Jiny Chee
Houston,TX
Summary
Results-driven professional with extensive experience in real estate, bank closings, customer service, operational efficiency, and team leadership. Proven ability to optimize processes, enhance productivity, and deliver exceptional customer experiences in fast-paced environments. Known for fostering collaborative relationships, implementing continuous improvement initiatives, and solving complex problems strategically. Seeking to leverage expertise to drive operational excellence and exceed performance goals.
Overview
11
11
years of professional experience
Work History
Operations and Customer Coordinator
GenPact for Farmers Insurance
07.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Acted as the primary contact for agents, brokers, and policyholders, addressing inquiries and resolving issues.
- Identified trends in customer needs and provided guidance to team members for effective problem-solving.
- Achieved an 85% resolution rate on escalated customer issues, boosting customer satisfaction scores by 80%.
Closing Supervisor
GuardHill Financial Corp.
07.2022 - 04.2023
- Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers, and attorneys.
- Coordinated with sellers, buyers, escrow agents, and real estate agents to complete loan submissions and scheduled closing dates.
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Oversaw the closing process for residential and commercial transactions, ensuring compliance with legal and regulatory requirements.
Settlement Agent
GuardHill Financial Corp.
07.2017 - 07.2022
- Reduced processing time for settlements with effective coordination of funds transfers, document verification, and title searches.
- Achieved consistent client satisfaction by ensuring all settlement requirements were met or exceeded, ultimately leading to repeat business and positive word-of-mouth referrals.
- Contributed to business growth by identifying opportunities for streamlining procedures or implementing new technologies to enhance efficiency within the office.
- Coordinated pre-settlement activities such as obtaining payoffs, scheduling inspections, or ordering surveys as required per individual transactions'' specifications.
Operations Coordinator
Bizfi
01.2014 - 07.2017
- Conducted daily financial report reviews, collaborating with accounting to ensure accuracy.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Assisted in the implementation of a new CRM platform in collaboration with the IT department.
Education
Bachelor of Science - Sociology
Queens College
Flushing, NYSkills
Customer Service
Operations Management
High-Volume Call Handling
Regulatory Compliance (TRID, RESPA)
Team Leadership & Development
Compliance Management
Process Improvement
Excellent Communication
Technical Skills
- G Suite, Microsoft Office Suite, Salesforce
- Zoom, WebEx, Slack
- Finesse, Talk Desk, Workday
- Chase Orbital, Encompass (Mortgage Software)
Timeline
Operations and Customer Coordinator
GenPact for Farmers Insurance
07.2023 - Current
Closing Supervisor
GuardHill Financial Corp.
07.2022 - 04.2023
Settlement Agent
GuardHill Financial Corp.
07.2017 - 07.2022
Operations Coordinator
Bizfi
01.2014 - 07.2017
Bachelor of Science - Sociology
Queens College
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