Gina Hernandez
Brownstown,MI
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability, adaptability, and customer satisfaction with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Mortgage Servicing Specialist
Rocket Mortgage
07.2024 - Current
- Enhanced loan servicing processes by implementing efficient workflow systems and streamlining communication channels.
- Provided exemplary customer service during all interactions with borrowers, insurers, and legal representatives within the mortgage ecosystem.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Client Communications Specialist
Rocket Mortgage
09.2021 - 07.2024
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Managed multiple client accounts, ensuring consistent delivery of high-quality service.
- Developed tailored communications strategies to increase client engagement and retention.
- Perform a heavy volume of inbound/outbound calls maintaining 100+ dials per hour.
- Filter leads on behalf of the companies clients by staying current on market and product shifts.
- Effectively and efficiently perform work in the internal propriety software and technology of the company.
- Participate on regular trainings on company products.
- Participate in team interaction.
- Respond to all communication urgently while balancing phone calls, emails, and chat messages appropriately.
Server/Restaurant Hostess
Leo's Coney Island
06.2019 - 09.2021
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
High School Diploma -
Asher Adult Education
Southgate, MI05-2020
Skills
- Document review
- Payment processing
- Time management proficiency
- Customer service
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Team collaboration
Timeline
Mortgage Servicing Specialist
Rocket Mortgage
07.2024 - Current
Client Communications Specialist
Rocket Mortgage
09.2021 - 07.2024
Server/Restaurant Hostess
Leo's Coney Island
06.2019 - 09.2021
High School Diploma -
Asher Adult Education
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