Ramon L. Rivera-Casellas
2 Xavier Court Jersey City ,NJ
Summary
As a hard-working professional with exceptional experience leading teams, delivering results, and exceeding expectations who is committed to doing exceptional work, meeting deadlines, and learning along the way, I have excellent communication and listening skills. Proficient in standard procedures and regulations for different types of scenarios. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
FUNDING SPECIALIST
B2B FUNDING
01.2021 - Current
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files, and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
- Stayed up-to-date on loan regulation changes, processing loan applications in compliance with current laws.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications, and verifying the information gathered.
- Communicated acceptance or rejection to applicants via mail, email, telephone, or personal consultations.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Set up, stored, and updated customer files, department records, and regulatory paperwork.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
CUSTOMER SERVICE SUPERVISOR
TAX ACCOUNTING FORCE
08.2020 - 01.2022
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Resolved escalated customer service inquiries and complaints to maintain customer satisfaction.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Built positive rapport and relationships for high levels of customer satisfaction.
- I supervised over 10 large teams with guidance, support, and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Led customer service projects to address and achieve key business objectives.
- Implemented company policies and procedures for professional, cohesive customer care.
- Evaluated customer service data to identify and address improvement opportunities.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Intervened between employees during arguments and diffused tense situations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Provided backup to the front desk to step in to assist with various tasks whenever the employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
CUSTOMER SERVICE REPRESENTATIVE
SBA ( SMALL BUSINESS ADM.)
06.2020 - 07.2021
- Responding to variety of customer inquiries in the call center, ranging from routine to complex, and providing detailed information to the public regarding federally declared disasters and the SBA's disaster loan program
- Preparing written responses to email inquiries received through SBA's disaster customer service mailbox.
- Assisting lower-graded or new employees with responding to customer service inquiries received by telephone or email.
- Assisting borrowers with the completion of their loan closing documents and answering questions regarding the loan closing and disbursement process
- Accepting borrower payments using online payment processing tools
- Using a variety of computer systems to research customer inquiries, record call activity, and prepare appropriate forms and letters
- Covered all aspects of COVID-19 SBA Emergency EIDL Loans and Targeted Advance
- Program in the SBA during the COVID-19 pandemic crisis
- Met customer service objectives by providing superior customer service to Spanish-and English-speaking customers
- Developed a deep understanding of customer service principles and best practices
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers
- Evaluated all documentation submitted by applicants, provided secure orientation, and advised on the pending status, documentation, and process of their loan applications
- Responded proactively and positively to rapid change
- Displayed high energy and professionalism when dealing with clients and staff
- Promptly responded to inquiries and requests from prospective customers.
ASSESSMENT MANAGER
LIBERTY DEVELOPMENT CORP
03.2017 - 12.2019
- In charge of the supervision of more than 20 construction crews during the whole FEMA rehabilitation program
- In charge of the first inspections, photographs, assessments and orientation of each of the housing projects assigned to the company
- Preparing daily reports of the assessments of each project and every crew of employees performance in the field work
- In charge of construction materials and tools, some construction equipment and inventory reports
- In charge of various areas as a subcontractor of fiber optic development throughout some municipalities of the island after hurricane Maria
- Comply with the daily goal of at least putting 1000 feet of fiber optic cable underground and installing the manholes with the proper fittings.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills, and an analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Opened and closed locations and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules, and monitored performance.
EXTERNAL AUTO COLLECTION REPRESENTATIVE
ORIENTAL, BANK & TRUST
02.2014 - 12.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Manage auto-collection accounts on daily basis
- Work closely with customers to make payment arrangements
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in ecovery of debt and meet realistic timeframes.
- Review and monitor assigned accounts
- Provide timely follow-up on payment arrangements
- Provide daily reports of assigned collection portfolio to management team and engage in new updates on Accelerant system used by the institution
- Create and supply new ways of dealing with any uncooperative client to obtain updated information on asset's location.
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
- Processed payments and applied them to customer balances.
- Negotiated to collect balance in full.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Education
REAl ESTATE LICENSE - Real Estate
CRE COLLEGE
PUERTO RICO03.2021
BACHELOR - CRIMINAL JUSTICE
INTERAMERICAN UNIVERSITY OF PUERTO RICO
Puerto Rico 06.2001
High School Diploma -
Lincoln Military Academy
Puerto Rico Skills
- Administrative Management
- Excellent interpersonal
- Excellent analytical problem-solving
- Organized and multitasking
- Issue and Complaint Resolution
- Process Transactions
- Claims Evaluations
- High-Volume Environments
- Dispute Resolution
- Invoice Preparation and Processing
- Customer Service and Assistance
- Attention to Detail
- Flexible and Adaptable
- Excellent Communication
- Teamwork and Collaboration
- CRM Software Proficiency
Software Applications
MS Word, MS PowerPoint, MS Excel, MS Outlook, CAMS, Salesforce, Vanillasoft, Simplicity, Amazon Workplace, DC Dial, and MS Project, Team Viewer, Zoom, Google Platforms, and CRM Systems, Accelerant and Ring DNA.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
FUNDING SPECIALIST
B2B FUNDING
01.2021 - Current
CUSTOMER SERVICE SUPERVISOR
TAX ACCOUNTING FORCE
08.2020 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
SBA ( SMALL BUSINESS ADM.)
06.2020 - 07.2021
ASSESSMENT MANAGER
LIBERTY DEVELOPMENT CORP
03.2017 - 12.2019
EXTERNAL AUTO COLLECTION REPRESENTATIVE
ORIENTAL, BANK & TRUST
02.2014 - 12.2017
REAl ESTATE LICENSE - Real Estate
CRE COLLEGE
BACHELOR - CRIMINAL JUSTICE
INTERAMERICAN UNIVERSITY OF PUERTO RICO
High School Diploma -
Lincoln Military Academy
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