JANELLE GUTANG
Fort Worth,TX
Summary
Resourceful Consumer Loan Officer with broad experience in consumer lending and credit management. Demonstrated strengths include comprehensive knowledge of loan products, underwriting criteria, and regulatory compliance. Proven ability to cultivate customer relationships and foster customer loyalty through exceptional service. Contributed significantly to portfolio growth and risk mitigation strategies in previous roles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Consumer Loan Officer
American Airlines Federal Credit Union
Flower Mound, TX
05.2023 - Current
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Analyzed financial statements, credit reports, and other documents to assess borrower's creditworthiness.
- Counseled clients on budgeting techniques that would help them manage their debt more effectively.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Tracked and managed new leads and followed up on referral business.
- Assisted in training new employees on the proper handling of consumer loans.
- Negotiated loan terms with borrowers and finalized contracts.
Lead Member Service Representative
American Airlines Credit Union
DFW, TX
06.2021 - 05.2023
- Frontline personnel providing great customer service, answering and directing phone calls, assisting with membership-related issues, resolving complaints, and processing transactions helped process loans.
- Monitored inventory levels of merchandise available at the branch location.
- Provided exceptional customer service to members, responding to inquiries and resolving complaints in a timely manner.
- Researched banking regulations to ensure compliance with relevant laws and regulations.
- Maintained current knowledge of products, services and promotions offered by the organization.
- Adhered strictly to security procedures while handling sensitive information or documents.
- Trained new employees on departmental policies, procedures and job functions.
- Created marketing materials such as flyers, brochures and newsletters for promotional campaigns.
- Performed data entry tasks to maintain up-to-date account information in the system.
Customer Service Representative
American Airlines
DFW, TX
05.2021 - 06.2021
- Accepting, checking, and tagging customers’ baggage at kiosks Processing and completing credit card baggage transactions at kiosks
- Assisting customers with self-service kiosk check-in and kiosk baggage processing
- Queuing lines in ticket counter areas
- Accepting and activating customers’ self-tagged baggage
- Performing clearance and verification of documents at kiosks
- Possibly performing additional related duties as deemed operationally necessary by management in with the collective bargaining agreement.
Office Manager
TM ACCOUNTING, CPA FIRM
Hurst, TX
01.2020 - 06.2021
- Produced thorough, accurate and timely reports of project activities.
- Created and managed budgets for travel, training, and team-building activities.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Administered payroll and maintained proper documentation of employee personnel.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Managed office budget to handle inventory, postage and vendor services.
- Reviewed files and records to obtain information and respond to requests.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
Office Manager
IPatch Phone & Computer Repair
Hurst, TX
11.2018 - 06.2021
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained filing system for records, correspondence and other documents.
- Recruiting, performance management, and workplace scheduling.
- Product management: Including ordering, receiving, price changes, handling damaged products, and returns.
- Team Development: facilitating staff learning, training, and development.
- Performed basic network troubleshooting and maintenance activities.
- Created backup images of customers' data files onto external storage devices.
- Managed inventory of parts and supplies for repair services.
- Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.
- Provided training to new hires on office policies and procedures.
Executive Administrative Assistant
Techserv 247 Corp
Fort Worth, TX
11.2018 - 06.2021
- Organized and maintained executive calendars, scheduled meetings, conferences, travel arrangements, and appointments.
- Reviewed and processed expense reports and invoices for accuracy and completeness.
- Prepared monthly financial statements according to established deadlines.
- Coordinated communications between departments to ensure timely completion of projects.
- Ordered office supplies as needed while monitoring inventory levels to ensure adequate stock is available at all times.
- Assisted in preparing marketing materials such as brochures and flyers for distribution at trade shows and other events.
- Established procedures for maintaining files of all office correspondence, memorandums, agreements, and contracts, ensuring easy access when needed.
- Developed online databases for tracking customer contacts and sales leads.
- Provided secretarial support to the executive staff including composing correspondence, memos, presentations, reports and other documents as requested.
- Scheduled and arranged travel and hotel reservations for meetings, conferences and seminars.
- Followed proper accounting and bookkeeping procedures to support audits.
- Managed daily invoices, reports and proposals.
- Managed and tracked expenses to meet company budget requirements.
Office Manager
Common Tax
Hurst, TX
11.2018 - 01.2020
- Maintains office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing, and approving supply requisitions, and assigning and monitoring clerical functions.
Waitress/ Chief
Miss Saigon Cafe
Hurst, TX
01.2011 - 05.2019
- Provide quality customer service
- Preform Cleaning, Cooking, and Register duties
- Occasionally run errands for the owner such as picking up supplies and getting restaurant groceries.
Reconciliation Analyst/ Customer Service
FDS Inc.
Fort Worth, TX
05.2018 - 11.2018
- Served as the primary resource for the matching of 835 + dispensing and claims payment information, management of the exceptions process and education/training of customers on FDS platforms.
Education
Business Administration and Management -
Tarrant County College District
Fort Worth, TX08.2024
High School Diploma -
Lawrence D. Bell High School
Bedford, TX05.2013
Skills
- Bookkeeping
- Verbal & Written Communication
- Problem solving
- Accounts Payable/ Receivable
- Scheduling
- Customer Service Relations
- Microsoft Office Proficient
- Planning and Organizing
- Filing & Data Archiving
Reffernces
- Kim Pham, Miss Saigon Café’ Owner, pkimxuan33@gmail.com, (817)-896-3510
- Thea Macapagal, Behavioral Therapist, marlenethea1234@gmail.com, (817)-988-1312
- Hanh Nguyen, Techserv247 Corp CEO, hnguyen@techserv247corp.com, (817)-205-3919
Certification
- OSHA Safety and Health Administration
- HIPPA Certified
- Licensed Cosmetologist
Timeline
Consumer Loan Officer
American Airlines Federal Credit Union
05.2023 - Current
Lead Member Service Representative
American Airlines Credit Union
06.2021 - 05.2023
Customer Service Representative
American Airlines
05.2021 - 06.2021
Office Manager
TM ACCOUNTING, CPA FIRM
01.2020 - 06.2021
Office Manager
IPatch Phone & Computer Repair
11.2018 - 06.2021
Executive Administrative Assistant
Techserv 247 Corp
11.2018 - 06.2021
Office Manager
Common Tax
11.2018 - 01.2020
Reconciliation Analyst/ Customer Service
FDS Inc.
05.2018 - 11.2018
Waitress/ Chief
Miss Saigon Cafe
01.2011 - 05.2019
Business Administration and Management -
Tarrant County College District
High School Diploma -
Lawrence D. Bell High School
- OSHA Safety and Health Administration
- HIPPA Certified
- Licensed Cosmetologist
Similar Profiles
ROBBIE LEIGH CROWEROBBIE LEIGH CROWE
Consumer Loan Officer at American Airlines Federal Credit UnionConsumer Loan Officer at American Airlines Federal Credit Union
Jarrod YandrisovitzJarrod Yandrisovitz
Mortgage Loan Officer at American Airlines Federal Credit UnionMortgage Loan Officer at American Airlines Federal Credit Union
Alicia DorseyAlicia Dorsey
Mortgage Loan Officer at Southwest Airlines Federal Credit UnionMortgage Loan Officer at Southwest Airlines Federal Credit Union