April Serna Email & Phone Number

Dallas-Fort Worth Metroplex

Plano, Texas, United States

United States

▪ Served as the client’s point of contact for all questions and concerns.▪ Drafted all final loan documents and managed escalated files. ▪ Partnered with title companies and realtors to ensure all requirements were met to close.✓ Achieved consistent high customer satisfaction rankings throughout duration of Better’s competition with Rocket Mortgage for the exclusive partnership with American Express.✓ Drove revenue savings and efficiency gains during period of time when pipelines were at an all-time high due to low interest rates.

Brea, California, United States

▪ Supervised a team of employees handling the loan origination process.▪ Reviewed team production reports and strategized performance management.▪ Took escalated calls and emails when necessary to diffuse situations and achieve optimal resolutions.▪ Provided one on one coaching to employees to assist with individual performance and professional growth.

Brea, California, United States

▪ Provided floor support to department employees, answering questions and providing impromptu coaching.▪ Assessed business needs by analyzing regulatory audit reports and compliance standards. ▪ Created action plans that included training material and implemented operational changes. ▪ Served as a training resource; traveled to multiple sites to facilitate training as needed.