Knowledgeable and dedicated customer service professional with extensive experience in the retail and real estate industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. I enjoy bringing excellent quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
I am a professional at transforming unsatisfied clients into long-term customers by leveraging industry knowledge and exceptional service skills. I bring top-notch sales, operational and leadership abilities along with computer skills and knowledge. Centered on high-quality support and building customer satisfaction and loyalty. I am also fluent in English and Spanish.
Accomplishments
Accredited to working with both retired military and active duty military families. Military Specialist.
Accredited to working with foreclosures, short sales and preparing Broker Price Opinion. REO and BPO Specialist.
Skills
Sales expertise
Complaint resolution
Report preparation
Good communication skills
Creative problem solving
Order fulfillment
Money handling
Customer support
Fluent in Spanish
Closing Document Preparation
Consumer Disclosures
Funds Disbursement
Real estate industry understanding
Closing Disclosure
Title requirements
Contracts understanding
Title Document Review
Deep knowledge of bankruptcy processes
Lender relations
Loan Document Packages
Practiced at FHA loan process
Title Clearance
Closing process management
Work History
01/2021 to Current
Realtor Sales AssociateEldorado Resorts, Inc. – Pompano Beach, FL,
Advised and informed prospective clients on current market activities and conditions.
Compared recently sold area properties to determine competitive market prices.
Prepared over 20 homes for client arrivals during open house events and established signage and wayfinding aids.
Educated clients on changing or updating properties, buying and selling techniques and processes to maintain curb appeal.
Advised sellers on ways to increase curb appeal and make homes more appealing to potential buyers.
Verified payment and loan paperwork for property sales by working closely with banks, buyers and sellers.
Resolved client concerns related to home purchases to maintain high satisfaction ratings.
Confirmed compliance with federal and state laws to enforce regulations and monitor sales.
Stayed up-to-date on property environmental regulations and inspected new properties for adherence to emerging codes.
Completed property walkthrough before completing deals to uphold accuracy in listings and appraisals.
Wrote contracts to outline sales and purchases of properties.
Educated clients by delivering explanations of short sales processes, mortgage loan processing and foreclosures.
Negotiated over 50 contracts with buyers and sellers to maximize customer savings.
Performed home evaluations and developed competitive market analysis for individual homes.
Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
Reviewed and executed confidential documents, contracts and disclosures.
Collaborated with attorneys, loan officers and agencies to complete property sales and purchases and thoroughly explained all financial requirements and data to potential buyers and sellers.
Designed and staged 20 homes for optimum showings and photography.
Assisted clients with thorough knowledge of short sales processes, mortgage loan processing and foreclosures.
Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
Educated clients looking to sell or buy on current market conditions, legal requirements, pricing and mortgages.
Worked closely with clients to facilitate appropriate loans, inspections and credit reports.
12/2019 to 09/2020
Mutuel SpecialistMastec – Watertown, SD,
Followed all company policies, and procedures to deliver quality work.
Managed muliple daily spreadsheets for the accounting department, head office mutuels' department, mutuel racing spreadsheet for dogs, horses, Jai alai nation wide, removing betting tickets from over 80 betting machines, removing money from over 80 mutuel betting machines on the mutuel racing floor and removed betting tickets and money from the horses paddock areas and handling over 15 customer's deputes daily.
Access to the vault combo to open the mutuel vault and take money out and put moneys in from the betting machines.
In charge of giving the 6 teller personnel their banks for the day and making change and 4 program sales personal banks.
Loaded paper into program machine/kiosk, and handled over 20 repairs and deputes for customers daily.
Explaining how to use and print from the self service kiosks and removed jammed programs from self service kiosks for customers daily.
Loaded paper into betting machine and handled minor repairs of the betting machines.
Handled customer service complaints to maintain customer satisfaction at all times.
Handled team member cash outs, reported discrepancies and maintained precise financial records.
Prepared and reported the days racing and requested when the racing day at Isles Casino Racing was open for betting.
Counted, balanced and reconciled cash and credit card payments and identified gaps in proper cash-handling procedures.
Operated cash register to record transactions accurately and efficiently.
Always worked high traffic days in the casino which are Fridays, Saturdays and Sundays 9 a.m. to 5 p.m.
An extensive background check is required to qualify for a gaming license, active: Slot Combo Professional And Mutuel Specialist License.
03/2009 to 06/2010
Customer Service SpecialistLineage Logistics – San Antonio, TX,
Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
Updated and maintained information in customer accounts.
Communicated with management when customer issues escalated and worked to find resolutions.
Investigated and resolved customer inquiries and complaints quickly.
Responded proactively and positively to rapid change.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Promptly responded to inquiries, and requests from prospective customers.
Improved overall efficiency 100% by anticipating needs, and providing outstanding support.
Followed up with customers about resolved issues to maintain high standards of customer service.
Sought ways to improve processes and services provided.
Met customer call guidelines for service levels, handle time and productivity.
Exhibited high energy and professionalism when dealing with clients and staff.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
02/1994 to 08/2003
Owner/OperatorSylvia's Garden & Patio – City, STATE,
Monitored market conditions to set accurate product pricing and to take advantage of emerging trends.
Founded and managed garden & home interior design business, growing revenue to $65,000. in first year.
Maintained up-to-date administrative records to monitor operational conditions.
Devised processes to boost long-term business success and increase profit levels.
Created and monitored promotional approaches to increase sales and profit levels.
Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
Generated revenues yearly and effectively capitalized on industry growth.
Remained up-to-date on current trends and attended industry trade shows, and markets to view, and order inventory.
Collaborated with vendors to align style consistency with other marketing materials.
Gathered and bought materials needed to successfully complete projects.
Identified design requirements for each project.
Worked with over 500 customers to understand needs and provide excellent service.
Increased customer satisfaction by resolving needs for custom colors and design issues.
Lastly, decided to only sell at high quality home shows, large city garden shows and largely acclaimmed city botentical garden shows. As well continued selling to regular clients of boutique stores and specialty garden centers and stores, closing the brick and motar store front and leasing warehouse space for inventory, office and work space.
Put together realistic budgets based upon costs and fees for successfully operating business.
Education
Expected in 04/1977 to to
High School Diploma: JW Sexton High - Lansing, MI, GPA:
Professional development completed in accounting, short hand, typing and business courses.
Expected in to to
Associate of Arts: Fashion Design And Interior Design Miami Fine Arts College - Miami, FL, GPA:
Expected in to to
Associate of Arts: Business Education Miami Dade College - Miami, FL GPA:
Additional Information
Active Slot Combo Professional and Mutuel Specialist Gaming License.
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