Real Estate Agent, 06/2019 to Current Century 21 Citrus – San Dimas, CA
Marketed and sold property for clients by hosting open houses and advertising online and in print.
Represented buyers and sellers of developed and undeveloped properties.
Liaised between buyers and sellers to provide positive experiences for both parties.
Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.
Developed and maintained relationships with clients through networking, postcards and cold calling.
Guided clients from beginning to end of home buying process in choosing right property.
Reviewed market research data and changed sales plans accordingly.
Showed properties to potential buyers and other brokers at open houses and by appointment.
Advertised client properties through websites, social media and real estate guides.
Accompanied buyers and sellers to home inspections and appraisals.
Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.
Customer Service Specialist, 02/2005 to 10/2019 Social Security Administration – West Covina, CA
Interview members of the public to screen for potential entitlement benefits under Social Security Retirement, Disability and Auxiliary benefits, Medicare enrollment, and administering post entitlement issues.
Determine ineligibility for SSI benefits by processing abbreviated applications when applicants were not qualified aliens, exceeded resource or income tolerances, as well as other factors.
Assess cases to make the appropriate referrals for programs in and outside the agency.
Screen earnings records for claimants who are ready to retire and provide education regarding the difference between an early retirement and a full retirement.
Educate claimants that they not only have enough credits to retire, but that any pensions that the claimant is eligible for will not fall under the appropriate provisions.
Responsible with processing Title II post-eligibility workloads, which include the continuation benefits for students, general enrollment and special enrollment for SMI, Alien Provisional benefits and prisoners.
Process tax withholdings, annual reports and work reports, and overpayment waivers.
Process all court ordered child and spousal support garnishments and ensure accuracy with all supportive documentation filed in the electronic filing system.
Process various workloads involving Representative Payee, which includes the screening and appointing of the appropriate payee applicant, changing the representative payee when necessary, processing and assuring that all benefits are properly accounted for and following up on various post entitlement actions with payees.
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Entered customer data into PCOM system and communicated service concerns with Payment center department.
Reinforced established quality control standards and followed Federal rules and regulations procedures for optimal customer interactions.
Enhanced customer satisfaction ratings by resolving payment, on-site and account issues efficiently.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Operated in dynamic, high-volume environments to provide skilled assistance to more than 40 customers each day.
Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Created and reviewed payment and overpayment invoices to maintain accuracy while working with customers to answer questions and address payment issues.
Read, analyzed and interpreted complex Federal procedures and regulations while drafting general correspondence to facilitate administrative processes.
Directed customers to appropriate departments for additional support.
Verified accuracy of customer account information and updated when necessary.
Developed working relationships with internal and external local Government agencies while assisting with account management duties.
Assisted in training new employees and current employees, while also participated in cross-training with other departments.
Requested escalation to Payment Center for unresolved issues.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Answered up to 50 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
Educated customers on retirement and disability programs.
Program Intake Specialist , 02/2000 to 02/2005 Mexican American Opportunity Foundation – Montebello, CA
Communicated directly with individuals and families to provide information about eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.
Completed intake assessment forms and filed clients' charts. Under the direction of the Program Director, my duty as a Case Specialist I was responsible to certify the eligibility of CalWORK's Alternative Payment (CAPP). As a Case Specialist, I was responsible to perform case maintenance such as initial enrollments, re-certifications, provider changes, and any other changes as deemed necessary. As a Case Specialist, I performed my duties in compliance with the Funding Terms & Conditions of the California Department of Education.
Increased customer satisfaction by resolving non-payment issues.
Resolved conflicts and negotiated mutually beneficial agreements between Parents and Child care providers.
Handled calls to address customer inquiries and concerns.
Worked with customers to understand needs and provide child care payment assistance services.
High School DiplomaGladstone High School - Azusa, CA
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Companies Worked For:
Century 21 Citrus
Social Security Administration
Mexican American Opportunity Foundation
Gladstone High School
Job Titles Held:
Real Estate Agent
Customer Service Specialist
Program Intake Specialist
High School Diploma
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