Melissa Encabo
Palmdale,United States
Summary
I have over 15 years of customer service, administrative and office skills. Specializing in professional customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction and detail. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
PMP Management
Valencia, CA
06.2024 - Current
- Assist customers with billing inquiries, work orders, HOA regulations and other inquiries.
- Managed high call volumes and emails with professionalism and efficiency.
- Researched and provided solutions to customer needs and property management inquiries.
- Utilize Vantaca to accurately track customer interactions and update account information.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Collaborated with management teams and other customer care agents to resolve complex customer issues in a timely manner.
Co-Host/Guest Service Agent
Lake Geneva Rentals
01.2023 - Current
- Manage property rentals through online booking platforms such as Airbnb & Hostaway
- Provide booking details such as check in/out instructions, provide guest manuals
- Assist and address all customer questions and/or requests throughout their stay
- Escalate any repair or maintenance issue to appropriate personnel
- Prepare quarterly host earnings and calculate monthly host payouts for each property
Mortgage Loan Originator
The Mortgage Guys
05.2023 - 03.2024
- Reviewed borrower credit and financial information to determine eligibility and suitable loan products
- Prepared loan applications for submission to underwriting and loan processing departments
- Developed relationships with external partners such as real estate agents, title companies, and insurance agents
- Utilized mortgage software and technology to efficiently manage loan origination workflow
- Assisted borrowers in understanding the loan process and their available options
- Developed and maintained strong relationships with real estate agents, builders, and other referral sources
- Thorough understanding of the mortgage loan process, underwriting, and closing requirements
- Experienced in Loan Origination Software (LOS) system Encompass
Mortgage Loan Originator
Dignified Home Loans, LLC
United States
09.2022 - 05.2023
- Reviewed borrower credit and financial information to determine eligibility and suitable loan products
- Prepared loan applications for submission to underwriting and loan processing departments
- Developed relationships with external partners such as real estate agents, title companies, and insurance agents
- Utilized mortgage software and technology to efficiently manage loan origination workflow
- Assisted borrowers in understanding the loan process and their available options
- Developed and maintained strong relationships with real estate agents, builders, and other referral sources
- Thorough understanding of the mortgage loan process, underwriting, and closing requirements
- Experienced in Loan Origination Software (LOS) system Encompass
Receptionist
Marro Real Estate
United States
11.2021 - 08.2022
- Answered and directed phone calls to appropriate personnel
- Assisted with administrative tasks such as scheduling appointments and managing calendars
- Handled incoming and outgoing mail and packages
- Managed and maintained office supplies and inventory
- Maintained and managed the reception area, ensuring it was clean and organized at all times
Customer Experience Agent
Integra Beauty
11.2020 - 09.2021
- Managed over 150+ customer inquiries daily by chat & email
- Maintained daily department service goals
- Troubleshoot and identify customer order issues such as locating lost packages, marketing promotion discrepancies & payment assistance
Social Media Lead & Events Coordinator
BH Cosmetics
09.2014 - 03.2020
- Managed social media accounts, including responding to comments and messages, and analyzing data
- Collaborated with cross-functional teams to plan and execute successful events and promotions
- Coordinated logistics for events, including venue selection, vendor management, and budget tracking
Emergency Roadside Service Agent
Automobile Club of Southern California
Burbank, United States
06.2013 - 04.2014
- Responded to emergency calls from stranded motorists and provided roadside assistance in a timely and efficient manner
- Communicated effectively with customers to determine their location and the nature of their emergency
- Demonstrated excellent customer service skills by remaining calm, professional, and empathetic during stressful situations
- Maintained accurate records of all service calls, including time, location, and services provided
Education
DRE Salesperson License - Real Estate
Aceable
09.2023
NMLS License - Mortgage Loan Origination
Ainity Mortgage Training
Bellflower, CA02.2022
General Education -
Antelope Valley College
Lancaster, CA06.2002
Skills
- Negotiation
- Event Management
- Budget Management
- Roadside Assistance
- Customer Communication
- Customer Service
- Record Keeping
- Mortgage Lending
- Project Management
- Problem-Solving
- Leadership
- Time Management
- Communication
- MS Excel
- PowerPoint
- Word
- Microsoft Office
- Zendesk
- Shopify
- Returnly
- Encompass
- Sprout Social
- Hootsuite
- Business Process Improvement
- Vantaca
Timeline
Customer Care Representative
PMP Management
06.2024 - Current
Mortgage Loan Originator
The Mortgage Guys
05.2023 - 03.2024
Co-Host/Guest Service Agent
Lake Geneva Rentals
01.2023 - Current
Mortgage Loan Originator
Dignified Home Loans, LLC
09.2022 - 05.2023
Receptionist
Marro Real Estate
11.2021 - 08.2022
Customer Experience Agent
Integra Beauty
11.2020 - 09.2021
Social Media Lead & Events Coordinator
BH Cosmetics
09.2014 - 03.2020
Emergency Roadside Service Agent
Automobile Club of Southern California
06.2013 - 04.2014
NMLS License - Mortgage Loan Origination
Ainity Mortgage Training
General Education -
Antelope Valley College
DRE Salesperson License - Real Estate
Aceable