Stacy Ordonez
Owensboro,KY
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction, retention and team productivity.
Overview
22
22
years of professional experience
Work History
CSR Team Trainer and Data Entry Specialistt
Unifirst
Owensboro, USA
08.2021 - Current
- Worked with Rental Locations and any Direct Sales through our catalog.
- Use CRM to track, and Analytics Dashboard to monitor patterns.
- Proficient in Sapphire creation software.
- Maintained up-to-date knowledge of company products and services.
- Collaborated to resolve complex issues related to customers' accounts.
- Daily tasks include aiding in the creation of personalization emblems and patches, as well as providing problem resolution daily at both the customer level and with production.
- Answering heavy phones, and correspondence via email.
- Maintaining and creating orders from start to finish.
- Working with hundreds of national locations to ensure uniforms for their contracted customers, while providing order maintenance for them as well.
- Analyzed customer feedback data to identify areas of improvement.
- Documented all conversations with customers in CRM software according to company standards.
- Analyzed call trends and developed strategies to identify areas of improvement for customer service processes.
Telecommunications, Recruiter and Personal Assistant
Re/Max Prime Properties
Winter Garden, USA
06.2018 - 12.2020
- Data entry with FirePoint CRM.
- Corresponding via text, email, and phone.
- Preparing potential home buyers and investors for upcoming property purchases.
- Nurture potential buyers until they were ready to come under contract.
- Agent Recruiter for Remax Prime Properties
- Occasional opening and closing of the office, producing a steady pipeline of leads and assisting with daily office tasks.
- When relocating to Ky in Oct. 2018 I was offered the opportunity to take my position with me and work from home.
Compliance Auditor
Countrywide Financial
Westlake Village, USA
07.2005 - 11.2008
- Reviewed loan files in the completed state, including all legal and financial documents for accuracy, and compliance with the Federal Housing Authority.
- Senior Auditor maintaining a 98.7% accuracy level.
- Assessed adequacy of internal control systems to ensure security of assets and accuracy of records.
- Maintained up-to-date knowledge on relevant laws, regulations, guidelines, and standards.
- Assisted in the development of policies and procedures designed to comply with federal regulations.
- Investigated potential violations or discrepancies reported by employees or customers.
- Developed audit plans for evaluating compliance with regulatory requirements.
Loan Processor II
Wells Fargo Financial
Santa Barbara, USA
12.2002 - 06.2005
- Began at WFF as an entry-level processor, within four months, I was able to streamline their processing time from six weeks to three and a half.
- Recognition by the regional VP and promotion. I was asked to conduct a class where I taught the other LPs in the region (Los Angeles to Las Vegas) my new process.
- My duties included loan origination, pulling title, ordering appraisals, following due diligence, and maintaining a pipeline and cash flow goals.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Updated customers regularly on status of their loans throughout the processing period.
- Conducted quality control reviews on closed files ensuring compliance with state and federal regulations.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
Education
Associate - English and History
Oxnard College
Oxnard, CA05.2018
Skills
- Direct Sales
- Customer service
- Telecommunications
- Salesforce
- DocuSign
- Personal assistant experience
- Documentation review
- Customer support
- Recruiting
- Sales
- HIPAA
- Lending
- Microsoft, Windows and Google Suite
- Account management
- Loan processing
- Research
- Data entry
- CRM management
- Call analysis
- Order processing
- Team training
- Quality assurance
- Problem resolution
- Customer feedback analysis
- Time management
- Attention to detail
- Process improvement
- Conflict resolution
- Call center experience
Groups
Phi Theta Kappa International Honor Society, 04/01/18, Present, ΦΘΚ or sometimes PTK, is the international honor society of two-year colleges and academic programs, particularly state colleges and community colleges.
Personal Information
- Willing To Relocate: California
- Authorized To Work: US for any employer
Timeline
CSR Team Trainer and Data Entry Specialistt
Unifirst
08.2021 - Current
Telecommunications, Recruiter and Personal Assistant
Re/Max Prime Properties
06.2018 - 12.2020
Compliance Auditor
Countrywide Financial
07.2005 - 11.2008
Loan Processor II
Wells Fargo Financial
12.2002 - 06.2005
Associate - English and History
Oxnard College