To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Motivated self-starter that is driven to learn and adapt in new environments. Team player that is dedicated to achieving and supporting others in accomplishing the goals of the business.
Hi, I’m
Jesus Ruiz
Senior Partner Service Specialist
Trenton,MI
Summary
Overview
15
years of professional experience
3
years of post-secondary education
1
Certificate
1
Language
Work History
Rocket MortgageDetroit, MI
Senior Partner Service Specialist
03.2020 - 06.2022
Job overview
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Documented problems and corrective actions to maintain records.
- Liaised with technology and management teams to develop solutions and accomplish shared objectives.
Rock ConnectionsDetroit, MI
Client Experience Specialist
10.2018 - 03.2020
Job overview
- Resolve client situations on current orders placed on StockX.
- Reply to emails and chats in a timely manner.
- Go in depth to find proper resolution for clients.
- Facilitate overflow LOLA lead calls to bankers.
Quicken LoansDetroit, MI
QCall Analyst
05.2017 - 05.2018
Job overview
- Maintain and update speech analytics tool for coaching and metric purposes.
- Creating methods to track and score execution of plays or scripts by bankers on the phone.
- Created metric reporting to provide visibility for leadership to drive business goals.
- Consult with sales leaders to create accurate tracking items and provide business insight.
Quicken LoansDetroit, MI
ISM Assurance Specialist
09.2016 - 05.2017
Job overview
- Evaluate Spanish Mortgage Banking teams to ensure adherence to policy, procedures, and control.
- Provided feedback on areas of improvement and recognition.
- Consulted with sales leaders to ensure that Mortgage Bankers and compliance were aligned with policies and procedures.
J.P. Morgan ChasePhoenix, AZ
Senior Quality Assurance Specialist
10.2010 - 08.2016
Job overview
- Evaluate branch mortgage bankers to ensure adherence to policy, procedures, and control requirements.
- Provide feedback and coaching to both mortgage banker and mystery shopper.
- Develop new tracking reports for selected processes.
Macy'sTempe, AZ
Spanish Quality Assurance Supervisor
01.2007 - 02.2010
Job overview
- Evaluate customer service representatives to ensure adherence to policy, procedures, and control requirements.
- Provide feedback and coaching to both representative and their supervisors.
- Evaluated team members to ensure that they were adhering to company procedures and requirements.
- Developed calibration training to ensure that representatives and QA were aligned with policy and procedures.
MSI SolutionsTempe, AZ
Data Entry Specialist
06.2006 - 01.2007
Job overview
- Ensured that applications from customer service representatives were filled out accurately.
- Provide feedback to leadership to ensure that applications are filled out properly.
- Develop new tracking reports for selected processes.
Education
Cesar Chavez High SchoolLaveen, AZ
High School Diploma
08.2000 - 01.2004
University Overview
Skills
Salesforce
Certification
Technical Support Fundamentals
Timeline
Senior Partner Service Specialist
Rocket Mortgage
03.2020 - 06.2022
Technical Support Fundamentals
03-2020
Client Experience Specialist
Rock Connections
10.2018 - 03.2020
QCall Analyst
Quicken Loans
05.2017 - 05.2018
ISM Assurance Specialist
Quicken Loans
09.2016 - 05.2017
Senior Quality Assurance Specialist
J.P. Morgan Chase
10.2010 - 08.2016
Spanish Quality Assurance Supervisor
Macy's
01.2007 - 02.2010
Data Entry Specialist
MSI Solutions
06.2006 - 01.2007
Cesar Chavez High School
High School Diploma
08.2000 - 01.2004
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