Mickie Martinez
Gilbert
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Care Professional II
Zurich North America
12.2019 - 04.2025
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Mortgage Loan Processor/ Loan Doc Specialist 4
Wells Fargo
10.2012 - 12.2019
- Responsible for processing and compliance of home equity applications
- Ensure correct documentation is obtained to include ordering title and appraisal
- Prioritizing and/or managing assigned pipeline to meet anticipated closing dates
- Maintain strong multi-tasking and prioritizing skills to ensure all applications are processed in a timely and efficient manner
- Ability to manage work load in a timely manner as to meet customer deadlines and performance metrics
- Provide timely and clear communication to clients as needed
- Ensure all compliance and underwriting guidelines are met
Inbound Sales Specialist 3, Market Support Consultant 2, Outbound Sales Specialist 2
Wells Fargo
01.2002 - 09.2012
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Supported sales department in handling new subscriber orders, account inquiries and assigned tasks.
- Documented details of calls and customer interactions.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Responded to customers within required turnaround times.
- Performed work in compliance with established regulations, policies and standard operating procedures.
Education
BA - English, Communications
Western State University
Gunnison, COSkills
- Customer satisfaction
- Mortgage lending
- Mortgage underwriting
- Leadership
- Communication
- Sales
- Time management
- Ability to multitask
- Proficient in microsoft
- Inbound call answering
- Complaint handling
- Organization and recordkeeping
- Customer service excellence
Awards
- Service conference award winner
- Gold key award winner
Timeline
Customer Care Professional II
Zurich North America
12.2019 - 04.2025
Mortgage Loan Processor/ Loan Doc Specialist 4
Wells Fargo
10.2012 - 12.2019
Inbound Sales Specialist 3, Market Support Consultant 2, Outbound Sales Specialist 2
Wells Fargo
01.2002 - 09.2012
BA - English, Communications
Western State University
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