Laura Hernandez

Responsible for overseeing the day to day activities of the Post Closing Document Management and Mailroom department

• Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
• Achieved results by working with staff to meet established targets, and obtain FHA Certification without any delays.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Helped meet changing demands by recommending improvements to business systems or procedures. Successfully transitioned team from on site operations to working remotely due to the Pandemic.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
• Educated staff on organizational mission and goals to help employees achieve success.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Other positions held during my 13+ years with Computershare/LenderLive

Supervisor First Line of defense 10/2017-7/2020

Post-Closing Acquisitions Coordinator 03/2017-10/2017

Doc Management Team Lead - 05/2014 - 03/2017

Quality Control Team Lead - 10/2010 - 05/2014

Doc Imaging Associate - 11/2009 - 10/2010

• Pick up and deliver auto parts and tires to body shops and car dealers in a timely manner making sure to meet clients expectations and follow specific delivery instructions
• Collect payment and complete reports.

• Be reliable and self responsible to attend all scheduled appointments
• Treat customers with respect and courtesy
• Be professional and maintain customer's privacy
• Fill out patients forms
• Make telephone calls to arrange future appointments
• Call patients to remind them of their scheduled appointments
• I am proud to say that during the time I worked at this company I had no complaints from any patients
• On the contrary patients asked to be scheduled with me as their interpreter.

• First and above all to work in this position you have to be 100% customer oriented
• While working at LifeQuest I was responsible for making phone calls to schedule appointments with new and pre-existing customers
• Obtain information either by phone or personal appointments in order to fill out and complete loan applications using Calix Point
• Review and process obtained information to qualify customers in the different offered loan programs
• Keep both customer and financial institutions well informed in order to expedite the process.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Managed inventory levels to minimize waste while reducing food costs.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.