Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Melissa Santiago Hernandez

Fresno,CA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience

Work History

Portfolio Quality Analyst

Access Plus Capital
06.2023 - Current
  • Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results.
  • Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
  • Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
  • Manage a Portfolio size of 15 million
  • Federal and state reporting (SBA, CA Rebuild, Mepers , 1502)
  • Full releases of collateral (vehicles, UCC, Full reconveyance )


Loan Consultant

Lendmark Financial Services
03.2022 - 06.2023
  • Improved loan processing efficiency by streamlining workflows and implementing best practices.
  • Assisted clients in securing loans by providing personalized guidance and identifying suitable products.
  • Enhanced customer satisfaction rates with timely responses to inquiries and thorough explanations of loan processes.
  • Reduced loan application errors, implementing strict quality control measures for document verification.
  • Collaborated with team members to develop strategies for meeting sales targets consistently.
  • Increased client retention rates by offering exceptional service and fostering strong relationships.
  • Conducted comprehensive financial analyses to determine borrower eligibility for various loan programs.
  • Exceeded sales goals through proactive networking and lead generation initiatives.
  • Conduct business development while efficiently networking with local dealerships, insurance agents, and other business in the central valley
  • Keeping delinquency under 7%
  • Achieved sales goals consistently by tenaciously pursuing new connections and loan opportunities.

Teller

Wells Fargo
09.2020 - 03.2022


  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Provided training to new tellers on bank procedures, systems, and customer service best practices.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.

Education

Bachelor of Science - Business Administration - Finance Option

California State University - Fresno
Fresno, CA
08.2021

Skills

  • Correction action planning
  • Problem-solving abilities
  • Materials Inspection
  • Continuous Improvement
  • Audit processes
  • Quality Improvement
  • Data Analysis
  • Quality processes
  • Risk Assessment
  • Customer Focus
  • Goal Setting
  • Analytical Skills
  • Team Collaboration

Languages

Spanish
Native or Bilingual

Timeline

Portfolio Quality Analyst

Access Plus Capital
06.2023 - Current

Loan Consultant

Lendmark Financial Services
03.2022 - 06.2023

Teller

Wells Fargo
09.2020 - 03.2022

Bachelor of Science - Business Administration - Finance Option

California State University - Fresno

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Melissa Santiago Hernandez