Summary
Overview
Work History
Skills
Education and Training
Timeline
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Luis Clemente

Phoenix

Summary

Results-driven and highly organized professional with extensive experience in customer service, team leadership, and operational management. Known for my ability to resolve complex issues, optimize processes, and lead cross-functional teams to achieve both individual and organizational goals. I bring a solutions-oriented mindset, a commitment to continuous improvement, and a strong drive to advance within a company. Eager to leverage my skills in communication, decision-making, and team development to contribute meaningfully while pursuing a long-term leadership role with increasing responsibilities.

Overview

5
5
years of professional experience

Work History

Closing Disclosure Analyst

JP Morgan Chase
10.2020 - 06.2022
  • Reviewed loan applications, supporting documentation, and title commitments to ensure compliance with regulatory standards and internal policies.
  • Managed communication between legal counsel, lenders, title companies, and other stakeholders to ensure smooth loan approvals and prevent delays in the closing process.
  • Proactively resolved issues related to loan documentation and conditions, reducing closing delays by 20% and ensuring a smooth pipeline of active deals.
  • Coordinated the scheduling of loans with attorneys, managing closing dates to meet critical deadlines and avoid expiration.
  • Completed final closeout of systems after loan funding, ensuring accurate post-closing documentation.
  • Mentored new team members and provided training on closing procedures, enhancing team efficiency and reducing errors.

Business/Retail Escalations and Banking

JPMorgan Chase
05.2017 - 10.2020
  • Led customer support teams (both on- and off-site) across multiple time zones, ensuring high-quality service and resolution of complex issues, with a focus on maintaining customer satisfaction and team performance.
  • Resolved complex escalations by providing clear, knowledgeable, and friendly service, consistently turning challenging situations into positive customer experiences and improving satisfaction ratings by 40%.
  • Developed and implemented procedures for troubleshooting and addressing technical issues, which helped eliminate recurring problems and reduced escalations by 20% within the first six months.
  • Worked closely with internal teams to streamline communication and ensure smooth cross-functional collaboration, accelerating response times to customer issues and enhancing overall service delivery.
  • Conducted in-depth research into technical issues and provided feedback to leadership, which contributed to the creation of a new protocol for problem resolution, resulting in a reduction in downtime by 30% and an increase in overall efficiency.
  • Led initiatives to improve customer retention, developing long-lasting relationships through personalized service, which led to a 5% increase in repeat business or customer loyalty.
  • Coached and mentored junior team members, helping them build problem-solving skills, resolve escalated issues independently, and provide top-tier customer service, leading to a more empowered and self-sufficient team.

Skills

  • Bilingual Communication – Fluent in English and Spanish
  • Executive-Level Communication
  • Time & Priority Management
  • Process Optimization
  • Mentorship & Team Development
  • Regulatory & Compliance Oversight
  • Professional Integrity
  • Continuous Improvement Mindset

Education and Training

other

Timeline

Closing Disclosure Analyst

JP Morgan Chase
10.2020 - 06.2022

Business/Retail Escalations and Banking

JPMorgan Chase
05.2017 - 10.2020

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Luis Clemente