Fernando Martinez
Sarasota,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spectrum
Harlingen, TX
05.2020 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Excelled in exceeding daily credit card application goals.
Mortgage Default Specialist
Bank of America
Harlingen, TX
05.2017 - 03.2020
- Reviewed mortgage loan documents for accuracy and completeness.
- Assessed loan default risk and determined appropriate course of action.
- Conducted field inspections to ensure compliance with local regulations.
- Provided customer service support by responding to inquiries from borrowers regarding their loans in default.
- Managed a portfolio of high-risk mortgages through all stages of delinquency and default resolution processes.
- Analyzed financial data such as income statements and balance sheets to determine borrower's ability to repay debts.
- Identified potential violations of state laws related to mortgage servicing practices.
- Advised customers on available options for resolving their delinquent mortgages.
- Evaluated proposals submitted by borrowers seeking loan modifications or other alternative loss mitigation options.
- Worked closely with other departments within the organization on matters relating to mortgage defaults and foreclosures.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
Education
High School Diploma -
Southeastern High School
Miami, FL04-2014
Skills
- Account updating
- Information Security
- Data Collection
- Complaint resolution
- Inbound and Outbound Calling
- Multi-Task Management
- Problem Resolution
- Microsoft Excel
- Customer Education
- Order Processing
- Positive and professional
- Service Upselling
- Credit card payment processing
- Customer Service
- Active Listening
- Sales expertise
Timeline
Customer Service Representative
Spectrum
05.2020 - 08.2024
Mortgage Default Specialist
Bank of America
05.2017 - 03.2020
High School Diploma -
Southeastern High School
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