Summary
Overview
Work History
Education
Skills
Timeline
Generic

Loretta -Lori Jimenez

Ontario,CA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Castle Mortgage
11.2021 - 08.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated issues.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service documents promptly to increase customer satisfaction.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

Guaranteed Rate/ Owning
09.2020 - 08.2021
  • Conducted comprehensive financial audits to ensure compliance with regulatory standards and internal policies
  • Analyzed mortgage loan applications, credit reports and financial documents to assess risk
  • Performed detailed reviews of mortgage files, identifying discrepancies and inaccuracies
  • Responded to management expectations and solicited feedback to improve performance.
  • Finalized records in electronic records management system for proper classification and categorization.
  • Converted documents from one application to another.

Customer Service Rep Loan Document Analyst

Homebridge
09.2019 - 09.2020
  • Assisted customers with various banking inquiries, account management, and financial transactions
  • Demonstrated strong knowledge of banking products and services, providing tailored solutions to meet customer needs
  • Maintained a high level of customer satisfaction by resolving issues and inquires promptly and effectively
  • Customer service Rep Loan document closing specialist
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Delivered prompt service to prioritize customer needs.

Customer Service & Operations Analyst

Wells Fargo Bank
09.2014 - 09.2019
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Communicated with sales teams regarding status on accounts.

Education

No Degree - Accounting

Fulleton College
Fullerton CA
09.2025

Skills

  • Customer Service
  • Multitasking Abilities
  • Supervision and Leadership
  • Microsoft Office
  • Analytical Thinking
  • Remote Office Availability
  • Time Management
  • Friendly, Positive Attitude
  • Attention to Detail
  • Team Building
  • Encompass
  • LP/DU
  • Data Entry
  • Account Updating
  • Complaint Resolution
  • Documentation
  • Order Processing
  • Call Center Operations
  • Customer Relations
  • Microsoft Excel

Timeline

Customer Service Representative

Castle Mortgage
11.2021 - 08.2022

Customer Service Representative

Guaranteed Rate/ Owning
09.2020 - 08.2021

Customer Service Rep Loan Document Analyst

Homebridge
09.2019 - 09.2020

Customer Service & Operations Analyst

Wells Fargo Bank
09.2014 - 09.2019

No Degree - Accounting

Fulleton College

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Loretta -Lori Jimenez