Jose Lopez
Customer Experience Manager
Broadview,IL
Summary
Results-driven professional with an analytical background and meticulous attention to detail. Demonstrates outstanding communication and problem-solving abilities, consistently delivering accurate and timely decisions. A collaborative team player with a dedicated focus on exceptional customer service, consistently surpassing performance expectations. Proven motivational leader and organizational problem-solver, bringing advanced supervisory, team-building, and customer service skills to the table.
Overview
20
20
years of professional experience
Work History
Customer Experience Manager
Home Depot
Broadview, IL
03.2023 - Current
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, and prepared reports.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
Senior Bilingual Mortgage Analyst
BMO Bank
04.2022 - 05.2023
- Collaborated with Mortgage Bankers and Underwriters to manage 20-30 loans, procuring loan documentation and clearing conditions under time-sensitive, high-pressure conditions.
- Highly organized documentation of client profile through creation and extensive use of data sheets outperformed company goals with a monthly submission rate of 125% above goal with zero funding errors, consistently providing resourceful, customer-centric solutions.
- Analyzed client data (appraisals, credit reports, flood certificates, tax returns, W2) for fast mortgage and refinancing approval.
- Maintained positive client relationships through simplified explanations of difficult concepts pertaining to client cases with persistent contact to update and verify proper form submissions.
- Cooperative in providing insight and modifying company methods to optimize efficiency amongst lending team members, resulting in more workflow.
- Contributed to daily team meetings by submitting recorded personal client calls that served as models for protocol compliance and encouraging team to create a positive work environment.
Business Loan Manager
JPMorgan Chase
04.2020 - 12.2021
- Conducted comprehensive analysis of business and personal financial statements, credit reports, cash flow, and balance sheet ratios to advise smart credit decisions.
- Performed underwriting for high-net worth loans up to 1MM.
- Collaborated with Mortgage Advisors to meet underwriting standards, enhance productivity, and ensure client satisfaction.
- Managed pipeline and ordered and reviewed various reports such as appraisals, flood certifications, and titles for accuracy.
- Contributed to SBA PPP loan project and newsletters.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Relationship Banker
Chase Bank
Milwaukee, WI
07.2019 - 03.2020
- Identified financial needs of customers and presented appropriate product and service options.
- Advised customers on bank products, services and financial planning options.
- Resolved discrepancies and compiled new customer information.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Collaborated with mortgage and wealth management partners.
- Attended local gatherings as a bank representative.
Business Account Executive
AT&T
Milwaukee, WI
12.2018 - 07.2019
- Generated new business through effective prospecting and relationship building..
- Planned and executed in-store product launch events.
- Trained retail employees and managed administrative logistics.
- Operated independently to manage administrative logistics of event planning, including contract signing, event booking, and promotions to add phone, internet and TV services.
- Utilized CRM to collect and manage sales data.
- Used consultative sales strategies to overcome objections
- Prepared sales presentations or proposals.
AT&T Retail Sales Representative
AT&T
Milwaukee, WI
10.2013 - 12.2018
- Extensive experience in consultative sales, guiding customers through their options and delivering tailored solutions.
- Demonstrated ability to build and maintain strong customer relationships, resulting in increased customer loyalty and repeat business.
- Proficient in event coordination, online order processing, and effective outbound calls to maximize sales opportunities.
- Proven track record of consistently meeting and exceeding sales targets, resulting in quantifiable business growth.
- Highly adaptable to fast-paced environments, embracing change to stay current with evolving technology and sales techniques.
Skills
- Financial Analysis
- Leadership Abilities
- Loan Management
- Spanish (fluent)
- Underwriting Guidelines
- Microsoft Office
- Verbal and Written Communication
- Project Planning
Timeline
Customer Experience Manager
Home Depot
03.2023 - Current
Senior Bilingual Mortgage Analyst
BMO Bank
04.2022 - 05.2023
Business Loan Manager
JPMorgan Chase
04.2020 - 12.2021
Relationship Banker
Chase Bank
07.2019 - 03.2020
Business Account Executive
AT&T
12.2018 - 07.2019
AT&T Retail Sales Representative
AT&T
10.2013 - 12.2018