Susan Manosalva
West Jordan,United States
Summary
Bilingual Customer Service Representative, Highly responsive to delivery of services and focused on customer relationship building. Achieves compliance with company policies and regulations in carrying out job functions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player, excellent time management and problem-solving skills. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Office Manager
Gsm Pro Remodeling LLC
06.2020 - 08.2023
- Provided customers with quality assistance through phone calls, emails, and internet chats
- Answered phone calls and provided callers with pertinent information and assistance
- Developed strong working knowledge of products and offerings.
- Maintained computer and physical filing systems.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Store Manager
Mundo TV
01.2014 - 06.2020
- Managed over 50 customer calls per day and increased sales by 10%
- Cash control, and store opening and closing procedures.
- Built positive relationships with customers to increase repeat business.
- Customer Service, Trained new sales professionals and provided coaching as needed to maintain company sales success
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Designed weekly sales promotions to attract new and repeat customers and increase sales.
- Supervised guests at front counter, answering questions regarding products.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reported issues to higher management with great detail.
Internal Support Group
General Dynamics
12.2011 - 12.2013
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Oversaw support groups for over 100 calls per day
Loan Officer
Mortgage Pro USA
06.2007 - 12.2010
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Examined customer loan applications for loan approvals and denials.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Utilized risk management strategies to attain high loan approval rates.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed and maintained relationships with customers, lenders and other third parties.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Education
20 Hour Pre Licensing Cource -
Mortgage Educators And Compliance
Salt Lake City, UT02.2021
Associate of Business Administration -
Salt Lake Community College
Salt Lake City, UT09.2022
ESL - English As A Second Language (ESl)
Maricopa Community Colleges - Glendale Community College
Glendale, AZ09.2010
Skills
- Bilingual
- Business Development
- Payroll Operations
- Creative Solutions
- Fraud Prevention and Detection
- Cash Handling
- Database Management
- Sales Expertise
- Financial Advising
- QuickBooks Master
- Manage Complaints
- Calculate Payments
- Customer Service
- Teamwork Skills
- Complete Loan Applications
Certification
- [Area of certification], [Company Name] - [Timeframe]
Timeline
Office Manager
Gsm Pro Remodeling LLC
06.2020 - 08.2023
Store Manager
Mundo TV
01.2014 - 06.2020
Internal Support Group
General Dynamics
12.2011 - 12.2013
Loan Officer
Mortgage Pro USA
06.2007 - 12.2010
20 Hour Pre Licensing Cource -
Mortgage Educators And Compliance
Associate of Business Administration -
Salt Lake Community College
ESL - English As A Second Language (ESl)
Maricopa Community Colleges - Glendale Community College
- [Area of certification], [Company Name] - [Timeframe]
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