Jenilyn Zapata
Stockton,CA
Summary
Results-driven Assistant Manager with a strong background in client relations, conflict resolution, and loan servicing. Proven ability to effectively manage escalated customer concerns with professionalism, empathy, and integrity, resulting in improved customer satisfaction and long term client retention. Highly organized and adaptable, with experience thriving in fast-paced environments while balancing multiple priorities and consistently meeting performance goals. Recognized for delivering exceptional service, building strong customer relationships, and contributing to overall team success through a proactive, solution-focused mindset.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Assistant Manager
OneMain Financial
Stockton, CA
10.2020 - Current
- Conduct comprehensive reviews of loan agreements and applications, ensuring 100% compliance with company policies.
- Consult with loan applicants to gather required information, clarifying the application process to enhance customer satisfaction.
- Address and resolve customer complaints promptly, achieving customer satisfaction through effective conflict resolution.
- Evaluate applicant credit histories to assess loan eligibility
- Scheduling appointments for loan closings and preparing necessary documentation needed for the companies records.
- Handle an average of 50+ daily calls, delivering professional service and achieving high customer satisfaction.
- Negotiate full balance payment plans with delinquent customers.
- Manage multiple projects and deadlines simultaneously ensuring on time completion.
- Refinance personal and auto loans for qualified customers.
- Insurance sales
- Uses daily mathematical calculations when explaining interest to customers.
- Analyze daily sales and motivated sales team to reach daily goals.
- Assists branch manager with onboarding process including interviewing, recommending, and training.
Receptionist
Mercedes-Benz Of Stockton
Stockton, CA
05.2019 - 03.2020
- Meet and greet customers and direct them to appropriate departments and personnel.
- Answered phones and transferred calls to employees or departments as requested by the customer.
- Filed used car documents according to stock numbers.
Sales Representative
Fast Auto & Payday Loans
Lodi, CA
07.2017 - 01.2019
- Processed payday, personal, and title loans for qualified customers.
- Accurately prepared cash deposits up to $7,000+ with zero discrepancies.
- Generated new sales leads through cold calling and networking activities.
Sales Lead Manager
Kids Footlocker
Stockton, CA
01.2016 - 11.2017
- Participated in store inventory, counting types and quantities of all merchandise.
- Opened and closed store; managed cash drawers, sales paperwork, and ensured equipment is functioning.
- Assisted customers with selected merchandise, and locating correct shoes sizes.
- Operated computerized cash register, processed cash, debit, and credit card transactions.
Sales Associate
Forever 21
Stockton, CA
08.2013 - 10.2016
- Met sales goals and insured optimum productivity.
- Organized merchandise for sales floor restocking and customer shipments.
- Operated cash register to process cash, checks, and debit transactions.
- Provided customer service to fulfill customers needs.
Education
Associate of Arts - Arts, Humanities, Social Sciences
San Joaquin Delta College
Stockton, CA2019
Certificate - Sterile Processing And Distribution Technician
Altamont Healthcare
Stockton, CA10-2018
High School Diploma -
Bear Creek High School
Stockton, CA05-2013
Skills
- Supervision
- Sales
- Excellent Customer Service
- Professional Phone Etiquette
- Filing
- Scanning
- MS Word
- Outlook
- Time Management
- Reliable
- Punctual
- Accurate Money Handling
- Excellent Communication Skills
- Organized
- Multitasking
- Teamwork
- Attention To Detail
- Computer Skills
- Appointment Scheduling
Certification
- Typing Certificate of 50 wpm, MTI Business College
- Life Insurance, California Department of Insurance, License # 4082107
- Accident and Health or Sickness Insurance, California Department of Insurance, License # 4082107
- Sterile Processing Technician Certification, Altamont Healthcare
Timeline
Assistant Manager
OneMain Financial
10.2020 - Current
Receptionist
Mercedes-Benz Of Stockton
05.2019 - 03.2020
Sales Representative
Fast Auto & Payday Loans
07.2017 - 01.2019
Sales Lead Manager
Kids Footlocker
01.2016 - 11.2017
Sales Associate
Forever 21
08.2013 - 10.2016
Associate of Arts - Arts, Humanities, Social Sciences
San Joaquin Delta College
Certificate - Sterile Processing And Distribution Technician
Altamont Healthcare
High School Diploma -
Bear Creek High School