Lourdes Avila
Bilingual Customer Serevice/Operations,Clerical
Dallas,tx
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
30
30
years of professional experience
Work History
Customer Service Representative/operations
Kemper Insurance
01.2009 - 02.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Residential Mortgage Loan Coordinator/Processor Operator
Hispanic Financial Group
01.2006 - 05.2007
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assessed loan portfolios for compliance with underwriting policies.
- Ensured strict adherence to federal lending guidelines while processing mortgage applications for a diverse clientele.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues and management staff.
Residential Loan Officer
Guaranty Bank
01.2006 - 05.2007
- Kept up-to-date with industry changes by attending conferences, workshops, seminars that focused on mortgage trends impacting the market.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Implemented proactive follow-up procedures with past clients to foster long-term relationships and encourage repeat business or referrals.
- Provided exceptional customer service by promptly addressing client concerns and resolving any issues that arose during the loan process.
Clerical Clerk II Outsourcing for Wells Fargo
First American Real Estate Tax Service
03.2003 - 01.2006
- Research delinquent property taxes.
- Research and correct parcel number and account number.
- Cont tax assessor and tax collector as well as homeowner.
- Verify legal description of property.
Research Account Specialist /Customer Service Representative
Nations Bank/Bank Of America
08.1996 - 02.2003
- Set up new customer accounts and updated existing profiles with latest information.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Assist with Spanish speaking customers.
- Research and maintenance loan accounts.
Teller/Sales Representative
Bank One
03.1994 - 07.1996
- Generated monthly reports on customer activity and customer feedback.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
Education
No Degree - Basic Clerical Course
EL CENTRO COLLEGE
Dallas, TX1996
Skills
- Excellent Attention to detail
- Fast Learner
- Highly Dependable
- Bilingual spanish, translate,read,write
- Type 40 wpm
- Microsoft word,excell
Timeline
Customer Service Representative/operations
Kemper Insurance
01.2009 - 02.2024
Residential Mortgage Loan Coordinator/Processor Operator
Hispanic Financial Group
01.2006 - 05.2007
Residential Loan Officer
Guaranty Bank
01.2006 - 05.2007
Clerical Clerk II Outsourcing for Wells Fargo
First American Real Estate Tax Service
03.2003 - 01.2006
Research Account Specialist /Customer Service Representative
Nations Bank/Bank Of America
08.1996 - 02.2003
Teller/Sales Representative
Bank One
03.1994 - 07.1996
No Degree - Basic Clerical Course
EL CENTRO COLLEGE