TINA RAMIREZ
Glendora,CA
Summary
- MH Shopper
- Processed mortgage loan applications, ensuring timely and accurate packaging of all loans originated by loan officers.
- Input proper loan information into system for processing and prepared applications for submittal to underwriting
- Fielded calls, faxes, and emails to ensure customer support and advise internal stakeholders July 2000 - January 2001 Huntington Beach, CA Fullerton, CA September 1991 - June 1992
- Administrative professional and customer relations agent with 13+ total years of professional working experience seeking new opportunities to return to work.
- Experience with accounts payable/receivable, payroll, reception, customer/client service and administrative assistance.
- Excellent project manager with extensive time management experience related to coordinating schedules, maintaining calendars and making travel arrangements.
- Champion of client service with strong work ethic and focus on customer satisfaction.
- Strengths include ability to learn quickly, strong aptitude for troubleshooting/problem-solving, and ability to handle multiple projects under pressure.
- Technical skills include Mac & PC literacy, Microsoft Office Suite, Social Media, Typing
- Fluent in English; speaks/understands conversational Spanish
Overview
14
14
years of professional experience
Work History
Air Operations Agent
Walt Disney Travel Company
Anaheim, CA
01.2006 - 01.2007
- Oversaw accounts payable for department and processed extensive airline reports for tickets booked (averaging $1-2 million per cycle)
- Worked directly with airline to exchange/cancel airfare
- Booked group air for large parties
- Assisted reservation agents on the floor with questions regarding airfare booked on packages
GDS Help Desk Agent
Walt Disney Travel Company
Anaheim
01.2005 - 01.2006
- Improved efficiency by assisting travel agents with GDS bookings using Apollo and Gateway ensuring accuracy of tickets, assigning seats for ticketed reservations, filing as appropriate and taking reservation calls when the queue overflowed.
- Collaborated with internal teams on projects aimed at improving the overall quality of service offered by the help desk.
- Provided guidance and support on the use of computer systems, applications, or products.
- Maintained a knowledge base of commonly asked questions and their solutions.
- Troubleshot customer issues related to hardware, software, and networks.
Internet Support Desk Reservation Agent
Walt Disney Travel Company
Anaheim, CA
01.2003 - 01.2005
- Resolved incoming calls for those having trouble booking airfare for reservations (assigning seats, changing names, dates, times, and airlines on reservations) and processed tickets for quality control
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Resolved guest complaints by providing exceptional customer service.
- Offered personalized recommendations based on guest preferences.
- Identified opportunities for cross-selling other products or services.
- Verified customer information including contact details and payment method.
- Processed customer payments for reservations over the phone.
- Advised guests on local attractions and activities available nearby.
- Provided support to other departments when needed.
- Provided customers with information on hotel services, amenities, and packages.
Reservations Sales Agent
Walt Disney Travel Company
Anaheim, CA
01.2001 - 01.2003
- Advised Disneyland guests on accommodations and reservations for Disneyland including hotel, theme park tickets, car rentals, airline tickets, meal plans and additional regional experiences, ensuring top guest satisfaction through hospitality and client service.
- Verified credit card details prior to processing reservation requests.
- Upsold additional products or services when appropriate to maximize revenue opportunities for the company.
- Adhered strictly to data protection policies when dealing with confidential information.
- Resolved customer complaints quickly and professionally while maintaining a positive attitude.
- Answered incoming calls and emails from customers to provide information on hotel services, rates and availability.
- Collaborated with other departments within the organization to ensure excellent service delivery for guests.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and policies.
- Responded promptly to customer inquiries and requests in a professional manner.
- Provided detailed information regarding hotel amenities and services to customers.
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Maintained customer loyalty by quickly resolving complaints and service issues.
- Answered questions about resort facilities and local attractions to help customers make favorable choices.
- Exceeded targets consistently for performance, service quality and raw reservation numbers.
Loan Processor
MH Shopper
Huntington Beach, California
07.2000 - 01.2001
- Processed mortgage loan applications, ensuring timely and accurate packaging of all loans originated by loan officers.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Submitted loan applications to underwriting department for review and approval process.
- Assisted borrowers with questions regarding their loans after closing.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Reviewed loan applications for accuracy and completeness.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Maintained accurate records in computer database system during loan origination process.
Head Receptionist/Administrative Assistant
Honda World (formerly Penske Honda)
Westminster, California
10.1992 - 07.2000
- Served as personal secretary to the dealership's owner & GM while also directing a team of 5 receptionists, training team on administrative duties including superior customer service, filing paperwork, processing mail and answering switchboard incoming calls.
- Covered Accounts Payables/Receivables desk when needed
- Worked closely with Business Office Controller balancing bank statements
- Processed new car sales vouchers, used car sales vouchers, and finance department commission vouchers weekly
- Directed visitors to their destination within the building complex.
- Scheduled meetings between department heads and other employees.
- Resolved customer complaints in a timely fashion while maintaining professionalism.
- Managed appointment calendar for front desk staff members.
- Greeted and welcomed guests, customers, and visitors to the office.
- Answered incoming calls in a professional manner, providing assistance when needed.
- Tracked inventory of office supplies and placed orders when necessary.
- Handled confidential documents with discretion.
- Performed data entry and other administrative tasks to support departments.
Bodyshop Receptionist
Honda World (formerly Penske Honda)
Service Cashier
Honda World (formerly Penske Honda)
- As Service Cashier, processed warranty claims, filed documents, made outgoing calls for service appointment reminders, greeted guests on service drive and processed payment for parts, car services and bodyshop claims.
Receptionist
Honda World (formerly Penske Honda)
- As receptionist, answered incoming calls for dealership & directed as appropriate to different departments; assisted customers in locating salespeople or with directions across dealership; and filed paperwork/processed mail
Education
Head Receptionist/Administrative Assistant -
Honda World (formerly Penske Honda)
07.2000
Head Receptionist/Administrative Assistant -
Honda World (formerly Penske Honda)
Bodyshop Receptionist -
Honda World (formerly Penske Honda)
Service Cashier -
Honda World (formerly Penske Honda)
Receptionist -
Honda World (formerly Penske Honda)
Skills
- Administrative professional and customer relations agent with 13 total years of professional working experience seeking new opportunities to return to work
- Experience with accounts payable/receivable, payroll, reception, customer/client service and administrative assistance
- Excellent project manager with extensive time management experience related to coordinating schedules, maintaining calendars and making travel arrangements
- Champion of client service with strong work ethic and focus on customer satisfaction
- Strengths include ability to learn quickly, strong aptitude for troubleshooting/problem-solving, and ability to handle multiple projects under pressure
- Technical skills include Mac & PC literacy, Microsoft Office Suite, Social Media, Typing
- Fluent in English; speaks/understands conversational Spanish
Universityaddress
2952 Learner Hall, New York, NY, 10027
Personal Information
Total Experience: MH Shopper
Timeline
Air Operations Agent
Walt Disney Travel Company
01.2006 - 01.2007
GDS Help Desk Agent
Walt Disney Travel Company
01.2005 - 01.2006
Internet Support Desk Reservation Agent
Walt Disney Travel Company
01.2003 - 01.2005
Reservations Sales Agent
Walt Disney Travel Company
01.2001 - 01.2003
Loan Processor
MH Shopper
07.2000 - 01.2001
Head Receptionist/Administrative Assistant
Honda World (formerly Penske Honda)
10.1992 - 07.2000
Bodyshop Receptionist
Honda World (formerly Penske Honda)
Service Cashier
Honda World (formerly Penske Honda)
Receptionist
Honda World (formerly Penske Honda)
Head Receptionist/Administrative Assistant -
Honda World (formerly Penske Honda)
Head Receptionist/Administrative Assistant -
Honda World (formerly Penske Honda)
Bodyshop Receptionist -
Honda World (formerly Penske Honda)
Service Cashier -
Honda World (formerly Penske Honda)
Receptionist -
Honda World (formerly Penske Honda)
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