Minerva Tortosa
Woodstock,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Easily adaptable to changing climate and needs. Over 10 years experience in the mortgage / lending and servicing filed. Worked with all aspects/departments of the Banking/mortgage industry venturing into Commercial lines insurance and REO property claims management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Before and After School Care Assistan
Palm Beach County School District
02.2023 - 05.2023
- Supported emotional well-being of students by providing listening ear, guidance, and encouragement during challenging situations.
- Developed strong relationships with students, fostering trust and open communication within after school care setting.
- Enhanced student safety by consistently supervising before and after school activities and ensuring adherence to established rules.
- Provided first aid and emergency response as required, prioritizing student health and safety at all times.
- Fostered positive environment for students, effectively addressing any behavioral issues that arose during before and after school care.
- Promoted physical fitness among students through engaging outdoor games, sports activities.
- Facilitated group activities that promoted social skills development and positive peer interactions among students.
- Contributed to a clean and organized environment by maintaining facility cleanliness, setting up activity areas, and storing supplies properly.
- Assisted in organization of extracurricular activities, resulting in increased variety of options for students to participate in.
- Managed daily attendance records, ensuring accurate documentation of student participation with in after care program.
- Supported students'' academic growth by offering homework assistance and tutoring when needed.
- Coordinated snack preparation for students during program hours while adhering to strict dietary guidelines and allergy restrictions.
- Actively participated in staff meetings and professional development opportunities to stay current on best practices in child care provision.
- Assisted in planning of special events such as holiday celebrations or field trips, creating memorable experiences for students.
Commercial CSR
John Galt Insurance Agency
06.2014 - 05.2015
- Collaborated with team members to achieve department goals and provide comprehensive support for clients.
- Maintained accurate client records for improved communication and follow-up, contributing to long-term customer relationships.
- Contributed to the creation of marketing materials that resonated with target audiences, increasing brand awareness in competitive markets.
- Monitored industry trends closely to stay informed about changes impacting key accounts; communicated pertinent information proactively to clients.
- Maintained strict adherence to client confidentiality protocols, protecting sensitive data and fostering trust among stakeholders.
- Assisted in the preparation of comprehensive reports
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Participated in regular staff meetings where best practices were shared among peers, promoting continuous improvement across the team.
- Handled high-volume calls while maintaining professionalism and composure under pressure, consistently meeting performance metrics.
- Process Commercial Insurance renewals
- Provide new commercial quotes to Insurance sales reps.
- Update all changes
Senior Claims Processor
Bayview Loan Servicing
05.2012 - 06.2014
- Improved claim processing efficiency by streamlining workflows and implementing best practices.
- Reduced errors in claims processing through rigorous quality control measures.
- Settled disputed claims fairly by negotiating effectively with claimants and legal representatives.
- Supported continuous improvement initiatives within the organization by suggesting innovative solutions to challenges faced in the claims process.
- Collaboratively resolved escalated issues by working closely with customer service representatives and adjusters.
- Identified fraudulent activities by conducting thorough investigations into suspicious claims.
- Monitored regulatory compliance within the department, adhering to all relevant state and federal guidelines.
- Managed external vendor relationships, ensuring seamless coordination between parties involved in the claims process.
- Managed high-volume caseloads, ensuring timely and accurate completion of claims processing tasks.
- Maintained detailed documentation for each processed claim, allowing for easy retrieval during audits or reviews.
- Ensured accuracy of financial transactions related to claim payments, minimizing discrepancies in company records.
- Collaborated with cross-functional teams to improve overall claims management processes.
- Reviewed complex claims, utilizing expert knowledge to ensure proper coverage determinations were made.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
Operations Specialist, Loan Closer/Loan Processor
Helm Bank
01.2006 - 05.2012
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Collected, arranged, and input information into database system.
- Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Tracked and analyzed reports to determine needed improvements.
- Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problem solving.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Developed and updated tracking spreadsheets using excel.
- Improved operational efficiency by streamlining processes and implementing new systems.
- Update rate changes on Adjustable rate loans
- Maintained database systems to track and analyze operational data.
- Oversee insurance dept., approval of invoices, escrow account renewals, approve daily work.
- Review and satisfy summons.
- GL balancing
- Follow up and close post closing conditions on Commercial RE, auto, real estate and CD loans.
- Work with rep., offices in Panama, Mexico, Venezuela, Peru to coordinate closings.
- Prepare and review pertinent mortgage documents
- Ensure proper loan booking
- Review and update escrow analysis on rejected accounts
- Work on loan Mod., process to avoid possible loan foreclosures
- Work closely with lenders/ Loan officers to ensure timely closings.
- Ensure all closing documents meet state/federal guidelines
Education
Associate of Arts - Finance
Miami Dade College
Miami, FLHigh School Diploma -
Robert Morgan Educational Center And Technical College
Miami, FL10.2006
Skills
- Records Management
- Classroom Organization
- Time Management
- Problem-Solving
- Friendly and Respectful
- Documentation And Reporting
- Decision-Making
- Conflict Resolution
- Microsoft Office
- Staff Supervision
- Conventional, Jumbo, Adjustable rate and lines of credit loan experience
- Compliance Awareness
- Computer Skills
- Teamwork and Collaboration
- Data Entry
- Money handling abilities
- Administrative and Office Support
- MS Office
Accomplishments
- Used Microsoft Excel to develop tracking spreadsheets.
- Used various Mortgage Loan documentation tools to ensure proper processing of documents.
- Bankers edge, Anti-money laundering , OFAC, Suspicious activity reporting, Anti-terrorism, and various other certifications.
- Achieved proper flood identification by introducing Flood mapping for zoning tasks.
- Supervised team of two staff members.
- Documented and resolved Escrow issues which led to correct documentation.
Certification
- Bankers Edge, OFAC, BSA, Anti- money laundering, Suspicious Activity reporting, Principals of banking and various Palm Beach county school certifications.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Before and After School Care Assistan
Palm Beach County School District
02.2023 - 05.2023
Commercial CSR
John Galt Insurance Agency
06.2014 - 05.2015
Senior Claims Processor
Bayview Loan Servicing
05.2012 - 06.2014
Operations Specialist, Loan Closer/Loan Processor
Helm Bank
01.2006 - 05.2012
Associate of Arts - Finance
Miami Dade College
High School Diploma -
Robert Morgan Educational Center And Technical College