Diana Garcia
Phoenix
Summary
Proven Home Lending Specialist at JPMorgan Chase, adept in loan servicing and demonstrating exceptional leadership skills. Enhanced loan processing efficiency and customer satisfaction through innovative risk mitigation and empathetic client interactions. Excelled in teamwork, fostering collaboration across departments, and leading by example to drive positive outcomes and customer loyalty.
Overview
12
12
years of professional experience
Work History
Home Lending Specialist
JPMorgan Chase
08.2024 - Current
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Collaborated with underwriting team to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
- Assisted colleagues in managing complex loan applications, expediting processing time and ensuring timely approvals.
- Implemented risk mitigation strategies during loan evaluation processes, safeguarding the institution''s interests and minimizing potential losses.
- Optimized internal communication channels between departments, facilitating faster loan processing times and improved accuracy in documentation handling.
Customer Service Representative
Maximus
09.2017 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Retail Sales Associate
Khols
08.2016 - 09.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
Crew Trainer
McDonald’s
06.2013 - 08.2016
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Conducted hands-on demonstrations and practical exercises to reinforce learning concepts.
Education
High School Diploma -
Paradise Valley High School
Phoenix, AZ05.2014
Skills
- Loan servicing
- Documentation review
- Credit analysis
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Leadership skills
- Multitasking Abilities
- Excellent communication
- Active listening
- Health insurance
Languages
Spanish
Native or Bilingual
Timeline
Home Lending Specialist
JPMorgan Chase
08.2024 - Current
Customer Service Representative
Maximus
09.2017 - 08.2024
Retail Sales Associate
Khols
08.2016 - 09.2017
Crew Trainer
McDonald’s
06.2013 - 08.2016
High School Diploma -
Paradise Valley High School
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