ROBERTO FUENTES
Santa Ana,CA
Summary
Gifted customer service leader offering over 11 years of experience resolving account and service problems for customers. Capable of unpackaging and solving concerns while promoting and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
16
16
years of professional experience
Work History
Mortgage Underwriter
5 Star Lenders
Santa Ana, CA
08.2021 - Current
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
- Verified integrity of applicants' information to minimize fraud.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Jr Underwriter
Westgen Lending
Irvine, CA
11.2020 - 08.2021
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
- Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
- Determined and documented loan conditions and communicated requirements and decisions.
- Followed through with borrowers, loan processors, loan originators and managed all phases of underwriting process.
Customer Success Manager
Omniprint International
Costa Mesa, CA
10.2019 - 10.2020
- Completed documentation and logs each day and generated weekly reports detailing activities to submit to Sales Manager
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Provided technical troubleshooting and problem solving for clients with installed equipment/system issues
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Provided technical troubleshooting and problem solving for clients with installed equipment/system issues.
- Attended trade shows and seminars to promote products and learn about industry developments.
Customer Service Manager
Wells Fargo & Company
Newport Coast, CA
11.2006 - 10.2019
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Conferred with customers about concerns and desires, quickly understanding issues and applying personal expertise and company practices to resolve problems and drive sales.
- Trained staff on operating procedures and company services.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Scheduled staff effectively to meet customer service needs.
- Exceeded team goals and collaborated with staff member
to implement customer service initiatives. - Maintained up-to-date knowledge of product and service changes.
- Trained team on all aspects of operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
H -
Saddleback High School
Santa Ana, CA06.1998
A.A - Liberal Arts And General Studies
Santa Ana College
Santa Ana, CA06.2001
Skills
- Complaint resolution
- Cash handling
- Personnel training and development
- Effective problem solver
- Sales proficiency
- Excellent time management skills
- Staff management
- Application Analysis
- FNMA Guidelines
- Residual Incomes
Timeline
Mortgage Underwriter
5 Star Lenders
08.2021 - Current
Jr Underwriter
Westgen Lending
11.2020 - 08.2021
Customer Success Manager
Omniprint International
10.2019 - 10.2020
Customer Service Manager
Wells Fargo & Company
11.2006 - 10.2019
H -
Saddleback High School
A.A - Liberal Arts And General Studies
Santa Ana College