Vivien V. Hernandez
Houston
Summary
Dynamic Office Coordinator with proven success at Premier Stair and Door, adept at enhancing customer satisfaction and streamlining operations. Skilled in Microsoft Excel and effective communication, I implemented strategies that improved response times by 20%, ensuring efficient service delivery and fostering strong client relationships.
Overview
23
23
years of professional experience
Work History
Office Coordinator
Premier Stair and Door
08.2019 - 03.2026
- Oversaw daily schedule for stair and safety rail installations, confirming jobs with builders to ensure high-quality customer service.
- Coordinated stair installations, effectively communicating key information to contractors for seamless execution.
- Respond to customer inquiries including scheduling appointments, maintaining office complaints and scheduling of deliveries and installations, and providing customer follow-ups.
- Handled incoming calls professionally, directing inquiries to appropriate staff members. Noted customer orders, pricing information and additional data into company's system.
- Managed multiple email boxes, ensuring timely responses and accurate distribution of emails.
- Directed installer meetings translated in Spanish by providing contractors new updated company policies.
- Processed deposits into company account.
- Maintained a clean and organized office environment to enhance productivity and efficiency.
H.O.S.T Coordinator
Spruce Finance Inc.
12.2015 - 08.2019
- Implemented a scheduled action plan that decreased first response reply times by 20%.
- Maintained B2B relationships with contractors and vendors to enhance client satisfaction.
- Corresponded with customers and escrow agents via e-mail and phone calls to assist in home refinancing and sale transactions.
- Handle escalated calls from customer service agents for customer resolution.
- Lead inbound call centre staff members daily.
- Utilizing different CRM databases such as sales force, CPF tools, Zen desk, solar-so data readings, and enlighten.
- Collections services for delinquent accounts. Created customized plans for delinquent accounts.
- Provided accounting services for invoice payments and drafted wire transfers for solar panel buyouts at home sales closings.
Customer Data Controller
Shell Operations Team, Achilles Information Limited
11.2013 - 12.2015
- Achieve financial objectives, prepare budget, calculate expenditures for the fiscal year, and analyze variances.
- Facilitated accurate payment processing by entering commercial invoices and ensuring timely processing.
- Perform quality check and verify a variety of data for accuracy.
- Research the resolution of incorrect, missing or unclear information.
- Rendered invoices and manual reports for distribution to requesting departments, enhancing communication and accountability.
- Interpret pricing contracts to ensure accurate rating.
- Measured results against standards and amended policies accordingly.
- Updated management through report analysis, summarizing information, and identifying industry trends.
- Implement processes and train employees on new office systems.
Mortgage Customer Service Provider
Ocwen Loan Servicing Company
10.2012 - 11.2013
- Answered complex questions, assisted financially struggling customers, collected payments, gathered loan modification documents, and scheduled future appointments to facilitate financial stability.
- Offered long-term resolutions for customers to address delinquency, promoting loan repayment and customer retention.
- Provided friendly and empathetic assistance, enhancing customer satisfaction and trust.
- Properly document Ocwen's mortgage servicing system to ensure high quality customer service. Follow all laws and regulations governing call centers, mortgage servicing and collections.
- Log all borrower contacts into the loan servicing system.
- Acquired knowledge of customer relations functions and services offered.
- Completed diverse tasks to support the department's operations.
- Follow company policies & procedures.
Personal Banker
Wells Fargo Bank
10.2009 - 10.2012
- Achieved sales goals through effective cross selling of bank products and services to enhance customer experience.
- Provide customers with full service banking by processing all financial transactions accurately and in a timely manner.
- Managed transactions by processing payments through credit cards, checks, and cash.
- Processed cash advances, certified checks, loans, and certificates of deposit to facilitate customer financial needs.
- Managed large cash deposits and withdrawals while implementing security protocols to ensure safe transactions.
- Performed all duties related to compliance with laws, regulations, and bank policies and procedures.
- Processed documents by faxing, imaging, and scanning to maintain organized files.
Member Specialist
Chartway Federal Credit Union
09.2007 - 10.2009
- Utilize strong selling abilities to explore and close the sale of Credit Union products that best meet the needs of members while achieving corporate goals.
- Achieved corporate goals consistently, ranking in top third of region for ancillary sales and production.
- Identified and discussed financial opportunities and needs for new and existing members to enhance member satisfaction.
- Provided accurate services to members while ensuring compliance with all regulations.
- Consistently receiving recognition in compliance by focusing on being detailed oriented while utilizing strong organizational skills.
- Answered incoming phone calls and warmly greeted members at the front desk.
- Processed cash advances, certified checks, loans, and certificates of deposit for members.
- Ensured the accurate handling and security of large cash deposits and withdrawals.
Accounts Payable Controller
Progressive Building Service
03.2005 - 07.2007
- Operated effective accounts payable procedures. ensuring all expenditures were accurately accounted, properly approved and processed in a timely manner.
- Processed diverse accounts payable transactions to ensure timely vendor payments.
- Entered vendor invoices to support accurate financial documentation.
- Maintained precise records of employee expense reports for effective financial oversight.
- Process manually check requests and system generated checks and booking.
- Sorted, distributed, and processed mail.
- Answered phones and greeted clients warmly.
Teller
Fed Com Credit Union
08.2003 - 03.2005
- Provide members with full service banking by processing all financial transactions accurately.
- Handled and secured large cash transactions with precision and reliability.
- Leveraged knowledge of bank products and services to strengthen member relationships and grow member base.
- Achieved sales goals by employing cross-selling techniques to enhance credit union product offerings.
- Compliant with laws, regulations and credit union policies and procedures.
- Responded to phone inquiries and provided friendly greetings to enhance member experience.
- Executed document management tasks, including faxing, imaging, scanning, and filing for organized record-keeping.
- Organized and managed incoming mail for timely distribution to appropriate departments.
Education
High School Diploma -
Creston High School
Grand Rapids, MI05-2003
Skills
- Project Coordination
- Inventory Management
- Data analysis
- Office Management Software
- Excel
- Microsoft Word
- Outlook
- PowerPoint
- Microsoft Access
- Basic Accounting
Languages
Spanish
Native/ Bilingual
Timeline
Office Coordinator
Premier Stair and Door
08.2019 - 03.2026
H.O.S.T Coordinator
Spruce Finance Inc.
12.2015 - 08.2019
Customer Data Controller
Shell Operations Team, Achilles Information Limited
11.2013 - 12.2015
Mortgage Customer Service Provider
Ocwen Loan Servicing Company
10.2012 - 11.2013
Personal Banker
Wells Fargo Bank
10.2009 - 10.2012
Member Specialist
Chartway Federal Credit Union
09.2007 - 10.2009
Accounts Payable Controller
Progressive Building Service
03.2005 - 07.2007
Teller
Fed Com Credit Union
08.2003 - 03.2005
High School Diploma -
Creston High School