Multilingual individual willing to go the extra mile to ensure quality service to each and every customer. A dependable F&I trained Specialist committed to explaining complex information in easy to understand terminology. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Attentive Finance Manager Specialist with background in assessing credit history data and finding appropriate solutions perfect for customer needs. Ready for new position where loan evaluation background can be best utilized.
Hi, I’m
Lia NORTES
Fullerton,California
Summary
Overview
19
years of professional experience
Work History
1rst Nation Wide MortgagesIrvine, CA
Mortgage Loan Officer
11.2022 - Current
Job overview
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Delivered high levels of customer service to facilitate smooth processes.
- Met with applicants to obtain information for loan applications and answer questions about process.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Reviewed loan agreements to confirm completeness and accuracy.
- Recommended loan approvals and denials based on customer loan application reviews.
- Tracked and managed new leads and followed up on referral business.
- Performed daily maintenance of loan applicant database.
- Submitted loan applications to underwriter for verification and recommendations.
- Approved loan within specified limits or referred to appropriate approval level.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Improved loan applications and documentation by informing applicant of additional requirements.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Built referral business by meeting with local financial planning, home builders and real estate professionals.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
Nick Alexander BMWLos Angeles, CA
Sales Representative
01.2020 - 11.2022
Job overview
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Improved overall customer purchasing experiences to promote steady revenue.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Demonstrated product features to align with customer needs.
- Developed targeted lists and new business opportunities, accelerating sales process to achieve results.
- Presented products and services to prospective and existing customers to meet client needs.
- Developed key customer relationships to increase sales.
- Used CRM database to track referral and appointment data.
- Created successful strategies to develop and expand customer sales.
- Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.
- Stayed up to date on company products and services to support sales objectives.
- Conferred with customers to understand needs, recommend products and solve after-sale issues.
- Educated customers on product features and technical details to highlight benefits.
- Answered requests and concerns with friendly and knowledgeable service.
- Assessed customer needs to provide assistance and information on product features.
- Answered incoming telephone calls to provide store, products and services information.
- Managed documentation to facilitate transactions and drive smooth sales closing.
BN Talent ManagementNewport Beach, CA
CEO
12.2018 - 01.2020
Job overview
- Led organization by establishing business direction and actualizing operational plans to meet goals.
- Increased productivity by creating new policies, objectives and procedures to streamline operations.
- Built strategic business partnerships by cultivating relationships with employees and experts.
- Conducted thorough interview processes to appoint new department heads.
- Reviewed employee reports before submission to recommend changes or give approval.
- Negotiated and approved contracts between company and distributors, suppliers and other external entities.
- Drove company vision with collaborative employee engagement techniques and strategic leadership.
- Checked financial reports to confirm financial soundness and good operating margin.
- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
- Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
- Partnered with risk management and technical teams to test merger and liquidation processes, promoting streamlined workflows for clients and company.
Penske GMC of CerritosCerritos, CA
Floor Manager
06.2017 - 10.2018
Job overview
- Oversaw the Internet Department schedule and kept staff levels appropriate to coverage needs.
- Assessed team member performance and developed improvement plans.
- Taught and mentored staff in proper methods for accomplishing more, appointments and turning appointments to sales.
- Worked as a team member to provide the highest level of service to customers.
- Trained, motivated and oversaw team of 6 sales personals delivering outstanding service to every customer.
- Performed quality assurance procedures to deliver products and services that met standard grade.
- Followed up with existing customers to generate new prospective buyers through referrals.
- Improved customer service ratings by developing strong knowledge of company's products and services.
- Prepared budgets and approved budget expenditures.
- Oversaw local sales staff. Trained, motivated and oversaw team of 6 sales representatives delivering outstanding service to every customer.
- Improved customer service ratings by developing strong knowledge of company's products and services.
- Trained, motivated and oversaw team of 6 sales representatives
MercedesBenzBroker.comAnaheim Hills, CA
Founder & CEO
12.2010 - 12.2016
Job overview
- Developed customized sales techniques to sell luxury vehicles to both new and existing customers.
- Prospected for new business through networking, one-on-one meetings and professional phone-calling.
- Managed the complete sales cycle, from application and preparation of F&I paperwork, through closing and final delivery.
- Maintained a 25-30% close rate on leads generated through the Internet.
Fletcher Jones Mercedes BenzNewport Beach, CA
SALES CONSULTANT
12.2006 - 01.2008
Job overview
- Landed new customer accounts through consistent combination of perseverance, dedicated phone calling and exceptional service.
- Listened to customers to understand needs and refer to optimal services.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Priced out products for customers and drew up sales paperwork.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Contacted new and existing customers to outline benefits of products.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Leveraged CRM system to manage sales activities and track sales performance.
Mercedes Benz of EncinoEncino, CA
FLOOR MANAGER
01.2005 - 12.2006
Job overview
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Provided in-depth information on product features so customers could make educated buying decisions.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Monitored team sales targets and addressed deficiencies.
- Built talented and successful team that increased department sales.
Education
Faculdade Anhambi MorumbiSao Paulo
Some College (No Degree) from Business Planning
University Overview
UCLA ExtentionLos Angeles
Some College (No Degree) from Business
University Overview
Real Estate FinanceAfinity Real Estate
Course from Real Estate Law
University Overview
Skills
- Administration, Business Development, Business Plan, closing, credit analyzes, excellent customer service, Illustrator, Explorer, Internet marketing, Market Research, Outlook, Word, Profit, retail, Sales, phone skills, Spanish , Portuguese, English, Japanese, Italian
- Core Qualifications
¥ Substantial auto sales procedures and marketing strategies
¥ Strong knowledge of domestic and foreign vehicle specifications
¥ Vast understanding of auto financing procedures and guidelines
¥ Proficient in the use of database software
¥ Extensive staff training abilities
¥ Comprehensive organizational and communications skills
¥ Problem solving skill, Closing skills - Training Management
- Business Leadership
- Customer Service Management
- Administrative Management
- Team Leadership
- Recruitment and Hiring
- Decision Making
- Sales Tracking
- Sales Coaching
- Direct Sales
- Marketing Strategies
- Customer Relations
- Proactive and Focused
References
References
REFERENCES:
Nick Alexander BMW GSM- Ruben Espinoza-
Please contact me for More references
Timeline
Mortgage Loan Officer
1rst Nation Wide Mortgages
11.2022 - Current
Sales Representative
Nick Alexander BMW
01.2020 - 11.2022
CEO
BN Talent Management
12.2018 - 01.2020
Floor Manager
Penske GMC of Cerritos
06.2017 - 10.2018
Founder & CEO
MercedesBenzBroker.com
12.2010 - 12.2016
SALES CONSULTANT
Fletcher Jones Mercedes Benz
12.2006 - 01.2008
FLOOR MANAGER
Mercedes Benz of Encino
01.2005 - 12.2006
Faculdade Anhambi Morumbi
Some College (No Degree) from Business Planning
UCLA Extention
Some College (No Degree) from Business
Real Estate Finance
Course from Real Estate Law
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