Erica Jerez
Chandler,AZ
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management.
Overview
11
11
years of professional experience
Work History
Administrative Assistant
RVA LLC
Tucson
01.2021 - Current
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
Mortgage Specialist
Bayview Loan Servicing
Tucson
04.2017 - 12.2020
- Analyzed customer financial data to determine eligibility for mortgage programs.
- Developed and maintained relationships with customers, real estate agents, and other professionals in the industry.
- Prepared loan documents such as credit reports, income statements, appraisals, and closing statements.
- Assisted customers in completing online applications for mortgage loans.
- Handled customer inquiries regarding loan status or requirements via phone or email.
- Processed payments from customers in a timely manner and tracked them accordingly.
Escalation Specialist
Bayview Asset Management
Tucson
10.2016 - 04.2017
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Monitored ongoing escalations for resolution progress.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Managed multiple customer accounts simultaneously while providing superior service.
Customer Relations Specialist
Bayview Loan Servicing
Tucson, AZ
10.2016 - 04.2017
- Answered customer inquiries via telephone, email and in person.
- Resolved customer complaints promptly and efficiently.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Created reports detailing customer feedback, trends, suggestions and complaints.
- Participated in team meetings to share best practices regarding customer relations management.
Collections Agent
GC Services
Tucson, AZ
04.2016 - 10.2016
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
Sales Agent
Legal Shield
Tucson, AZ
01.2015 - 04.2016
- Conducted market research to identify potential customers and their needs.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Developed relationships with customers by providing excellent customer service.
- Created presentations and proposals for prospective clients.
Server/Cashier/Hostess
Manuel's Mexican Restaurant
Green Valley, AZ
10.2012 - 01.2015
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Operated POS terminals to input orders, split bills and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
Education
-
Pima Community College
11.2023
-
Sahuarita High School
01.2012
Skills
- Office Administration
- Self-Starter
- Strong Interpersonal Skills
- Strategic Planning
- Computer Proficiency
- Resourceful
- Spanish Fluency
- Expense Reporting
- Appointment Scheduling
- Reception Oversight
- Clerical Support
- Workflow Optimization
- Scheduling
- Bookkeeping
Additional Information
Spanish Speaking
Personal Information
Relocation: Anywhere
Languages
Spanish
Native/ Bilingual
Timeline
Administrative Assistant
RVA LLC
01.2021 - Current
Mortgage Specialist
Bayview Loan Servicing
04.2017 - 12.2020
Escalation Specialist
Bayview Asset Management
10.2016 - 04.2017
Customer Relations Specialist
Bayview Loan Servicing
10.2016 - 04.2017
Collections Agent
GC Services
04.2016 - 10.2016
Sales Agent
Legal Shield
01.2015 - 04.2016
Server/Cashier/Hostess
Manuel's Mexican Restaurant
10.2012 - 01.2015
-
Pima Community College
-
Sahuarita High School
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