Nilda Vazquez
Palm Bay,FL
Summary
Results-driven Call Center Professional with extensive experience in customer service and communication. Proficient in issue resolution and enhancing customer satisfaction through active listening and problem-solving skills. Strong collaborator with a focus on adaptability and target achievement in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Mortgage Call Center Representative \ Bi-Lingual
Freedom Mortgage Corporation
01.2021 - 12.2025
- Enhanced customer satisfaction by resolving inquiries and complaints efficiently.
- Maintained accurate records of customer interactions for future reference.
- Managed high call volumes while delivering exceptional customer support consistently.
- Resolved complex issues on escalated calls, ensuring client satisfaction at all times.
- Streamlined navigation across multiple software systems, reducing customer hold times.
- Reduced average call handling time, ensuring prompt service for all customers.
Loan Servicing Specialist
Space Coast Credit Union
10.2019 - 09.2020
- Enhanced customer satisfaction by resolving complex mortgage inquiries promptly.
- Managed high-volume calls, ensuring efficient communication and service delivery.
- Explained mortgage servicing processes, including title search and escrow clearly.
- Took ownership of customer experiences, meeting quality and performance metrics consistently.
- Analyzed account information to resolve inquiries and complaints effectively.
- Documented customer interactions meticulously, maintaining accurate account histories.
Technical Support Representative
ERC Solutions
03.2019 - 10.2019
- Provided technical support to Optimum customers
- Reviewed billing information with customers
- Established great rapport with frustrated customers, providing for a positive experience
Bi-lingual Customer Service Representative
ISGN Solutions
08.2018 - 03.2019
- Mortgage loan servicing
- Explained Escrow Accounts to Borrowers
- Processed payments over the phone
- Referred borrowers to Refinance department
Inbound Customer Service Representative
Percepta – Ford of Canada
09.2017 - 06.2018
- Address customer warranty coverage concerns
- Document customer concern
- Research all resources
- Provide a resolution
- Escalate to Tier II as needed
Sales Associate
Altitude Marketing
11.2015 - 10.2016
- Boosted sales by promoting latest Internet and TV programming features.
- Enhanced client satisfaction and retention through strong relationship development.
- Performed needs analyses to identify optimal insurance products for clients.
- Informed clients about insurance options to guide coverage decision-making.
- Expanded client base with proactive networking and strategic cold calling initiatives.
Education
Associate of Science - Liberal Arts
Lehman College
Bronx, New York06-1990
Skills
- Skilled in Microsoft Office 2010
- Problem-solving skills
- Customer service
- Data entry
- Customer support
- Complaint resolution
- Payment processing
- Database research
Languages
Spanish
Professional Working
Timeline
Mortgage Call Center Representative \ Bi-Lingual
Freedom Mortgage Corporation
01.2021 - 12.2025
Loan Servicing Specialist
Space Coast Credit Union
10.2019 - 09.2020
Technical Support Representative
ERC Solutions
03.2019 - 10.2019
Bi-lingual Customer Service Representative
ISGN Solutions
08.2018 - 03.2019
Inbound Customer Service Representative
Percepta – Ford of Canada
09.2017 - 06.2018
Sales Associate
Altitude Marketing
11.2015 - 10.2016
Associate of Science - Liberal Arts
Lehman College