Miluska J. Acuy-Edwards
Dallas,TX
Summary
A passionate individual who is committed to helping others one person at a time. A team player, goal setter, detailed oriented who enjoys working in a fast pace environment. Excellent customer service and communication skills. Kind, respectful and professional always ready to serve. Passionate and committed to customers and the company representing. Desires to serve the community the best way possible and provide the best service at all times.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Economic Empowerment Specialist
New Friends New Life
Dallas, TX
06.2024 - Current
- Economic Empowerment Specialist dedicated to guide and empower women who have been victims of violence get back in the workforce.
- Provide one on one guidance on how to budget, save and improve credit history.
- Provide one on one guidance on how to build an impressive resume, and how to prepare for an interview that will land them the job they wanted.
- Provide guidance and resources to better their education as well as provide resources for financial assistance to be able to complete their educational and career goals.
Customer Care Representative
Toyota Motor Credit Corporation
Plano, TX
11.2022 - 05.2024
- Assist customers in a call center with questions and processes that had to do with their retail and/or lease vehicle accounts.
- Facilitated communication between customers and internal departments for issue resolution.
- Managed customer account updates and maintained accurate records in the database.
- Provided training to new staff on customer service protocols and systems usage.
- Collaborated with team members to enhance service delivery processes and workflows.
- Handled escalated customer complaints with professionalism and empathy.
- Conducted follow-up calls to ensure customer satisfaction with services provided.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Assisted customers in resolving account issues and payment discrepancies.
- Responded to customer inquiries regarding financing options and payment plans.
Loan Officer Assistant
Crosscountry Mortgage, LLC.
Dallas, TX
08.2021 - 03.2022
- Assisted loan officers with their pipeline, taking loan applications, gathering documentation, preparing file for the processor, helped with pricing, and assisted in following up with appraisal orders and title commitment requests the same as providing support to processor and underwriter to complete a full loan application.
- Assisted loan officer to generate new potential clients to increase pipeline and sales.
- Generated pipeline reports monthly and provided updates on the process of mortgage approval on every file.
Loan Processor
Nationstar Mortgage DBA Mr. Cooper
Dallas, TX
06.2020 - 04.2021
- Processed mortgage loans for refinances and closed loans in average of 20-30 per month.
- Reviewed every file in my pipeline to determine what else was needed to send to underwriting for final approval.
- Contacted customers to obtain all needed to fully process their mortgage loan. Followed up with requests for appraisals, title commitments and any other documentation need from third party vendors and customers.
Secretary to the Assistant Principals
RISD Forest Meadow JH
Dallas, TX
08.2014 - 06.2020
- Managed daily office operations and maintained organized filing systems.
- Supported the planning and execution of school events and activities.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Provided administrative support to the Office Manager and other staff members.
Mortgage Processing Assistant
NTFN Inc.
Plano, TX
03.2013 - 09.2014
- Assisted the company as a Receptionist/Secretary the same as a Mortgage Loan Processor Assistant.
- Routed correct phone calls to appropriate individuals, distributed mail, ordered supplies.
- Assisted Loan Processors with updates on documents requested from Appraisers, Title Companies, Surveyors, etc. Assisted Loan processor on any other tasks that they needed completed.
Junior Loan Officer
Loan Star Lenders
Dallas, TX
09.2011 - 03.2013
- Called from a list, potential customers to get them pre-approved for a mortgage loan and to take their mortgage loan application.
- Worked in a team under a Senior Loan Officer and called 50 potential customers per day and had an average rate of success of 25% which ended up becoming full loan applications.
- Took loan application over the phone, pre-approved them through our automated underwriting systems and gathered all documentation required initially to have loan processed for full approval.
Special Education Teacher Aide
RISD- Prestonwood Elementary
Dallas, TX
08.2009 - 08.2011
Processor
Prestonwood Mortgage
Dallas, TX
08.2002 - 08.2004
- Processed 20-35 loans a month for mortgage loan approval.
- Processed loan files from beginning to end until loan approval and funding to ensure all was done properly and with no delays.
- Processed files, verified information, obtained all needed documentation, requested third party services and documents like appraisals, surveys, etc for completion of loan approval and closing.
Loan Officer
National Home Lending/Residential Home Lending
Dallas, TX
07.1997 - 07.2002
- Develop strong business relationships with realtors and builders, specially Choice Homes Builders.
- Closed and average of 8-10 loans a month.
- Advised customers on Mortgage Loans and conducted pre-approval processes on the spot to educate and assist customers in buying their home.
Education
Some College (No Degree) - Business Administration
Dallas College
Dallas, TXBachelor of Arts - Architecture
Ricardo Palma University
Lima, Peru High School Diploma -
Miraflores American School
Lima, Peru Skills
- Complaint resolution
- Time management
- Active listening
- Team collaboration
- Detail-oriented execution
- Adaptability in customer service
- Problem solving
- Critical thinking
- Effective communication
- Data entry accuracy
- Computer proficiency
- Inbound and outbound calling
- Customer service
- Retail sales customer service
- In-store support
- Adaptability and flexibility
- Assertiveness
Languages
Fluent in Spanish and English. Fluent in writing, speaking and reading. Spanish, is the native language.
Certification
- Mortgage Loan Originator State of Texas-NON Active at this time
Timeline
Economic Empowerment Specialist
New Friends New Life
06.2024 - Current
Customer Care Representative
Toyota Motor Credit Corporation
11.2022 - 05.2024
Loan Officer Assistant
Crosscountry Mortgage, LLC.
08.2021 - 03.2022
Loan Processor
Nationstar Mortgage DBA Mr. Cooper
06.2020 - 04.2021
Secretary to the Assistant Principals
RISD Forest Meadow JH
08.2014 - 06.2020
Mortgage Processing Assistant
NTFN Inc.
03.2013 - 09.2014
Junior Loan Officer
Loan Star Lenders
09.2011 - 03.2013
Special Education Teacher Aide
RISD- Prestonwood Elementary
08.2009 - 08.2011
Processor
Prestonwood Mortgage
08.2002 - 08.2004
Loan Officer
National Home Lending/Residential Home Lending
07.1997 - 07.2002
Some College (No Degree) - Business Administration
Dallas College
Bachelor of Arts - Architecture
Ricardo Palma University
High School Diploma -
Miraflores American School