Luana Faria
Atlanta,GA
Summary
Efficient and detail-oriented Client Servicing Specialist with 8 years of experience in customer-facing roles. Proficient in managing multiple responsibilities, including customer service, data entry, and financial account management. Proven ability to work in fast-paced environments, resolve escalated customer issues, and maintain high levels of customer satisfaction. Strong communication and analytical skills, with experience in sales, marketing, and operations. Proficient in a range of software systems, including CRM, Salesforce, and Microsoft Office. Bilingual in Portuguese. Seeking a remote client servicing role that leverages my skills in customer service, data entry, and financial account management.
Overview
11
11
years of professional experience
Work History
Flight Attendant
United Airlines
07.2024 - 02.2025
- Delivered exceptional service to passengers, ensuring comfort, safety, and satisfaction during flights
- Proficient in emergency procedures, including evacuation, first aid, and CPR, to ensure passenger safety in critical situations
- Effectively managed challenging situations with passengers, resolving complaints and ensuring a positive travel experience
- Managed multiple responsibilities simultaneously, including safety checks, cabin preparation, and customer service, while maintaining high levels of efficiency
- Strong verbal communication skills for clear announcements, coordinating with crew members, and assisting passengers in a professional and friendly manner
- Collaborated effectively with crew members and pilots to ensure smooth operations and safety throughout the flight
Client Account Representative
TSI - Transworld System, Inc
06.2023 - 07.2024
- Company Overview: Contract with Toyota Financial
- Auditing Toyota client accounts
- Working with very detailed information (data) to identify discrepancies and properly documenting findings
- Auditing backlog of accounts and managing financial account statements
- Managed a portfolio of 20 client accounts, ensuring high levels of customer satisfaction and retention
- Acted as the primary point of contact for clients, addressing inquiries, resolving issues, and providing timely updates on account status
- Collaborated with cross-functional teams including sales, marketing, and operations to deliver exceptional service to clients
- Resolved escalated customer complaints promptly and effectively, maintaining a high level of customer satisfaction
- Collaborated with finance department to ensure timely invoicing and payment collection from clients
- Negotiated contract terms with clients, ensuring mutually beneficial agreements were reached
- Implemented CRM software system across the organization to streamline communication channels between departments
- Contract with Toyota Financial
K-Servicing - Loan Servicing Specialist
Vaco
03.2022 - 06.2023
- Worked with the lender, K-servicing, assisting borrowers processing their Payment Protection Program loan funding and providing loan forgiveness support
- Reviewed financial documents, credit reports, and income statements to assess borrower eligibility for loans
- Collaborated with borrowers to gather necessary documentation and resolve any issues or discrepancies in a timely manner
- Maintained accurate records of all loan transactions, including application details, approvals, denials, and disbursements
- Communicated regularly with clients to provide updates on the status of their loan applications and address any concerns or questions they may have had
- Maintained confidentiality of sensitive borrower information in accordance with privacy laws and company policies
- Provided guidance and assistance to borrowers throughout the loan application process, ensuring a smooth and positive experience
Loan Documentation/ Data Entry Specialist
Vaco
12.2020 - 04.2021
- Worked with multiple third-party lenders performing documentation review on PPP loan applications, reviewing loan application documents for completeness and accuracy, interpreting policies and procedures in regulation with federal and SBA guidelines
- Processed and verified a high volume of documents on a daily basis, ensuring accuracy and adherence to company standards
- Performed quality control checks on completed documents to identify errors or inconsistencies, making necessary corrections before final submission
- Collaborated with cross-functional teams to gather required documentation for project deliverables within strict deadlines
- Responded promptly to internal inquiries regarding document status, providing updates as needed
- Identified opportunities for automation within the document processing workflow, leading to significant time savings and increased productivity
Interior E-Designer
Havenly
03.2020 - 03.2021
- Collaborated with clients to understand their design preferences, functional needs, and budget constraints
- Created innovative and visually appealing interior designs for residential and commercial spaces
- Developed detailed floor plans, elevations, and renderings using AutoCAD and other design software
- Selected appropriate color schemes, materials, furniture, lighting fixtures, and accessories to enhance the overall aesthetic of each space
- Sourced high-quality products from vendors while adhering to project budgets and timelines
- Managed multiple projects simultaneously while ensuring adherence to client specifications and deadlines
Operations Clerk
L & L Roofing Specialists
07.2018 - 03.2020
- Managed and maintained accurate records of inventory levels, ensuring efficient supply chain operations
- Collaborated with cross-functional teams to resolve any discrepancies or issues related to inventory management
- Generated reports on inventory status, order fulfillment rates, and other key performance indicators for management review
- Supported the operations team by providing administrative assistance such as filing documents and organizing files
- Coordinated with suppliers to track deliveries and resolve any delivery-related problems or delays
- Provided support during peak periods by assisting in order processing or warehouse duties as needed
Reservation Agent
Delta Airlines
09.2016 - 03.2018
- Assist 100+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention
- Maintain strong company product and service knowledge to better assist customers with concerns, questions and general education
- Record all customer names and contact information in an orderly fashion by utilizing a spreadsheet and other company software
- Answer calls by utilizing the company's call management system and other software
- Managed and oversaw all aspects of the reservation process, ensuring efficient and accurate bookings
- Resolved escalated customer issues or complaints regarding reservations promptly and effectively
- Implemented quality control measures to ensure accuracy of reservation data entry and minimize errors
- Managed escalated calls from dissatisfied customers, successfully de-escalating situations and finding satisfactory solutions
- Developed strong product knowledge across multiple lines of business to effectively address customer inquiries or concerns
- Assisted customers with troubleshooting technical issues, providing step-by-step instructions and escalating to the appropriate department when necessary
- Managed high volume of incoming calls in a fast-paced call center environment, consistently meeting or exceeding performance metrics
Key Holder/Sales Associate
Francesca's
02.2015 - 09.2016
- Managed store operations in the absence of the store manager, ensuring smooth and efficient daily operations
- Provided exceptional customer service by assisting customers with product selection, answering inquiries, and resolving issues
- Trained new sales associates on company policies, procedures, and product knowledge to ensure consistent customer experience
- Maintained accurate inventory records by conducting regular stock checks and reconciling discrepancies
- Assisted in visual merchandising efforts to create an appealing store environment that drove customer engagement
- Collaborated with team members to achieve monthly sales targets and meet individual performance goals
- Handled cash transactions accurately and efficiently while following proper cash handling procedures
- Resolved customer complaints or concerns promptly and effectively to ensure high levels of customer satisfaction
- Contributed ideas for improving store layout, displays, promotions, and overall customer experience
Front Desk Operations
Relax & Wax
11.2014 - 01.2015
- Scheduled appointments and maintained an organized calendar for multiple staff members
- Efficiently handled all incoming and outgoing mail, packages, and deliveries
- Maintained cleanliness and organization of the front desk area at all times
- Ordered office supplies ensuring availability while managing costs within budget constraints
- Trained new receptionists on office procedures, phone systems, and customer service best practices
- Greeted and welcomed guests, providing a positive first impression of the company
- Greeted and welcomed clients in a friendly and professional manner, ensuring a positive first impression
- Managed a high volume of incoming calls, effectively addressing inquiries and scheduling appointments
- Maintained an organized front desk area, ensuring cleanliness and tidiness at all times
- Provided accurate information about spa services, packages, and promotions to potential clients
- Efficiently checked-in clients for their appointments, verifying personal information and updating records as necessary
- Handled cash transactions accurately and securely, processing payments for services rendered
- Scheduled client appointments using the spa's booking system while optimizing therapist availability
Assistant Manager/Visual Merchandiser
My Story
01.2014 - 10.2014
- Stock, restock store, open/close store, handle/count cash profits, register, keep track of profits, train new employees
Education
College in Business -
Georgia Highlands College
Cartersville, GA08.2016
High School Diploma -
North Cobb High School
Kennesaw, GA08.2014
Skills
- Contracts
- Computer literacy
- Documentation review
- Banking
- Safety management
- Relationship management
- First aid
- Travel planning
- AutoCAD
- Conflict resolution
- Excel
- Team collaboration
- Data collection
- Document management
- Adobe Premiere
- Food and beverage service
- Sales
- Marketing
- Safety procedures
- FAA regulations
- Google Docs
- Live chat
- Google Suite
- Call center
- Salesforce
- Outbound sales
- Social media management
- Analysis skills
- Administrative & Business Operations
- Account management
- CRM
- Employee orientation
- Color theory
- Adobe Lightroom
- Video Production
- Git
- Social media marketing
- Adobe Illustrator
- CAD
- Video Editing
- Clerical experience
- Adobe Creative Suite
- Interior design
- Microsoft Office
- Adobe Photoshop
- Bookkeeping
- Loan Origination
- Upselling
- Communication skills
- Data entry
- Quickbooks
- Photography
- NetSuite
- Microsoft Excel
- Photo Editing
- Conflict management
- Graphic design
- Management
- Guest services
- CSS
- Loan processing
- Customer Support
- 3ds Max
- Roofing
- Sketchup
- Customer service
- Tax Experience
- Leadership
- Project management
- Loan officer experience
- Windows
- Zendesk
- IOS
- SEO
- Customer relationship management
- Culinary experience
- Revit
- Multi-line phone systems
- Computer networking
- QuickBooks
- Technical support
- HTML
- Negotiation
- WordPress
- Quality control
- Computer skills
- Merchandising
- Receptionist
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
Portuguese
Native or Bilingual
Timeline
Flight Attendant
United Airlines
07.2024 - 02.2025
Client Account Representative
TSI - Transworld System, Inc
06.2023 - 07.2024
K-Servicing - Loan Servicing Specialist
Vaco
03.2022 - 06.2023
Loan Documentation/ Data Entry Specialist
Vaco
12.2020 - 04.2021
Interior E-Designer
Havenly
03.2020 - 03.2021
Operations Clerk
L & L Roofing Specialists
07.2018 - 03.2020
Reservation Agent
Delta Airlines
09.2016 - 03.2018
Key Holder/Sales Associate
Francesca's
02.2015 - 09.2016
Front Desk Operations
Relax & Wax
11.2014 - 01.2015
Assistant Manager/Visual Merchandiser
My Story
01.2014 - 10.2014
College in Business -
Georgia Highlands College
High School Diploma -
North Cobb High School
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