Talented and accomplished individual seeking employment which utilizes my 20 years’ experience in public service. Recognized strengths in leading, coaching, training and mentoring which enables me to demonstrate my leadership skills and educational background. Team player focused on gaining hands-on experience by working alongside tenured employees.
Skills
Fluent in Spanish
Team management
Team building
Effective oral and written communication skills
Initiative to work independently and collaborate with others
Multitask in a fast paced, high volume environment
Adaptability to constantly changing departmental needs, requirements, policies and procedures
Problem resolution
Administrative support
Organization
Experience
Front Desk Receptionist/Guest Service Representative, 05/2017 to Current Burke Williams Day Spas Inc. – City, STATE,
Act as a liaison, brand and gatekeeper for a busy 100 person staff at Burke Williams as first point of contact to welcome & greet guests for their services
Seamlessly navigate the intricacies of the entire guest experience from arrival to departure to maximize productivity and enhance customer satisfaction
Assist guests with gift card purchases, schedule appointments and provide information about the services and products we provide
Work with the massage therapists, estheticians, management to provide 5 star service to our guests
Identify potential new guests in improving their wellness by becoming members with our spa
Monitored reservations to track incoming parties and special events.
Mortgage Servicing Sales Manager; Assistant VP, 10/2009 to 06/2016 Bank Of America – City, STATE,
Managed the Dedicated Sales team of 10-15 permanent & contracted associates responsible for servicing mortgage and HELOC loans
Conducted weekly and monthly performance business reviews with Unit Managers & Site Leader to discuss current performance, projected targets, team strengths and opportunities
Acted as a liaison and provided Spanish certification training to bilingual associates in Brea Home Loans
Facilitated several High Risk & Consumer Finance training to all iSeries agents in Brea Home Loans
Subject Matter Expert in Bankruptcy, Special Loans, Private Mortgage Insurance, Post Modifications, and HELOC
Acted as a liaison with on boarding of a new hire contractor class
Day One Connect certified coach to act as a liaison for all CSCC
Responsible for driving Associate Engagement as Champion for our site
Approve grants for Orange County Philanthropic values for job creations and donations
Home Loans Fulfillment Support Team Leader, 03/2009 to 10/2009 Bank Of America – City, STATE,
Assisted and supported 12 Brea processing teams and 3 Business Channels with file assignments to clear 25K loans from a stagnant pipeline in 6 months
Led a team of 20-30 permanent & contracted support associates responsible for handling incoming phone requests pertaining mortgage loan applications and processing, loan approvals and/or status updates
Managed the welcome call process & 10 day letter process by ensuring our site achieved its daily goal, meeting with Unit Managers & Site Leader to establish an efficient routine for our HSS to hit their monthly goal
Created and audited daily reports for the associates to ensure every loan in process was reviewed
Mentored 20 high potential associates and assisted with the selection of promoting 6 associates to becoming HSS
Acted as a liaison and assisted with more complex issues, special projects, escalated calls, detailed processes, and more in depth conversations with potential homeowners
Education and Training
Bachelor of Science: Criminal Justice, Expected in 05/2021 California State University of Los Angeles - Los Angeles, CA, GPA:
A.S degree: Administration of Justice, Expected in 2017 Glendale Community College - , GPA:
A.A degree: Liberal Arts, Expected in 2002 Glendale Community College - , GPA:
Activities and Honors
2020 Dean's List in recognition of Scholastic Achievement at CSULA
2019 Dean's List in recognition of Scholastic Achievement at CSULA
Accomplishments
Selected to drive the Llama project at Bank of America for Brea site 2016
Selected to drive We Can Assist campaign at Bank of America for Brea site 2016
Selected for 2015 Brea Key Talent – Top 1% on the campus of 3500 associates
April 2015 Retail Banking Manager Top Performer featured on Flagscape and recognized by executive Shelly Waite
Mentor for Future Leaders Program in 2014 & 2015
Responsible for raising the most money ($11,000) in the Brea campus in Home Loans CSCC for Junior Achievement, Susan Komen & United Way in 2014
2014 Diversity & Inclusion Recipient for Bank of America
Achieved Assistant Vice President Title in 2013
Department Associate Satisfaction Leader in 2012, 2013 & 2014
Achieved National recognition in March & April 2011 for managing 2 teams in the absence of my peer
Led & developed Top Initiatives (ASSET) in Customer Service for Pasadena Credit Card Services in 2007-2008
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Resume Overview
School Attended
California State University of Los Angeles
Glendale Community College
Glendale Community College
Job Titles Held:
Front Desk Receptionist/Guest Service Representative
