LOUISA SENA
Albuquerque,New Mexico
Summary
Diverse background and experience in business with particular contributions in Management, Sales, Customer Service and Marketing. Extensive experience and recognized performance metrics in all facets of banking products and services, back/front office branch operations, consumer and mortgage lending with world’s largest credit union and third largest American bank. Routinely selected for launching new services and community outreach programs. Demonstrated ability to apply discipline and focus to chosen or assigned endeavors. Clear sense of purpose and focus in meeting customer needs. Polished communications and interpersonal skills. Significant computer knowledge and skills.
Overview
24
24
years of professional experience
Work History
Mortgage Loan Officer 2
Sandia Laboratory Federal Credit Union
Albuquerque, N.M.
01.2022 - Current
- Developed relationships with real estate agents, builders and other referral sources in order to generate business leads.
- Educated customers on various aspects of mortgage financing options available.
- Evaluated existing customer accounts for refinancing opportunities or additional services offered by the company.
- Attended industry events and seminars in order to stay abreast of changes in the mortgage banking industry.
- Monitored customer accounts throughout the life cycle of each loan transaction.
Financial Representative/Outreach Programs
Navy Federal Credit Union
Albuquerque, N.M.
01.2010 - 01.2022
- Worked with customers to determine needs, evaluate financial means, and check eligibility for products or services.
- Secured long-term customer accounts, providing recommendations to promote service effectiveness and benefits to exceed client goals and needs.
- Processed and documented customer and institutional payments.
- Researched competitive offerings from other companies to ensure that pricing remained competitive.
Mortgage Loan Processor
Navy Federal Credit Union
Albuquerque, N.M.
01.2010 - 01.2022
- Obtained and verified clearance of underwriting conditions to prepare loan file for submission and approval.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Submitted detailed loan packages to underwriting department to facilitate approval or denial processes.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
Teacher
Albuquerque Public Schools
Albuquerque, N.M.
01.2009 - 01.2010
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Graded student papers and assignments to track student progression.
Customer Service Representative
Wells Fargo Bank
Albuquerque, N.M.
01.2000 - 01.2008
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Arts in Communications -
University of New Mexico
01.2009
Skills
- Management and Leadership
- Mortgage Banking
- Sales/Customer Service
- Marketing
- Time Management
- Professionalism
- Active Listening
- Continuous Improvement
- Written Communication
Personal
Raising an amazing son and enjoying his loving, happy and infectious personality. Enjoy nurturing relationships with incredible family, friends and colleagues. Value being healthy and happy.
Timeline
Mortgage Loan Officer 2
Sandia Laboratory Federal Credit Union
01.2022 - Current
Financial Representative/Outreach Programs
Navy Federal Credit Union
01.2010 - 01.2022
Mortgage Loan Processor
Navy Federal Credit Union
01.2010 - 01.2022
Teacher
Albuquerque Public Schools
01.2009 - 01.2010
Customer Service Representative
Wells Fargo Bank
01.2000 - 01.2008
Bachelor of Arts in Communications -
University of New Mexico
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