Customer Service Tech; Banking and Mortgage 5 years;

1. Pamela Ortiz
3379 Timber View #14102, San Antonio, TX 78251
210-748-9195
pd.ortiz@yahoo.com
OBJECTIVE
To maximize Customer Service professional skills through the use of extensive experience in
communications, problem-solving skills and computer technology in a company with growth potential.
My strengths include strong organizational skills, detail-oriented, self-starter and time management.
QUALIFICATIONS & SKILLS
 Ten years experience in a financial establishment including five years in the mortgage industry
 Excellent customer-relations background
 Proficient organizational skills
 Experience in handling confidential paperwork
 Ability to work individually and with a group
 Ability to use computer programs proficiently (i.e. Word, Excel, PowerPoint, Access, Business
Operating Systems) and easily learn any business programs involving most computer software
programs
EMPLOYMENT HISTORY
Customer Service Tech 2015- Present
Ibex Global, San Antonio, TX
 Determine trouble-shooting steps by identifying and understanding the customer’s needs with their
internet, telephone, and television services
 Ensure customer satisfaction through effective call resolution in a timely manner
 Educate and offer product features and be nefits by answering questions and setting proper
expectations for customer inquiries
Consumer Loan Underwriter I 2009-2015
Wells Fargo, San Antonio, TX
 Responsible for performing due diligence, such as, analyzing, approving, modifying and
underwriting large, complex mortgage loans
 Ability to capitalize the Corporate Policies and Procedures guidelines intended for FHA and Wells
Fargo Owned loans
 Analyze credit reports, title policies, pay statements, financial worksheets, and foreclosure status
 Utilize strengths in having the ability of using problem solving skills on a daily basis
 Evaluate and negotiate FHA and NSS Appeals loans
Debit Card Fraud Analyst I 2009-2009
Chase, San Antonio, TX
 Accurately and efficiently evaluate all customer transactions with the intent to verify potential
fraudulent accounts
 Maximized extensive problem-solving skills to ensure customer satisfaction
 Experienced in a high volume inbound and outbound call center environment
 Manage decisions and take appropriate actions to minimize fraudulent losses

2. Team Lead/Merchandiser
Academy Sports and Outdoors, San Antonio, TX 2007-2009
 Responsible for managing and maintaining front-end processes and procedures
 Managed opening and closing balances of the end of day business on a daily basis
 Maintain and organized all plan-o-grams for the store
EDUCATION
University of the Incarnate Word College, San Antonio, TX 2009-Present
Northwest Vista Community College 2 Plus 2 Program 1999-2003