Fidel Duran
Princeton,TX
Summary
Results-driven Customer Service Professional with deep mortgage industry expertise and a proven ability to lead and motivate agents. Recognized for exceptional knowledge of loan processes, compliance, and client support-consistently exceeding expectations and earning trust as a go-to resource within the organization. Skilled in driving operational efficiency, resolving escalated issues, and fostering a high-performance culture. Former E-commerce Manager with experience in digital operations and a strong background in executive support as a Personal Assistant. Adept at balancing leadership, customer satisfaction, and process improvement to achieve organizational goals.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Loan Performing Consultant lll
NewRez
Coppell, TX
04.2024 - Current
- Calmly attempted to resolve and de-escalate any issues and when necessary and appropriate escalate call to supervisor.
- Coach new hires in customer engagement, collection methods, and service expertise.
- Reviewing reports to identify coaching opportunities that will help agents continue to succeed.
- Utilized collections and customer service to obtain account details and promptly process customer requests.
- Documented and updated customer records based on interactions.
- Implemented monthly goal-setting strategies for individual agents to enhance performance and achieve department metrics.
E-commerce Manager
Mowpart
Royse City, Texas
01.2022 - 04.2024
- Oversaw daily operations of the online store, ensuring seamless functionality and exceptional customer service.
- Developed and executed strategic initiatives to drive revenue growth.
- Managed online inventory and optimized product listing to improve accuracy and conversion rates.
- Created and enhanced product pages using SEO best practices, increasing organic traffic and visibility.
- Analyzed website performance using analytics tools and implemented data driven improvements.
- Resolved customer service issues promptly, maintaining high satisfaction and retention rates.
Personal Assistant
Duran’s General Mechanic
Greenville, Texas
01.2020 - 01.2022
- Managed scheduling and appointments for clients.
- Organized and maintained office files and documentation efficiently.
- Assisted in customer communications and inquiries regarding services.
- Supported the team in preparing service reports and invoices.
- Answered incoming calls and emails promptly while managing the executive's schedule accordingly.
- Provided personal support to the executive, including errand running and personal shopping.
- Utilized technology efficiently, including MS Office and CRM systems, to enhance productivity and organization.
Education
Associate of Science -
Collin College
Farmersville, TX 08.2021 - 12.2023
Skills
- Collections
- Customer Service
- Process Developer
- Investor Product Knowledge
- Customer Satisfaction
- Team Training & Leadership
- Positive Work Cultures
- Swift Problem Resolution
- Mortgage Expertise
Languages
- Spanish
- English
Technology Tools
- Microsoft Office Suite
- CMS Supervisor
- Collections
- Black Knight/LPS
- SalesForce
- Ring Central
Timeline
Loan Performing Consultant lll
NewRez
04.2024 - Current
E-commerce Manager
Mowpart
01.2022 - 04.2024
Associate of Science -
Collin College
08.2021 - 12.2023
Personal Assistant
Duran’s General Mechanic
01.2020 - 01.2022