Sonia Lara
Las Vegas
Summary
Experienced professional with over 5 years of proven success in a fast-paced call center environment. Skilled in resolving escalated issues with tact and diplomacy, resulting in high customer satisfaction and retention. Proactive and eager to expand knowledge and take on new responsibilities, consistently exceeding performance expectations. Demonstrates exceptional troubleshooting, listening, and problem-solving abilities, showcasing sound judgment. Collaborative team player known for bringing a friendly and outgoing demeanor that adds vibrancy to the workplace.
Overview
17
17
years of professional experience
Work History
Direct Lending Loan Officer
Bank of America
01.2019 - Current
- Presented tailored finance options by evaluating customer needs, terms, and amounts.
- Follow up to create a sales task (tracking system) on every application, and complete it once the loan is funded.
- Assisted with identifying and addressing errors during document submission.
- Taking auto loan applications over the phone.
- Input data and managed documentation.
- Delivered exceptional customer service while consistently surpassing performance metrics.
Bilingual Special Operations
AWL, Inc.
10.2014 - 12.2018
- Conducted underwriting for document approvals, negotiated terms for payment deferments, and drafted accompanying documentation.
- Managed conflict resolution for complex customer situations with professionalism.
- Issued post-payment exceptions including fee waivers, payment adjustments and postings.
- Prepare operations reporting.
- Oversee real-time production metrics in partnership with workforce management.
- Troubleshoot to identify the root cause of daily issues.
- Pull call recordings as needed, and forward them to the appropriate support staff member.
- Cover staffing shortages for customer service and lending departments.
- Coordinate fun events and activities for the company’s periodic 'Spirit Week' to help build team cohesiveness.
Bilingual Customer Service Representative
Xerox – Nevada Health Link
01.2014 - 10.2014
- Assisted customers applying for health insurance through the exchange, answered questions regarding the Affordable Care Act, and troubleshot any problems the customers encountered.
- Managed records and inputted information.
- Created cases of qualifying life events for management follow-up.
- Advised callers on the most cost-effective course of action based on their needs.
- Coordinated games and activities as team performance incentives.
Photographer
Cashman Photo Enterprise
09.2008 - 01.2014
- I greeted attendees entering entertainment events and took photos, quickly packaging them to ensure availability for purchase at the end of the show.
- Input daily sales into the InfoGenesis POS system to ensure proper tracking.
- Performed inventory reconciliation to validate sales data accuracy.
- Executed order processing, payment handling, and guest reception with efficiency.
Bilingual Customer Service Representative
SITEL Center
03.2013 - 09.2013
- Supported Sony PlayStation customers in a high-volume call center
- Troubleshot issues and advised where to send units for repair if unresolved
- Processed credit card payments
Head Hostess
3 Tomatoes & a Mozzarella
10.2007 - 07.2008
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
- Maintained a clean, organized hostess stand, contributing to an inviting ambiance throughout the restaurant.
- Managed communication between front-of-house and back-of-house staff for smoother service during peak hours.
- Collaborated with management to develop strategies for improving overall guest experience and increasing repeat business.
- Ensured that all opening/closing duties were completed accurately and thoroughly each shift for optimal daily operations.
- Promoted business loyalty by fostering positive customer relationships.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
Education
Completed one year of coursework - General Studies
College of Southern Nevada
Las Vegas, NVSkills
- Client relationship building
- Team motivation
- Payment processing
- Event coordination
- Data entry
- Multitasking
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Info Genesis point-of-sale (POS) system
Languages
Spanish
Native or Bilingual
Timeline
Direct Lending Loan Officer
Bank of America
01.2019 - Current
Bilingual Special Operations
AWL, Inc.
10.2014 - 12.2018
Bilingual Customer Service Representative
Xerox – Nevada Health Link
01.2014 - 10.2014
Bilingual Customer Service Representative
SITEL Center
03.2013 - 09.2013
Photographer
Cashman Photo Enterprise
09.2008 - 01.2014
Head Hostess
3 Tomatoes & a Mozzarella
10.2007 - 07.2008
Completed one year of coursework - General Studies
College of Southern Nevada
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