Gloria Fermin
Cape Coral,FL
Summary
Enthusiastic professional with drive and determination to succeed in new business development. Excellent communicator skilled at relating with people at all levels and offering flexibility of working well on teams or individually. Leverage years of extensive experience in the military, administrative assistance, social work advocacy, and real estate to contribute to a dynamic organization as an administrative professional. I aim to utilize strong organizational skills, attention to detail, and passion for delivering exceptional results to support the company's objectives and foster a collaborative work environment.
Overview
8
8
years of professional experience
Work History
Customer Success Representative
Stock Navigators
06.2023 - 04.2024
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Maintained the current high rating of our reviews, stellar NPS score, and company KPIs (churn rate, dispute rate, lost revenue, etc.)
- Handled refund requests on the phone, providing clarity and motivation to clients who may have gotten off track.
- Handled support tickets from students who had program questions, requests, or issues.
- Fostered close relationships with eager students and identify students who would be great for student reviews, video testimonials, and a brand ambassador program.
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
Realtor
eXp Realty
05.2022 - 10.2023
- Acting as an intermediary in negotiations between buyers and sellers, promoting sales of properties through advertisements, open houses, and participation in multiple listing services.
- Maintained up-to-date knowledge of local market trends and regulations, providing valuable insights and advice to clients.
- Conducted comprehensive market analyses to determine optimal listing prices for sellers, maximizing profits while minimizing time on market.
- Coordinated appointments with buyers, sellers and other realtors to show buyers and tenants prospective homes.
- Facilitated smooth transactions by coordinating with various stakeholders such as title companies, inspectors, appraisers, and attorneys.
- Negotiated favorable terms for clients during contract discussions, ensuring their best interests were represented.
- Communicated with clients to understand property needs and preferences.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Implemented efficient systems for managing paperwork and tracking client communication history, improving overall organization and productivity levels.
Bilingual Advocate
Women's Center For Advancement
10.2019 - 06.2022
- Providing crisis intervention, resources, and support to clients, assessing client safety and creating safety plans, assisting clients through healthcare, legal, and human services.
- Conducted comprehensive assessments, developed treatment plans and made independent decisions regarding safety and well-being of assigned children and families.
- Maintained strict confidentiality when handling sensitive client information, adhering to professional ethics guidelines at all times.
- Assisted legal professionals with case preparation for non-English speaking clients, ensuring accurate representation of their needs.
- Increased awareness of available resources within the community by organizing and attending local events as a bilingual representative.
- Streamlined case management processes by developing organized systems for tracking client information and progress updates.
- Established trust with clients by demonstrating empathy, understanding, and genuine commitment to their well-being and success.
- Conducted thorough research on relevant laws and regulations, enhancing the advocacy services provided to clients.
- Navigated challenging situations with diplomacy while advocating fiercely for the best interests of each client served.
Administrative Assistant
Nebraska State Probation
07.2018 - 10.2019
- Managed records, developed communication pipelines, providing supervision and oversight for projects, gathered data and prepared reports.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Executed record filing system to improve document organization and management.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Armament Systems Apprentice
United States Air Force
12.2015 - 05.2017
- Handled and managed munitions, ensuring adherence to safety protocols, coordinated task requirements, maintaining and tracking records, inventorying and securing classified materials.
- Prepared munitions and inspected post loading weapons. Operated handling and loading equipment, and mates munitions with aircraft release, launch, and suspension systems.
- Loaded and serviced aircraft gun systems. Tested electrical and electronic circuitry for continuity, voltage, and proper operation.
- Examined for visual defects and proper installation of systems components such as munitions ejector racks, loading and suspension devices, shackles, rocket pods, pylons, aircraft ammunition, boosters, and feed chutes. Boresights and performs after-firing inspection of aircraft guns.
- Performed armament systems maintenance functions. Modified munitions launch, release, suspension, and monitor systems to improve efficiency.
Education
Google Project Management Certificate -
Grow With Google
Cape Coral, FL03.2023
Real Estate License -
Larson Educational Services
Fort Myers, FL12.2021
Associate of Applied Science in Criminal Justice -
Community College of the Air Force
Hill AFB, UT05.2017
Skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Project management tools (eg, Jira, Trello, Asana)
- Collaboration and communication tools (eg, Slack, Microsoft Teams)
- Data analysis and reporting tools (eg, Excel, Tableau)
- Familiarity with CRM or database systems
- Time management and prioritization
- Attention to detail and accuracy
- Multitasking and handling multiple projects
- Adaptability and flexibility
- Process improvement and optimization
- Client Relations
- Strong negotiation skills
- Tech-savvy mindset
- Social Media Marketing
- Leasing and sales
References
- Dialaht Moser, Former Supervisor, (402) 880 3893
- Dalia Guzman, Mentor, (531) 721 4288
- Ozzie Lleras, Former Broker, (775) 671 1141
Timeline
Customer Success Representative
Stock Navigators
06.2023 - 04.2024
Realtor
eXp Realty
05.2022 - 10.2023
Bilingual Advocate
Women's Center For Advancement
10.2019 - 06.2022
Administrative Assistant
Nebraska State Probation
07.2018 - 10.2019
Armament Systems Apprentice
United States Air Force
12.2015 - 05.2017
Google Project Management Certificate -
Grow With Google
Real Estate License -
Larson Educational Services
Associate of Applied Science in Criminal Justice -
Community College of the Air Force
Similar Profiles
Keedi Karell SoniaKeedi Karell Sonia
Laundry and Dry Cleaning Assistant at Navigators of CameroonLaundry and Dry Cleaning Assistant at Navigators of Cameroon
Mason D'AndreaMason D'Andrea
Emcee Team Leader at The NavigatorsEmcee Team Leader at The Navigators
James RichardsJames Richards
Campus Ministry Intern at NavigatorsCampus Ministry Intern at Navigators