Jessica Tinoco
Phoenix ,AZ
Summary
Detail-oriented loan servicing specialist with 2+ years of experience in financial services and high-volume customer support environments. Skilled in delivering exceptional customer experience through clear written and verbal communication, accurate account servicing, and strong problem solving abilities. Experienced in reviewing financial documentation, adapting to evolving policies, and meeting production and quality goals. Seeking to transition into a chat specialist role to leverage stronger written communication skills and mastering chat handling protocols.
Overview
11
11
years of professional experience
2015
2015
years of post-secondary education
Work History
Loan servicing
Upgrade inc
Phoenix , AZ
09.2023 - Current
- Perform in a call center environment demonstrating success in managing high call volume.
- Perform detailed loan servicing activities, including payment processing and reconciliation of loans.
- Provide empathetic, solution-focused support to customers experiencing financial hardship.
- Clearly explain loan terms, payment options, and servicing policies in a professional and easy to understand manner.
- Adapt quickly to policy and procedures changes while maintaining productivity and quality standards.
- Collaborate with internal teams via slack and other communication tools to resolve customer issues efficiently.
Tax Associate
Department of Revenue
Phoenix , AZ
08.2017 - 03.2018
- Reviewed tax documents for accuracy and compliance with regulations.
- Provided support during audits by organizing necessary documentation.
- Communicated tax information clearly to clients in person and via email.
- Maintained updated records of client interactions and transactions in databases.
- Assisted clients with the preparation of financial documents related to taxes.
Customer Service Representative
Department of Labor
Phoenix , AZ
02.2016 - 12.2016
- Assisted clients in understanding labor laws and available services.
- Responded to inquiries via phone and email with accurate information.
- Maintained detailed records of customer interactions and issues.
Customer Service Representative
Supper shuttle
Phoenix , AZ
01.2015 - 02.2016
- Managed inbound calls using a multi-line phone system
- Scheduled reservations and coordinated departures
- Documented customers feedback and service details accurately
Education
Hope High School
Phoenix , AZSkills
- Customer account servicing
- Written & verbal communication
- Payment processing & reconciliation
- Detailed oriented & quality focused
- Conflict resolution & de-escalation
- Multitasking in fast-paced environments
- Google workspace proficiency
- Slack & internal communication tools
- Bilingual English/spanish
Timeline
Loan servicing
Upgrade inc
09.2023 - Current
Tax Associate
Department of Revenue
08.2017 - 03.2018
Customer Service Representative
Department of Labor
02.2016 - 12.2016
Customer Service Representative
Supper shuttle
01.2015 - 02.2016
Hope High School