- Avid Reader
- Volunteering
- Outdoor Recreation
- I like trying new recipes and food trends
Kelly Pino
San Diego,CA
Summary
Compassionate and detail-oriented individual with strong organizational and customer service skills, seeking to join a mission i am very passionate about.
Overview
18
18
years of professional experience
Work History
Client Relations Team Lead
Computershare/Newrez
05.2020 - Current
- Main point of contact for patrons and their operational support staff to ensure all required documentation is updated and received
- Adhered to all operational and quality control procedures to guarantee all documentation meets the applicable program guidelines and legal requirements
- Trained new team members by relaying information on company procedures and customer service standards
- Adapted procedures to mitigate issues and improve deficiencies
- Reviewed and maintained detailed records for clients, ensuring accuracy and compliance with all guidelines and regulations.
Escrow Analysis Specialist
Loancare
06.2018 - 05.2020
- Active communication across several teams to ensure client satisfaction and a speedy process
- Coordinated approval process for exceptions, overrides, and disbursements
- Maintain detailed records of all work being done for patrons including, note taking, information gathering, callback times, etc.
Mortgage Services Representative III
EverBank
10.2012 - 08.2016
- Proactively analyzing operations to identify and address areas for improvement
- Provided potential clients with detailed information on available products, services, and resources to encourage company growth
- Resolving complex client issues through creative solutions while adhering to company policies
- Addressing customer service inquiries in a friendly and timely fashion
Book Clerk and Event Coordinator
Jacksonville Public Library Regency Branch
08.2006 - 10.2012
- Maintained shelves and informational displays to promote visual appeal
- Provided knowledge of products, services, and events to encourage library growth
- Assisted in choosing new materials and recommending books to patrons
- Front desk duties included membership registration, purchases, phone calls and answering questions
- Streamlined inventory management tasks, resulting in improved organization and easier access to desired materials
Education
Flagler College
Saint Augustine, FL01.2012
Florida State College at Jacksonville
Jacksonville, FL01.2011
Skills
- Fluent in Spanish
- Proficient at conflict resolution
- Strong oral and written communication skills
- Fast learner
- Loyal and Dedicated to professionalism
- Collaborative and independent working
- Customer Focus
Interests
Timeline
Client Relations Team Lead
Computershare/Newrez
05.2020 - Current
Escrow Analysis Specialist
Loancare
06.2018 - 05.2020
Mortgage Services Representative III
EverBank
10.2012 - 08.2016
Book Clerk and Event Coordinator
Jacksonville Public Library Regency Branch
08.2006 - 10.2012
Florida State College at Jacksonville
Flagler College
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