Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

GLORIA T. DIZON

San Antonio,TX

Summary

PROFILE SUMMARY

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Seeking for a remote work from home.



Overview

19
19
years of professional experience

Work History

Mortgage Loans Processor I

USAA FSB
11.2014 - 09.2021
  • Processed/reviewed/closed Conventional and VA/IRRRL loans in 15 days or less while achieving a perfect 4.00% KDS and 100% Met Closing goals. Standard processing to closing time is 30-45 days.
  • Assisted loan officers with origination process to fastrack procedures and promote teamwork.
  • Explained very technical information to loan applicants to understand language.
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for loan applicants. This eliminated, if not significantly reduced, customer complaints
  • Efficiently prepared documents for Underwriting review by verifying client income, credit reports, and other information.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.

Home Preservation Specialist

Wells Fargo Home Mortgage
12.2012 - 10.2014
  • Mitigated bank loss while maintaining home ownership by modifying loans on-site at Neighborhood Assistance Corporation of America (NACA) events and at Community Regional events sponsored by NACA and Wells Fargo
  • Actively participated/contributed in the 512 Escalation Group to identify/address the employees’ needs to perform their best.

Promontory Board, Wells Fargo Home Mortgage
08.2012 - 12.2012
  • Substantially reduced CFPB penalties against the bank through extensive research/review of previously foreclosed loans to establish Wells Fargo’s 100% compliance to all legal and Company –set credit policies/supplemental directives prior to foreclosure procedures.

Financial Services Advisor

JP Morgan Chase Credit Card Services
04.2009 - 10.2010
  • Increased consumer loyalty and satisfaction by 100% by processing the highest number of Balance Transfers a day to help consumers consolidate their debts while generating more bank revenue.

Business Travel Counselor

American Express Business Travel
03.2007 - 03.2009
  • Surpassed expectations of IBM and Ernst & Young executives by consistently offering the lowest flight/hotel accommodations options without sacrificing safety
  • Reviewed/consolidated reports for the quarterly and annual IBM travel audit review with a 100% pass score.

Manager

Philippine Airlines
09.2002 - 11.2006
  • Earned the highest number of monthly passenger commendations for flight crew’s excellent in-flight service/performance
  • Ensured 100% compliance to FAA safety standards by conducting on-time semi-annual flight crew refresher course
  • Efficiently managed and consistently achieved the Company’s set Division’s annual budget
  • Directly negotiated with domestic/international vendors which reduced flight crew hotel accommodation costs by 35%.

Education

Bachelor of Science - Business Administration, Banking and Finance

University of San Carlos

Skills

  • Professional Telephone Demeanor
  • Customer Relations/Service
  • Active Listening
  • Grammar
  • Travel Planning
  • Issue and Complaint Resolution
  • Billing Adjustments and Refunds
  • Credit Card Payment Processing
  • Team Development
  • Livechat Messaging
  • Service Standard Compliance
  • Microsoft Word

Additional Information

  • AWARDS/RECOGNITIONS “, Shout Out” recognition from USAA Director-Home Mortgage Fulfillment for surpassing team pace/goal USAA Pride Tribute, Commitment to Service Statement from Jacqueline Perrin, USAA Director, Operations Support Customer Service Excellence Award from SVP, Wells Fargo Home Lending “Chase Roadshow” winner for Top Balance Transfers – JPMorgan Chase “Star Performer Award” American Express Business Travel Philippine Airlines’ Recognition of Superior Efforts in the Large Group Category for the highest number of passenger commendations and appreciations.

Languages

English
Full Professional
Filipino
Full Professional

Timeline

Mortgage Loans Processor I

USAA FSB
11.2014 - 09.2021

Home Preservation Specialist

Wells Fargo Home Mortgage
12.2012 - 10.2014

Promontory Board, Wells Fargo Home Mortgage
08.2012 - 12.2012

Financial Services Advisor

JP Morgan Chase Credit Card Services
04.2009 - 10.2010

Business Travel Counselor

American Express Business Travel
03.2007 - 03.2009

Manager

Philippine Airlines
09.2002 - 11.2006

Bachelor of Science - Business Administration, Banking and Finance

University of San Carlos

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GLORIA T. DIZON