ROMA GRACIA G. CANDELARIA

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.

Job Profile Summary: Covers job responsible for reviewing actions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed.

Role:

• Monitor and evaluate minimum of 300 quality of inbound, outbound customer calls and production reviews.
• Document quality issues and performance measures for management review
• Oversee a group of service monitors
• Provide information and assists in the feedback and formal education process of other staff.
• Work closely with both internal and external customers to meet their service’s needs.
• Act as a Subject Matter Expertise
• Provide information and assist in the feedback and education to staff

Job Profile Summary: Covers jobs responsible for collecting, preparing, coordinate and reviewing loan documents.

Role:

• Provides support in performing loan documentation duties on the most complex loan packages to ensure compliance with company’s policies and government regulations.
• Process or close loans and act as a main point of contact for internal or external customers during the loan process.
• Perform administrative, operational or customer support tasks related to complex loan packages.
• Manage an assigned pipeline of all loan types relative to business line.
• Provide subject matter expertise and interpretation of procedures to the team of Loan Documentation Specialists to ensure timely completion of work.
• Interact with immediate Loan Documentation tea, functional area, and internal peers outside work group on information related to the routine loan documentation process.

• Examine the quality of the chats of the transition trainees and coach them on the expected behaviors based on the demand of the production.
• Conducted regular performance evaluations, offering clear expectations for improvement when needed.
• Fostered an environment of continuous learning within the team, encouraging members to pursue professional development opportunities.
• Utilized strong problem-solving skills to troubleshoot issues and offer solutions that benefited both the team and organization as a whole.
• Developed individualized professional development plans for team members, resulting in improved skills and productivity.

• Handles selected number of challenged agents in the outlier team to help them improve their performance
• Championed company values by setting an example through personal behavior and mentoring others on desired behaviors.
• Ensured timely completion of projects by effectively delegating tasks according to individual strengths and expertise.
• Mentored junior staff members on best practices, contributing to their ongoing career growth.

• Mentored junior team members, contributing to their professional development and overall team success.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.