Monica Ojeda
San Antonio,Tx
Summary
Dynamic and results-driven professional with extensive experience in technical support and customer service at Okin Process. Proven expertise in network troubleshooting and ticket management, enhancing call resolution efficiency. Recognized for exceptional communication skills and a commitment to delivering outstanding client experiences, fostering loyalty and satisfaction.
Professional with strong background in technical support, prepared for all challenges of this role. Skilled in troubleshooting, customer service, and technical issue resolution. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, effective communication, and excellent problem-solving skills.
Overview
11
11
years of professional experience
Work History
Tier 1 Technical Support Representative
Okin Process
08.2021 - 08.2022
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
Mortgage Loan Processor Assistant
Security Service Federal Credit Union
08.2020 - 07.2021
- Managed pipelines consistently, prioritizing tasks efficiently to meet tight deadlines without compromising quality or customer service levels.
- Improved turnaround times by promptly requesting necessary documents from clients and keeping them informed of progress throughout the process.
- Checked credit reports for accuracy and identified any discrepancies or issues that could affect the loan application process.
- Streamlined mortgage loan processing by effectively managing documents and maintaining accurate records.
- Assisted in the preparation of loan files for submission to underwriting, improving overall efficiency.
Receptionist Administrator
Alamo Colleges
09.2018 - 04.2020
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
Mortgage Data Entry Processor
Wells Fargo
10.2016 - 02.2017
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Obtained scanned records and uploaded into database.
- Sorted documents and maintained organized filing process.
- Scanned documents and saved in database to keep records of essential organizational information.
- Maintained files, records, and chronologies of entry activities.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Located and corrected data entry errors and reported to management.
Customer Service Representative
Alorica
01.2012 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Real Estate
Champions School
San Antonio, TX09-2025
High School Diploma
Victory High School
San Antonio, TX09-2005
Skills
- Data entry
- Microsoft Word
- Microsoft Excel
- Attention to detail
- Data accuracy
- Accuracy and attention to detail
- Strong communication skills
- Professionalism and ethics
- Collaboration and teamwork
- Document review
- Residential mortgage lending regulations
- Generating reports
- Information verification
Languages
English
Full Professional
Timeline
Tier 1 Technical Support Representative
Okin Process
08.2021 - 08.2022
Mortgage Loan Processor Assistant
Security Service Federal Credit Union
08.2020 - 07.2021
Receptionist Administrator
Alamo Colleges
09.2018 - 04.2020
Mortgage Data Entry Processor
Wells Fargo
10.2016 - 02.2017
Customer Service Representative
Alorica
01.2012 - 03.2016
Real Estate
Champions School
High School Diploma
Victory High School
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