Rosaura Salcido-Romero
Orange,CA
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Top-notch communicator with strong organizational skills. Adept at analyzing associate performance to drive optimal user experience with personalized learning methods.
Overview
18
18
years of professional experience
Work History
Sr Learning/Enablement Specialist
Doma
2021.11 - 2022.12
- Create instructional guides and interactive activities for new product launches utilizing adult learning theories and curriculum design methods
- Utilize multiple platforms such as Lessonly, Zoom, Canva, Iorad, PowerPoint, Articulate Storyline to support both new and existing associates
- Identify, build, and deliver ad hoc solutions to address skill gaps and continuous improvements
- Assist with testing and implementation of new products
- Partnered with Project Managers, Engineers, Product Designers, and QA teams to determine most effective content delivery method based on subject matter and audience to ensure high quality and engaging product experiences
- Created and spearheaded monthly newsletter/reporting for stakeholders based on new product development for title production software
- Owned and spearheaded all of training and curriculum development for new title production software.
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
Training Manager
New American Funding/Zigzy
2017.01 - 2020.01
- Responsible for both internal and external communications, the creation and distribution of training materials and creative coordination
- Drove innovation and break through improvements in the teams processes and practices
- Traveled nationwide to different Real Estate and Lender offices to sell, promote and train our products
- Organized and spearheaded multiple trade shows to generate exposure and revenue for our products
- Collaborated with other department managers and stakeholders to address internal and external business needs.
- Coordinated ongoing technical training and personal development classes for staff members.
- Implemented new learning strategies depending upon employees' skill levels.
- Trained staff during demonstrations, meetings, conferences and workshops.
Closing Specialist
Auction.com
2012.01 - 2017.01
- Coordinate loan closing with clients, title and closing offices, lenders, buyers and seller agents to mitigate issues and ensure each transaction closes before escrow date
- Produced closing instructions and coordinated with title company to monitor closing and funding.
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Coordinated with sellers, buyers, escrow agents and real estate agents to complete loan submissions and scheduled closing dates.
- Touched and followed up on assigned files every 72-96 hours
- Manage workload to meet deadlines and maintain department standards on turnaround time.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Closed approximately 200 properties per month by serving as liaison between closing companies and borrowers.
Bank Teller/Customer Service Representative
Citibank
2009.01 - 2011.01
- Maximize client solutions by educating clients on new products and services that are relevant to their needs based on their financial goals; achieved all referral and performance goals
- Participate in daily sales activities and branch sales promotions to peek customer interest
- Held title of "Top 10 Financial Associate" amongst all Citibank employees throughout entire northern Orange County throughout tenure.
- Established rapport with new clients to increase satisfaction and loyalty.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled various accounting transactions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Assistant Manager
Check 'N Go
2008.01 - 2009.01
- Adhere to operational controls; including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets
- Trained and prepared to become an Assistant Manager, and acted in that capacity unofficially, as business needs required it
- Assisted in managing and executing marketing campaigns, as well as cross-selling company products to obtain new customers and expand the growth of that site
- Travel locally for marketing, collections, staffing, and banking responsibilities
- Process, on average, 50 calls per day to customers with outstanding debt in an effort to collect payment
- Survey customers regarding their service experience in an effort to identify process improvements or training gaps that would help to improve their experience.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Proofreader / Customer Service Writer
AMC Mortgage Services/Ameriquest
2005.01 - 2006.01
- Worked on special assignments, such as, proofreading Spanish letters to our Spanish-speaking customers while also assisting numerous internal departments with translating English documents to Spanish
- Created Spanish templates for the website and the company portal for other departments to utilize
- Responsible for assisting customers with all mortgage concerns, requests, questions and/or complaints and resolving their needs within a reasonable amount of time
- Met deadlines and wrote approximately 5-10 letters a day with a resolution or suggestion on how we can improve and/or fix their concerns.
Education
Orange High School
Orange, CAAssociate of Arts -
Santiago Canyon College
Orange, CABachelor of Arts -
California State University - Long Beach
Long Beach, CASkills
- Analytical and Critical Thinking
- Multitasking Abilities
- Attention to Detail
- Written Communication
- Workflow Process Improvement
- Preparing Course Materials
- Develop Training Programs
- Sales Training
- Remote Employee Training
- Standard Operating Procedures Proficient
- Public Speaking
- Project Management
- Exceptional Communicator
- Business Development
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
Sr Learning/Enablement Specialist
Doma
2021.11 - 2022.12
Training Manager
New American Funding/Zigzy
2017.01 - 2020.01
Closing Specialist
Auction.com
2012.01 - 2017.01
Bank Teller/Customer Service Representative
Citibank
2009.01 - 2011.01
Assistant Manager
Check 'N Go
2008.01 - 2009.01
Proofreader / Customer Service Writer
AMC Mortgage Services/Ameriquest
2005.01 - 2006.01
Orange High School
Associate of Arts -
Santiago Canyon College
Bachelor of Arts -
California State University - Long Beach
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