Hazel Sosa
Detroit
Summary
Administrative professional with extensive experience in client communication, workflow coordination, documentation management, and high-volume task prioritization. Strong written communication, organizational skills, and attention to detail with a proven ability to support business leaders, manage confidential information, and maintain accuracy under pressure. Excellent candidate for Executive Assistant roles requiring judgment, discretion, and executive-level communication.
Overview
15
15
years of professional experience
Work History
Written Communication Specialist
Rocket Mortgage
08.2020 - Current
- Manage high-volume written inquiries related to mortgage servicing and documentation.
- Draft clear, compliant written responses tailored to multiple audiences.
- Prioritize regulated task queues to ensure timely and accurate completion.
- Resolve escalated client complaints requiring discretion and advanced judgment.
- Collaborate with internal partners to research and resolve servicing issues.
- Support workflow improvements by identifying process efficiency opportunities.
Client Support Specialist (Servicing Phones)
Rocket Mortgage
05.2019 - 08.2020
- Handled high-volume inbound calls assisting clients with servicing, escrow, and loan payment issues.
- Documented interactions accurately while ensuring compliance with servicing guidelines.
- Resolved issues by collaborating with internal departments.
Document Analyst
Rocket Mortgage
02.2016 - 05.2019
- Reviewed loan documentation for accuracy prior to underwriting.
- Communicated with clients via email regarding documentation needs.
- Coordinated with internal teams to clear document exceptions.
Customer Service & Agent
Fiesta Auto Insurance
09.2010 - 11.2015
- Quoted and closed insurance policies while explaining coverage options.
- Handled documentation, payments, claims initiation, and follow-up.
- Independently managed daily office operations with minimal supervision.
Education
Associate Degree in Paralegal - Immigration And Family Law
VCF Immigration Academy
Dallas, TX09-2027
Skills
- Executive-level written & verbal communication
- Inbox, document & workflow management
- Task prioritization & scheduling support
- Client relations & complaint resolution
- Compliance & regulatory accuracy
- Problem-solving & decision-making
- Microsoft Office: Outlook, Word, Excel, PowerPoint
- Queue management & productivity tracking
- Advertising and marketing
- Strategy implementation
Languages
Spanish
Native or Bilingual
Timeline
Written Communication Specialist
Rocket Mortgage
08.2020 - Current
Client Support Specialist (Servicing Phones)
Rocket Mortgage
05.2019 - 08.2020
Document Analyst
Rocket Mortgage
02.2016 - 05.2019
Customer Service & Agent
Fiesta Auto Insurance
09.2010 - 11.2015
Associate Degree in Paralegal - Immigration And Family Law
VCF Immigration Academy