Sylvia Molina
Rancho Cordova,CA
Summary
Background is mainly customer relations and dealing with their inquiries, questions, concerns and complaints. Work good under pressure and can calm down an irate customer by tending to their needs and concerns. Polite and professional. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Loan Center Rep
Sierra Pacific Mortgage
Folsom, CA
12.2019 - 05.2022
- Professionally resolve borrower’s inquiries and concerns regarding servicing of their mortgage loan(s)
- Inquiries include billing statements, payments, loan documentation, escrow (tax, insurance, PMI and escrow analysis), payment history, loan rates, or impacts to PITI (principal, interest, tax, insurance)
- Effectively collaborate with internal and external partners to resolve customer inquiries and concerns
- Maintain strong proficiencies in problem-solving capabilities, solution identification and resolution execution
- With minimal oversight, proactively pursue and identify root cause of any inquiry or concern through pragmatic analysis and effectively partner with external peers to resolve issues efficiently.
- Document all borrowers contact thoroughly and accurately through utilization of mortgage loan servicing system and/or systems of record as applicable
- Monitor and ensure assigned tasks are completed, accurate and timely fashion in accordance with established standard levels of service
- Address servicing issues timely by conducting thorough loan-level research and by providing sound resolutions in appropriate forms of communication
- Assist with execution of process improvement plans and escalate risks and/or operational deficiencies to direct leadership
- Other duties and/or mortgage related tasks as assigned by management
Customer Service Representative
Maximus
10.2018 - 01.2019
- Answer incoming calls from consumers, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to confidentiality and privacy policies
- Track and document all inquiries using applicable systems
- Complete associated tasks according to established guidelines
- Track and document all inquiries using applicable systems
- Meet Quality Assurance (QA) and other key performance metrics
- Facilitate fulfillment of caller requests for materials via mail, email, or download
- Transfer/refer consumers to appropriate entities according to established guidelines
- Escalate calls or issues to appropriate designated staff for resolution as needed
- Facilitate translation services for non-English speaking callers according to procedures
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Customer Service Representative
Allied Trustee Services
05.2018 - 07.2018
- Handle incoming borrower, agent, and lender calls with some supervision
- Handle incoming and outbound calls at a professional level
- Work outbound call queue and outbound max queue by making outbound calls or web verification
- Accurately compose written information for loan histories of customers
- Accurately verify, key, and/or memo insurance information
- Process insurance information received from agents, lenders, and borrowers on internal tracking system
- Review insurance policies for compliance with lender requirements
- Distribute and exchange information with others
- Meet set goals and assigned workload expectations for productivity
- Mentor fellow co-workers as requested by supervisor
- Processing of payments for delinquent debt
Customer Service Rep
All Star Glass
08.2017 - 05.2018
- Managing a large amount of incoming calls
- Solving customer’s and technician’s problems
- Schedule technicians based on geographical location
- Filling out and filing paperwork
- Explaining and selling services to customers
- Other reasonable duties as assigned Providing quotes for auto glass
- Handling high call volume
- Scheduling and dispatching of work orders.
Customer Service Representative
ACT Technologies Call Center
03.2016 - 08.2017
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Providing excellent customer service to Bank of America card holder customers for a variety of sponsors Handling high volume calls in Spanish/English
- Routing customers for wire transfers, funds transfers and providing card maintenance
Administrative Assistant
Goodman Immigration
01.2016 - 04.2017
- Reception, filing, scanning, incoming and outgoing mail
- Scheduling, accounts receivable, accounts payable, manage attorney client pipeline, case management, bank deposits, legal research, form preparation, data entry, office management
Administrative Assistant/ Sr. Loan Processor I Office Manager
Realty Source
05.2007 - 06.2015
- Conducting all aspects of running a realty/mortgage office setting
- Prioritizing tasks according to deadlines
- Dealing with many client / lender issues efficiently
Education
AA Business Degree -
Empire Business College
Santa Rosa, CA06.1991
Skills
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Client Relations Skills
- Customer Inquiries
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Interpretation and Translation Services
- Responding to Difficult Customers
- Promoting Brand and Company Identity
- Reading Comprehension
- Administrative and Office Support
- Team-Oriented and Cooperative
- Documentation
Languages
Spanish
Native or Bilingual
Timeline
Loan Center Rep
Sierra Pacific Mortgage
12.2019 - 05.2022
Customer Service Representative
Maximus
10.2018 - 01.2019
Customer Service Representative
Allied Trustee Services
05.2018 - 07.2018
Customer Service Rep
All Star Glass
08.2017 - 05.2018
Customer Service Representative
ACT Technologies Call Center
03.2016 - 08.2017
Administrative Assistant
Goodman Immigration
01.2016 - 04.2017
Administrative Assistant/ Sr. Loan Processor I Office Manager
Realty Source
05.2007 - 06.2015
AA Business Degree -
Empire Business College
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