Karina Mercado
pharr,United States
Summary
With more than 10 years of customer service experience, I’m looking to join a company to pursue career growth, where I can utilize my leadership and deliver engaging high quality customer service for a variety of clients and projects. I’m a collaborative team player with ownership mentality and delivering quality strategic solutions to resolve challenges and propel business growt.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
8
8
years of professional experience
Work History
Loan Processor
Security Finance, Financial Services
10.2019 - 12.2020
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Promoted a positive work environment through effective communication skills and teamwork initiatives.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Strengthened relationships with clients through consistent follow-up calls and personalized attention to their needs.
- Provided exceptional customer service by addressing borrower concerns and resolving issues in a timely manner.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Conducted credit analyses on applicants to assess risk levels prior to approval decisions.
- Facilitated communication with loan applicants, underwriters and loan officers to optimize process and maintain updated information.
- Improved customer satisfaction by providing timely updates and clear communication throughout loan application process.
- Conducted periodic reviews of loan agreements to identify and rectify discrepancies.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Negotiated loan terms and conditions with customers to secure best deal.
- Explained very technical financial information to applicants in easy to understand language.
- Follow up calls
- Renews
Manager
Cricket Wireless
10.2013 - 10.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved marketing to attract new customers and promote business.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Bank Deposits
- Drive to diferent locations
- Meetings
- Flyering
Sales Associate
Stripes Convenience Store
09.2012 - 10.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Maintained store clean and prensentable
- Welcome customers
- Money orders
Education
Phlebotomy
South Texas College
McAllen, TX12.2024
Valley View High School
Hidalgo, TX05.2012
Skills
- Data entry
- Teamwork and collaboration
- Information verification
- Regulatory compliance
- Attention to detail
- Dedicated work ethic
- Customer service
- Interviews
- Cash handling
- Active listening and learning
- Staff management
- File management
- Processing procedures
- Effective multitasking
- Schedule management
- Timesheet management
- Inventory tracking
- Friendly, positive attitude
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Calm under pressure
Languages
Spanish
Full Professional
Timeline
Loan Processor
Security Finance, Financial Services
10.2019 - 12.2020
Manager
Cricket Wireless
10.2013 - 10.2019
Sales Associate
Stripes Convenience Store
09.2012 - 10.2013
Phlebotomy
South Texas College
Valley View High School
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