high-volume inbound and outbound calls, resolving customer issues to enhance satisfaction and loyalty.
- Delivered empathetic customer support that improved satisfaction and strengthened customer relationships.
- Maintained and updated customer lease accounts, efficiently resolving billing and account inquiries to improve customer experience.
- Processed payments across multiple transaction types accurately while maintaining account integrity.
- Received multiple awards for outstanding performance in customer service.
Hospital Corpsman, and Divisional Master at Arms
U.S. Navy
Orlando, FL
1987.12 - 1995.09
- Led 30-person team in maintaining medical readiness and managing daily operations for assigned unit, enhancing overall unit preparedness.
- Delivered emergency medical treatment and routine clinical care as Physical Therapy Technician/medic, directly contributing to troop readiness and recovery.
- Administered urgent care and coordinated follow-up with medical staff to implement rehabilitation plans for injured personnel.
- Maintained discipline and security as Divisional Master at Arms by enforcing protocols, ensuring safety and order within the unit.
Education
Bachelor of Science - Arts and Animation
Rasmussen University-Florida
Ocala, FL2011-01
Bachelor of Science - Culinary Arts
Keiser College
Melbourne, FL2006-01
Skills
- Communication & Interpersonal Skills: Communication, Empathy, Active Listening, Teamwork, Feedback
- Analytical & Adaptability Skills: Research, Due Diligence, Detail-oriented, Problem Solving, Creativity, Quick learner, Adaptability, Motivated
- Technical & Operational Skills: Tech-savvy, Data Entry, Call center skills, Account handling, Payment handling, Patient data management, Insurance management
- Compliance & Industry Knowledge: Compliance management, Healthcare knowledge
- Mortgage Compliance Review
- Broker Coordination
- Loan File Documentation
- Attention to detail
- Mortgage Guidelines Knowledge
- Loan processing
Timeline
Wholesale Submission Review Coordinator
Village Capital & Investments
2026.08 - Current
Brokerage Services Representative
Wells Fargo
2024.12 - 2025.02
Credit card representative
Discover Financial Services
2023.11 - 2024.05
Complaints Specialist
Goldman Sachs
2022.06 - 2023.10
Escalated Complaints Specialist
Wells Fargo
2021.02 - 2021.08
Business Complaint Representative
Walmart
2020.08 - 2020.12
Customer Service Rep and Web Support Specialist
Progressive Leasing
2017.05 - 2020.08
Hospital Corpsman, and Divisional Master at Arms
U.S. Navy
1987.12 - 1995.09
Bachelor of Science - Arts and Animation
Rasmussen University-Florida
Bachelor of Science - Culinary Arts
Keiser College