Sheena Francisco
Anchorage,AK
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Mortgage Servicing Admin
Global Credit Union Home Loans
06.2024 - 08.2024
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
- Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.
- Supported the development of new policies and procedures for loan servicing, incorporating input from key stakeholders and regulatory authorities.
- Collaborated with cross-functional teams to expedite the foreclosure process, minimizing losses while adhering to state-specific requirements.
- Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.
Financial Services Representative
Global Credit Union
12.2022 - 06.2024
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Maintained updated records of all financial transactions to support traceability.
Front Desk Night Auditor
Homewood Suites by Hilton Colorado Springs Airport
11.2022 - 12.2022
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
Front Desk Clerk
Westmark Hotels
04.2022 - 09.2022
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Restaurant Shift Manager
Panda Restaurant Group, Inc., Panda Express
08.2018 - 07.2021
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Excelled in every store position and regularly backed up front-line staff.
- Assigned tasks to employees and oversaw opening and closing of restaurant.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
- Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
Housekeeping Room Attendant
Hilton Hotel & Suites
01.2017 - 11.2018
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
Crew Member
Carl's Jr
08.2015 - 01.2017
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
Cook
HMS Host International
06.2015 - 01.2017
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
Crew Member
McDonald's Restaurant
05.2015 - 06.2015
- Worked front counter, drive-thru and other areas.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
Education
Financial Management - Accounting
04.2014
Skills
- Problem Resolution
- Microsoft Office
- Payment Processing
- Policy Adherence
- Foreclosure Prevention
- Mortgage Collections
- Customer Service
- Attention to Detail
- Leadership skills
- Multitasking Abilities
- Reliability
- Active Listening
- Client Relationship Building
Resume
09/22/24, DRAFT
Languages
Tagalog
Native or Bilingual
Timeline
Mortgage Servicing Admin - Global Credit Union Home Loans
06.2024 - 08.2024
Financial Services Representative - Global Credit Union
12.2022 - 06.2024
Front Desk Night Auditor - Homewood Suites by Hilton Colorado Springs Airport
11.2022 - 12.2022
Front Desk Clerk - Westmark Hotels
04.2022 - 09.2022
Restaurant Shift Manager - Panda Restaurant Group, Inc., Panda Express
08.2018 - 07.2021
Housekeeping Room Attendant - Hilton Hotel & Suites
01.2017 - 11.2018
Crew Member - Carl's Jr
08.2015 - 01.2017
Cook - HMS Host International
06.2015 - 01.2017
Crew Member - McDonald's Restaurant
05.2015 - 06.2015
San Sebastian College - Financial Management, Accounting
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