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, CA08.2021
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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