Felicita Hernandez
Elk Grove Village,United States of America
Summary
Experienced in providing exceptional customer service, with a background in banking and product inquiries. Proficient in assisting customers through various channels including phone, email, and in-person interactions. Held multiple roles such as finance advisor, digital advisor, mortgage loan officer, credit advisor, and consumer lending advisor. Skilled in coordinating operations such as order entry, invoicing, scheduling, and reporting. Expertise extends beyond customer service to include managing B2B communication, client interactions, sales support, realtor guidance, and billing, payroll, and legal documentation management. Office Management and Administration Professional experienced in optimizing productivity, efficiency, and service quality across diverse environments. Known for dependability and ethical approach to work. Reliable support specialist and leader with advanced organizational skills and technical/business acumen. Effective collaborator with cross-functional teams to ensure operational and service excellence.
Overview
10
10
years of professional experience
3
3
Certification
1
1
Accounting and Marketing Management Degree
Work History
Office Manager & Account receivable
GREEN ATTIC
08.2022 - Current
- Coordinate operations for a fast-paced service business, including order entry, invoicing, scheduling, and extensive reporting
- Track and trace shipments and deliveries for customers throughout the distribution process
- Deliver high-touch customer service from initial issue to resolution
- Maintain data integrity and document customer interactions
- Handle client communication for important accounts
- Lead, mentor, and supervise administrative staff and departments
- Manage billing and accounts receivables using QuickBooks and oversee payroll
- Prepare and file small court claims and property liens, and administer any legal documentation.
Management Contract Assignment
Robert Half
10.2020 - 10.2022
- Developed comprehensive training materials for new team members, resulting in faster onboarding and increased productivity.
- Improved contract compliance rates through meticulous monitoring and timely reporting of potential issues.
- Participated in RFP and bid evaluation processes, ensuring the selection of vendors that provided the optimum value for the organization.
- Supported business growth initiatives by proactively identifying new contracting opportunities in line with organizational objectives.
- Spearheaded the implementation of a centralized contract repository, making it easier for staff to access relevant documents quickly.
- Delivered insightful reports to senior leadership regarding contractual performance metrics, enabling data-driven decision-making processes.
- Optimized the contract management system by regularly updating templates and clauses to align with industry best practices.
Mortgage Loan Officer
THE FEDERAL SAVINGS BANK
09.2020 - 10.2021
- Collected and analyzed financial information for multifaceted and complex borrowers
- Served as a team lead
- Guided realtors on current programs and rates for their clients
- Coached clients on available programs, helping them navigate the mortgage process
- Conducted weekly meetings with realtors to promote best practices
- Managed all files in the pipeline, ensuring compliance with regulations in all 50 states
- Generated business leads through networking and outbound calls.
Supervisor -Personal Banking
VILLAGE BANK AND TRUST
03.2019 - 09.2020
- Assisted customers with inquiries related to their banking needs
- Held various roles, including finance advisor, digital care advisor, mortgage loan officer, credit advisor, assistant manager, and consumer lending advisor
- Offered financial support and guidance to team members and customers, ensuring a positive experience
- Efficiently multitasked across multiple systems, providing training and support to team members when issues arose.
Auto Finance Manager
GROSSINGER AUTO GROUP
10.2016 - 03.2019
- Served as the primary point of contact as a finance contract specialist
- Assisted customers with all auto inquiries and credit approvals
- Facilitated B2B communication with corresponding banks to process customer information
- Communicated with customers regarding warranty and gap purchases
- Maintained open communication with departments to ensure a seamless customer experience
- Maintained and administered accurate records of all auto transactions
- Processed payroll for office employees.
Sales Supervisor
T-MOBILE
03.2014 - 10.2016
- Assisted customers via phone, email, and in person, addressing inquiries regarding products and services
- Supported the sales team in generating leads and increasing sales
- Assisted new customers in opening accounts
- Received and verified customer merchandise for accuracy
- Utilized a proprietary system to enter customer information and process new orders.
Education
Associate of Applied Science - Accounting And Marketing Management
OAKTON COMMUNITY COLLEGE
05.2024
Business Administration & Management -
LOS ANGELES TRADE TECHNICAL COLLEGE
05.2015
Skills
- Administration
- Legal Studies
- Payroll
- Office Administration
- Financial Accounting
- Billing And Coding
- Credit analysis
- Financing
- Banking
- Mortgage
- Customer Service
- Office Management
- Organizational Skills
- Account Reconciliation
- Scheduling Coordination
- Staff Management
- Employee Supervision
- Staff hiring
- Training and coaching
- Workflow Optimization
Certification
- Illinois Public Notary, The Notary Public Association, 06/01/24
- Legal Office Administration, 06/01/24
References
- Hazel Desai, Green Attic, +1-7736772192, hazel@eclipsyum.com
- Luis Hernandez, Village Bank & Trust, +1-8476210229, lhernandez@bankatvillage.com
- Dan Sala, Berwyn Police Dep., +1-7082687623, danny.sala@sbcglobal.net
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
SOFTWARE EXPERIENCE
QuickBooks, SAP, ADP, dealertrack, salesforce, hubspot, jobber, Google apps such as Google documents, drive, Spreadsheets, chat, forms etc Ecommerce, Microsoft Suite, Outlook, Microsoft Teams, Excel Spreadsheets, reporting, Pivot Tables and V Lookups, F&I, Dealertrack, VIN Solutions, Vauto, CVR, Interactive Network, Encompass, Blend, EagleEye CRM, Public Notary, odyssey E-file, property lien file.
Timeline
Office Manager & Account receivable
GREEN ATTIC
08.2022 - Current
Management Contract Assignment
Robert Half
10.2020 - 10.2022
Mortgage Loan Officer
THE FEDERAL SAVINGS BANK
09.2020 - 10.2021
Supervisor -Personal Banking
VILLAGE BANK AND TRUST
03.2019 - 09.2020
Auto Finance Manager
GROSSINGER AUTO GROUP
10.2016 - 03.2019
Sales Supervisor
T-MOBILE
03.2014 - 10.2016
- Illinois Public Notary, The Notary Public Association, 06/01/24
- Legal Office Administration, 06/01/24
Associate of Applied Science - Accounting And Marketing Management
OAKTON COMMUNITY COLLEGE
Business Administration & Management -
LOS ANGELES TRADE TECHNICAL COLLEGE
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