Sandra Chavez
Customer Service
Manassas,VA
Summary
I am a bilingual, detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Customer Service practices and requirements. Seeking a fulltime position to leverage my knowledge and experience.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
2
2
Language
Work History
Loan Administration Manager
Fundation Group LLC
09.2017 - 07.2021
- Team lead for Citizens Bank white label bank partnership, Commercial lending
- Go to liaison for bank partnership
- Analyzed and approved files for quality control, red flags, and investigated action items
- Excellent leadership skills
- Developed and implemented Customer Engagement Process Flow
- Facilitated instruction for manual loan documents
- Go to person for daily re-work reports
- Ensure verification on all approved loans using Verify Customer Verification Program (CIP)
- Created Excel query for document automation
- Excellent “call to action” skills for timely document error resolution
- Responsible for archiving all customer complaints and taking the onus on solving the issues
- Lead monthly meetings with appropriate teams to ensure compliance for optimum customer satisfaction
- Ability to collaborate with cross-disciplinary members, and multicultural backgrounds
- Assisted customers with completing loan applications and other paperwork.
Member Account Specialist III
Apple Federal Credit Union
07.2014 - 09.2017
- Excellence in facilitating and implementing the application process
- Ability to create, close, and disburse loans
- Excellent customer resolution skills
- Recognized as stellar problem solver
- Ability to effectively cross sell products based on business needs
- Streamlined processes to benefit to the company’s bottom line
- Provided leadership and guidance to staff members as needed
- Ability to assist members via telephone, chat services, and in person to ensure adherence to quality standards
- Ability to collaborate with cross-disciplinary teams, and multicultural backgrounds
- Prospected for new customers in target areas or demographics to bring in new business.
NPS Leader
Apple Fedreal Credit Union
06.2012 - 07.2015
- Responsible for adding all ancillary insurance products to loans
- Exceeded monthly loan total goals
- Ability to effectively cross sell products based on business needs
- Provide leadership and guidance to team members in resolving complex issues, and escalated customer complaints
- Excellent time management skills
- Driven, focused, team player
Lead Loan Officer/Call Center Agent
Apple Federal Credit Union
09.2012 - 07.2015
- Apple federal credit union
- Assisted with Hotline calls from phone agents
- Adhoc supervisor
- Managed all loan questions from phone agents
- Processed all originated loans from the Call Center
- Produced highest dollar amount of processed loans for the Call Center
- Processed all GAP and Extended Warranty add-on’s / cancelations
- Resolved escalated customer issues with ease
- Lead Peer to Peer committee
- Originated, reviewed, processed, closed, and administered customer loan proposals.
Education
High School Diploma -
Fauquier High School
08.2005 - 07.2006
Skills
Microsoft Office Suite
Customer relationship development
Microsoft Office proficiency
Product and service sales
Additional Information
- Special Interests 3
Timeline
Loan Administration Manager
Fundation Group LLC
09.2017 - 07.2021
Member Account Specialist III
Apple Federal Credit Union
07.2014 - 09.2017
Lead Loan Officer/Call Center Agent
Apple Federal Credit Union
09.2012 - 07.2015
NPS Leader
Apple Fedreal Credit Union
06.2012 - 07.2015
High School Diploma -
Fauquier High School
08.2005 - 07.2006