Microsoft Software
Susana Gutiérrez Salazar
Mortgage Specialist
Álvaro Obregón
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively, with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Enthusiastic tour guide with passion for cultivating unforgettable travel experiences.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Mortgage Specialist
Planet Home Lending
02.2024 - Current
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
Customer service representative
Freedom Mortgage
02.2023 - 02.2024
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website, improving overall user experience.
Tourism Coordinator
Soy Pata De Perro
11.2022 - Current
- Coordinated transportation logistics for guests, ensuring seamless travel experiences during their visits to the region.
- Enhanced visitor experience by developing and implementing engaging tourism programs.
- Assisted in the design of promotional materials such as brochures and flyers showcasing local attractions, stimulating interest among potential tourists.
- Conducted market research to identify trends in travel preferences, informing strategic decision-making for program development.
- Evaluated competitor offerings within the tourism sector, identifying opportunities for differentiation that could attract more visitors to our region.
- Developed comprehensive itineraries for visitors that showcased the best of local attractions, maximizing their enjoyment during their stay.
- Increased tourist satisfaction through effective coordination of services and activities.
- Collaborated with local businesses to promote regional attractions, boosting tourism revenue for the area.
- Implemented successful event planning initiatives that attracted large crowds and generated positive publicity.
- Established partnerships with local businesses, fostering mutually beneficial relationships and promoting community growth.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Built personal relationships with guests to promote positive experiences.
- Accompanied diverse groups through exhibitions, providing fun, memorable experiences for each patron.
Customer Service and Repair Central America
SKY México
02.2022 - 04.2022
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
- Collaborated with cross-functional teams to improve internal processes, resulting in smoother operations and better customer experiences.
- Reduced response times by effectively managing high-volume customer inquiries and prioritizing urgent issues.
Ejecutivo cobranza
Kobrar
Ayudante general
Raythom Apparel S.A de C.V
Education
High School Diploma -
Universidad Tres Culturas
Ciudad De Mexico 05.2001 - Current
Computer Programming
CETIS No.4 "Aquiles Serdán Alatriste"
05.2018 - 05.2021
Educación superior - Licenciatura - undefined
Universidad Autónoma de México
02.2022 - 05.2023
Educación secundaria - undefined
Colegio Benjamín Franklin
08.2011 - 05.2014
Educación primaria - undefined
Colegio Dante Alighieri
08.2005 - 05.2011
Skills
Windows
Java
Innovation
Customer Service
Teamwork
Office
Document Review
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Call center experience
Data Collection
Problem Resolution
Software
Word
Excel
Timeline
Mortgage Specialist
Planet Home Lending
02.2024 - Current
Customer service representative
Freedom Mortgage
02.2023 - 02.2024
Tourism Coordinator
Soy Pata De Perro
11.2022 - Current
Customer Service and Repair Central America
SKY México
02.2022 - 04.2022
Educación superior - Licenciatura - undefined
Universidad Autónoma de México
02.2022 - 05.2023
Computer Programming
CETIS No.4 "Aquiles Serdán Alatriste"
05.2018 - 05.2021
Educación secundaria - undefined
Colegio Benjamín Franklin
08.2011 - 05.2014
Educación primaria - undefined
Colegio Dante Alighieri
08.2005 - 05.2011
High School Diploma -
Universidad Tres Culturas
05.2001 - Current
Ejecutivo cobranza
Kobrar
Ayudante general
Raythom Apparel S.A de C.V