Nichole Guerrero
Phoenix,AZ
Summary
Dynamic Bilingual Client Engagement Specialist with a proven track record at Valon Mortgage, enhancing customer satisfaction through strategic planning and effective communication. Excelled in inventory management and issue resolution, boosting client loyalty. Demonstrates exceptional interpersonal skills and attention to detail, significantly improving operational efficiency.
Overview
9
9
years of professional experience
Work History
Bilingual Client Engagement Specialist
Valon Mortgage
Phoenix, AZ
06.2024 - Current
- Analyzed data and coordinated with internal teams to develop solutions for client needs.
- Provide clear and concise information about mortgage products, services, and processes.
- Adhere to company policies and procedures, including compliance and regulatory requirements.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Processed payments and monitored delinquencies according to established procedures.
- Retrieving and sending loan documents to homeowners.
- Research and resolve homeowner issues using our top-of-the-line internal mortgage servicing system.
- Document all homeowner communications.
- Promote Valon-specific products and services, with a strong focus on satisfaction.
- Identify and locate delinquent accounts using credit bureau information, loan documents, background checks, and other sources, and databases.
- Determine if we are able to collect past-due payments.
- Collect payments on, or set up repayment plans for, delinquent accounts—and update records once the loan is current.
Manager
Metro by T-Mobile
Fort Worth, TX
10.2019 - 05.2024
- Manage and train all members of the operations team.
- Dealing with daily tasks, both customer-facing and backend work.
- Overview of the hiring process, creating and distributing work schedules, as well as providing the new hire training.
- I handle escalated situations with customers and ensure that company policies are being followed.
- Manage monthly and quarterly reports to ensure they meet company guidelines.
- Work with cooperation when necessary to resolve issues.
- Handle email, inbound, and outbound calls.
- Managing the billing process, generating invoices, and processing payments.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Sales Representative
Payless
Fort Worth, TX
01.2016 - 06.2017
- Strived to meet daily, weekly, and monthly quota goals.
- Constantly dealt with customers, and aimed to meet their needs.
- Assist with inventory management, including stocking shelves and organizing merchandise
- Performed data entry for shipments, orders, and customer information.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Provided accurate information about products, prices and services.
- Maintained up-to-date knowledge of store policies.
- Built relationships with customers to encourage repeat business.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
- Suggested ideas for improving store operations and increasing profits.
- Collaborated with management teams to develop innovative strategies.
- Analyzed customer feedback data to recommend improvements in service quality.
- Engaged customers in friendly, professional dialogue to determine needs.
Education
Associate in Applied Science - General Business
Tarrant County College
12.2025
Skills
- Bilingual
- Interpersonal Communication
- Customer Service
- Strategic Planner
- Budgeting & Forecasting
- Inventory Management
- Attention to detail
- Multitasking
- Ability to work Autonomously
- Payment collection
- Communications management
- Reliability
- Excellent attention to detail
- Ability to de-escalate customer issues
Timeline
Bilingual Client Engagement Specialist
Valon Mortgage
06.2024 - Current
Manager
Metro by T-Mobile
10.2019 - 05.2024
Sales Representative
Payless
01.2016 - 06.2017
Associate in Applied Science - General Business
Tarrant County College
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