Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Certification
Timeline
Generic

Elena Abbott

Phoenix,AZ

Summary

Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Experienced professional adept in small business operations, financial analysis, and customer service. Proficient in utilizing Experian, LexisNexis, and other tools to accurately assess applications and verify underwriting details. Detail-oriented and skilled in business credit file interpretation, financial document review, and effective communication with business owners

Overview

14
14
years of professional experience
1
1
Certification

Work History

Title Specialist

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03.2023 - Current
  • Performed data entry and other administrative tasks to keep records and files organized and accurate.
  • Communicated with customers to resolve common title issues.
  • Trained new employees on company policies and procedures, resulting in improved performance and customer satisfaction
  • Conducted employees training sessions on the use of new software, improving team efficiency and productivity
  • Main point of contact for Auto product escalations regardless of department
  • Shadowed and led 1:1's and difficult conversations with agents on multiple teams
  • Responsible for daily coaching an communications of Auto product that spans multiple teams as well as both San Francisco and Phoenix Offices
  • Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
  • Analyzed title documents to identify potential issues and resolve any discrepancies.
  • Developed and maintained relationships with title companies, lenders and other stakeholders to facilitate smooth transactions
  • Organized and detail-oriented with a strong work ethic.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Reliable attendance record

Auto Loan Specialist

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03.2022 - Current
  • Originated, reviewed, processed, closed, and administered customer loan proposals
  • Examined customer loan applications for loan approvals and denials
  • Recommended loan approvals and denials based on customer loan application reviews
  • Developed and maintained relationships with customers, lenders and other third parties
  • Assisted customers with completing loan applications and other paperwork
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Assessed loan portfolios for compliance with underwriting policies
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs
  • Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
  • Explained very technical financial information to applicants in easy to understand language

Customer Service Representative

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10.2021 - Current
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Met customer call guidelines for service levels, handle time and productivity
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Promoted available products and services to customers during service, account management, and order calls

Security

Level One
05.2023 - 09.2023
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
  • Checked and verified photo identification prior to granting facility access
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Reported suspicious activities and persons to law enforcement
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building
  • Screened individuals and prevented passage of prohibited articles into restricted areas
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations
  • Responded quickly to incidents and assessed active situations for security concerns
  • Investigated suspicious activities and persons to maintain security of premises

Customer Care Specialist

Progress Residential
01.2021 - 10.2021
  • Took ownership of customers issues to follow problems through to resolution
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Used exceptional communication to connect with customers, assess needs and present solutions
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • 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
  • Directed customers to appropriate departments for additional support
  • Provided customers with detailed information on company products, services and materials
  • Communicated with customers to identify needs and expectations
  • Identified customer issues with products or services, investigated causes and initiated resolutions
  • Responded to customer inquiries via phone, email and web-based platforms

Warehouse Assistant

Amazon
03.2020 - 09.2021
  • Prepared orders for shipment by picking, packing, and labeling merchandise
  • Cleaned and maintained warehouse in compliance with OSHA safety standards
  • Loaded and unloaded delivery trucks promptly for further distribution
  • Packaged and shipped orders accurately to promote safe and quick delivery to customers
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked
  • Collaborating with other departments to optimize warehouse operations and keep production high
  • Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues

Sales Assistant Associate 1

Bank of America
02.2015 - 12.2020
  • Completed case records for each incoming call detailing caller information, issue description and other pertinent points
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines
  • Worked with processing team members to communicate errors and obtain missing information for current applications
  • Assisted customers with completing loan applications and other paperwork
  • Negotiated loan terms and conditions with customers to secure best deal
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Processed loan applications and monitored progress from start to finish
  • Created and implemented underwriting procedures and strategies to accurately and efficiently process loan applications
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.

Custodial Worker/Housekeeping Room Attendant

Mesa Public Schools/Gilbert Public Schools
07.2009 - 01.2015
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap
  • Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition
  • Engaged with guests on room requirements and amenities to promote overall satisfaction
  • Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture
  • Changed bed linens and collected soiled linens for cleaning
  • Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces
  • Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs
  • Scrubbed floors with special cleaners and equipment to achieve deep clean
  • Polished fixtures to achieve professional shine and appearance
  • Completed special housekeeping actions such as turning mattresses on set schedule
  • Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage
  • Aided manager in developing and executing of new cleaning procedures and protocols to improve cleaning process
  • Oversaw calendar to manage organized cleaning schedule and complete tasks on time
  • Liaised with other departments to coordinate housekeeping requirements and resolve issues and concerns
  • Restocked room supplies such as facial tissues for personal touch with every job
  • Responded to requests from patrons for linens and toiletries
  • Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
  • Disposed of trash and recyclables each day to avoid waste buildup

Education

No Degree - Electrician

UEI College
Mesa, AZ
01.2023

Skills

  • Title Processing
  • Renewals Management
  • Report Preparation
  • Documentation Review
  • Data Entry
  • Title Examination
  • Research and Analysis
  • Records Analysis
  • Document Review
  • Tableau Proficient
  • Supervision and Leadership
  • Multitasking Abilities
  • Problem-Solving Skills
  • Staff Training
  • Team Leadership
  • Administrative Skills
  • First Aid/CPR
  • Familiar with OFAC review
  • Experienced in verifying business credentials via government databases
  • Proficient with Experian, Equifax, and Transunion
  • Paperwork Processing
  • Technical Support
  • Strategic Sales Knowledge
  • Filing
  • Service Standard Compliance
  • Microsoft PowerPoint
  • Microsoft Office Suite
  • Staff Education and Training
  • Customer RMA Management
  • Professional Telephone Demeanor
  • Order Processing
  • Call Center Operations
  • Microsoft Excel
  • Warehousing Functions
  • Chemical Handling
  • Excellent Oral and Written Communication
  • Floor Scrubber Machines
  • Quality Assurance
  • Hazardous Chemical Training
  • Decision-Making
  • Analytical and Critical Thinking
  • Excellent Communication
  • Active Listening
  • Teamwork and Collaboration
  • PPE Use
  • Mail Distribution
  • Fast Learner

Accomplishments

Obtain a notary certification In April of 2023

Additional Information

  • Basic knowledge and understanding of financial products and services
  • Succeeds in a professional, customer, fast-paced, deadline driven and high-volume environment
  • Partner with customers to determine reasons for their account delinquency and evaluate the customer's financial situation
  • Demonstrate strong organizational and time management skills through calls monitored for quality and accuracy.
  • Deliver and maintain a commitment to high customer service excellence, utilizing relationship building and problem-resolution skills in a call center environment
  • Exceed monthly efficiency objectives and maintain a high call quality standards
  • Experience building partnerships and consulting effectively with leadership
  • Navigating various internal systems to research, review, update and confirm customer profile details during conversations (inbound or outbound calls) with customers
  • Exceed our customer's expectations by documenting call details and new account information in to the system and completing any forms required to request action by other departments
  • Build customers loyalty by resolving customer problems on the first call
  • Knowledge and understanding of both inbound and outbound sales utilizing an auto dialer or direct dial system to initiate customer contact and determine reason for delinquency
  • Provide training, direction, guidance to the team
  • Experience with high-net-worth clientele

Certification

  • Notary Certification

Timeline

Security

Level One
05.2023 - 09.2023

Title Specialist

Upgrade
03.2023 - Current

Auto Loan Specialist

Upgrade
03.2022 - Current

Customer Service Representative

Upgrade
10.2021 - Current

Customer Care Specialist

Progress Residential
01.2021 - 10.2021

Warehouse Assistant

Amazon
03.2020 - 09.2021

Sales Assistant Associate 1

Bank of America
02.2015 - 12.2020

Custodial Worker/Housekeeping Room Attendant

Mesa Public Schools/Gilbert Public Schools
07.2009 - 01.2015

No Degree - Electrician

UEI College

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Elena Abbott