TZMERRA MORALES
SAN ANTONIO
Summary
Customer service expert and dedicated professional with extensive experience and background in retail and service. With the vision and understanding of maintaining customer satisfaction, confidentiality, and compliance with and regulations, to ensure commitment to excellence and success. Professionally builds rapport with customers, team members, and management. Excellent oral and written communication skills, highly organized, and possess relationship-building skills. Maintains a high level of professionalism with skills to efficiently minimize customer dissatisfaction and increase customer loyalty.
Overview
7
7
years of professional experience
Work History
Associate Home Preservation Representative
Wells Fargo
07.2020 - Current
- Demonstrate an empathetic approach with our clients and a warm, respectful tone while consistently meeting customer’s expectations.
- Document loan history, respond to customers, investors, vendors, and authorized third parties' inquiries, research and/ or resolve inquiries, analyze requests per policy and procedures to ensure proper action, and maintain routine transactions per customer.
- Research and/ or resolve inquiries and analyze requests per policy and procedures to ensure proper action.
- Identify, maintain, track, and log requested documentation for loan modification review.
- Communicate with customers and or/agencies about loan modification decisions, status updates, options, timelines, as well as borrower’s obligations throughout the process.
- Recommend solutions to maintain homeownership, Including HAMP, and propriety modifications. If modification options are not possible, discuss liquidation options including short sales, deed in lieu, etc.
- Work CO-HP loans
- Take mortgage payments over the phone.
- Discuss and respond to inquiries regarding loan types and terms (i.e., VA, FHA, Conventional, ARM).
- Experience working with mortgage servicing systems (CIV, Fidelity, Gem, ICMP, CEO, Chucky, Recon, and My Work Portal)
Customer Service
AppleOne
10.2019 - 07.2020
- Respond to customers, investors, vendors, and authorized third parties' inquiries, research and/ or resolve inquiries, analyze requests per policy and procedures to ensure proper action, and maintain routine transactions per customer.
- Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e., balance statements, document copies, and account history).
- Review and explain escrow disclosure statements (i.e., account shortages and overages).
- Direct calls or correspondence to proper departments in the event information is not available or requires research.
- Take mortgage payments over the phone, respond to inquiries regarding hazard and flood insurance issues and disbursement, and respond to inquiries regarding tax issues and disbursements.
- Demonstrate an empathetic approach with a warm, respectful tone to our clients.
- Experience working with mortgage servicing systems (CIV, Fidelity, Gem, ICMP, CEO, Chucky, Recon, and My Work Portal)
Best Buy Customer Service Specialist III
Citibank
07.2018 - 09.2019
- Enhanced customer satisfaction by assisting with card activation and troubleshooting.
- Streamlined communication by efficiently routing calls to appropriate departments.
- Informed customers about product benefits, enhancing overall user experience.
- Processed billing inquiries accurately and efficiently to ensure timely resolution.
- Maintained up-to-date customer records in the database for service efficiency.
- Facilitated claims for ATM, ACH, OFP, and debit card transactions.
Education
Associate - Applied General Studies
Touro College
New York, NY12.2009
Skills
- Effective multi-tasking
- Highly organized
- Work Independently
- Microsoft Office proficiency
- Strong verbal communication
- Exceptional customer service
- Effective problem resolution
- Collaborative team member
- Data entry proficiency
Timeline
Associate Home Preservation Representative
Wells Fargo
07.2020 - Current
Customer Service
AppleOne
10.2019 - 07.2020
Best Buy Customer Service Specialist III
Citibank
07.2018 - 09.2019
Associate - Applied General Studies
Touro College