Property and Casualty, Life and Health licensed. Sales, servicing, claims. Building relationships and providing clients with solutions to help them achieve their goals and keep them well protected. 2024 Team Member Hall of Fame qualifier.

Processing, funding, and closing of all consumer lending products (including but not limited to: auto loans, personal loans, other secured loan products). Lending360.

Initial loan application intake including analysis and verification of income, credit, and borrower goals. Provide Post-closing borrower assistance with escrow queries and/ initial loan paymentsAnalyze credit reports and create an action plan to improve credit to help borrowers qualify and/or improve chances at a much lower and competitive interest rateExtensive knowledge of Conventional/USDA/FHA/VA and Bond products - conforming and non-conforming (Jumbo)Research and acquisition of COEs via VAHub, CAIVRS reports via FHA Connection, and set up and analysis of GUS findings for eligibility verificationExtensive knowledge of FannieMae and FreddieMac conventional loan products

Worked closely with borrowers, and realtors providing a seamless experience from application to the closing table. Set up and initial disclosure of residential mortgage applications.Analysis of credit reports, income, and assets to ensure borrower is well qualified ; utilization of DU and LP to request items needed per findings

Processing and compliance checks for all residential mortgage applications - conventional, FHA, VA, USDA, as well as HELoans.Daily communication with Title companies, home insurance agencies, and loan officers during lifecycle of loan to ensure all necessary items are in the file to ensure smooth closing.Knowledge of Ellie Mae systems - ex. Encompass.Analysis of credit reports and ordering them, including soft pulls.

Helped to reduce Average Handle Time for call center agents by almost 25% with the creation of a new call/chat flow process. Received multiple SPOT awards for exceptional customer service.Worked with the GDPR team to increase speed and accuracy with identity verification prior to resolving customer issues. - UK General CS QM (Madrid) Coordination - DSAT Analysis for UK CE - General CS Process Updates - UK General CS Coaching Plans (London & Madrid) - QM Calibrations UK General CS (Full Team and Individual Calibrations)- Internal Customer Interaction Audits (Process Adherence and Correction)

Secondment position during peak period as Team Lead for UK market. Hygiene/Duty Management, Floor Support, Quality Monitoring and Assurance, Coaching.

Duty management, AHT and productivity coaching, floor support. Co-creation of Resolutions team, and start up of Netherlands Customer Experience Team. Assisted in training new hires and protocol implementation. Live support to agents on call/chat/email, quality assurance.

Designed and coordinated various multi-cultural activities designed for the American university student studying abroad in Madrid. Emphasis was on Spanish language learning and immersion activities

Reservation and Operation Management at Madrid HQ. Regular visits to villas around Spain (locations in regions of Andalucía, Galicia, Cantabria, and Cataluña). New property acquisition (and all it entails: bilingual rental agreements for property owners, revision of Terms and Conditions, etc.).. Bilingual consumer and proprietor assistance.

Streamlined reservation process and helped to increase efficiency and prevent overbooking across platforms, by updating our website/application process. Worked with IT to find solutions to auto-block the calendars on our main front-facing website when reservations from Airbnb, TripAdvisor, and VRBO came through.Created a new email signature (a project with CEOs) to include our photos, names, and titles for better customer communication.Daily review of billing cycle and payments (manual charges using TPV and contacting clients via phone and email to ensure monthly objectives were met.

Helped to maintain high retention and quality check of new employees by analysis of strengths and weaknesses to develop an actionable improvement plan.

Refreshed the application/screening process for new volunteers which increased efficiency and made it much easier to understand.• Bilingual Recruitment: Reaching or exceeding volunteer staffing goals for English immersion programs as well as assuring volunteer retention, working in tandem with the Sales department.• Data Entry: Utilizing Sugar CRM software to manage participation, verify travel documentation and parental consent forms, create participant lists, manage insurance coverage for volunteers, and for feedback and recruitment purposes.• Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of volunteer retention campaigns and special-edition initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution, working in tandem with the Marketing and Sales departments. • Campaign Analysis: Analyze campaign outcomes and demographics in detail, using primarily Sugar CRM software and Excel. Draw insights and present results clearly to facilitate sound decision making on next steps. • Forecast: Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Prepared to discuss assumptions used for developing forecasts for upcoming programs as well as future projects. Responsible for updating 2015 programs; documents and application procedure namely.• Special Projects: Participate in a variety upon request, including teacher programs and teen English camps during the summer, as well as joint projects with Human Resources and Sales departments. Focus on logistics for programs (hotels, venues, room assignment, recruitment, contact person for parents from the English speaking home countries). *ALL bilingually in Spanish and English*.

Created articles for clients learning English as a second language for the company's newest concept. Coordinated with Academic Directors as well as the marketing department, analyzing trends to appeal to a widerange of language enthusiasts, implementing varying levels of the language to suit the needs of all language learners.

Designed and implemented an English language curriculum and participated in ongoing teaching workshops designed to fine-tune teaching techniques.

Facilitation and organization of various levels (Infant, Primary, and Secondary school levels) as well as the management of Monday and Wednesday extra-curricular programming.

Facilitation and instruction of the English language in various levels of Tourism, Sanitary Science, Travel, and Business courses (first and second cycle, superior and remedial levels). Worked with professors on teaching technique as well as the improvement of their English proficiency, with a heavy emphasis on collaboration for cohesive lesson planning.

Instructed students of various age levels (1 year to adult) in a professional school setting in the English language. Coordinated with English Teachers in cohesive lesson planning and teaching technique in the target language of English in various schools in the Madrid area.

Assisted with coordination of events for students who had recently returned from study abroad. Provided administrative support to Study Abroad Director. Created effective marketing and promotional material.

Provided Spanish to English translation services for non-native English speakers. Supported Operations Manager and Data Entry Supervisor through administrative work. Assisted with compliance of medication, took prescription refill requests, met with pharmaceutical representatives and provided customer service in two languages.