Clarissa Lewis
Summerdale
Summary
A Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Agent (Remote)
LiveOps
02.2024 - Current
- Provide exceptional customer service to clients needing assistance with healthcare, insurance, and retail tax inquiries, ensuring a positive and helpful experience
- Assist a high volume of customers daily, maintaining a positive attitude and prioritizing customer satisfaction
- Demonstrate strong attention to detail, organization, and the ability to manage multiple tasks and projects simultaneously, ensuring efficiency and accuracy
- Address customer account discrepancies and concerns, resolving issues promptly and effectively to maintain trust and satisfaction
- Investigate and resolved accounting, service, and delivery concerns, ensuring that all problems were handled efficiently and professionally
- Work productively in a fast-paced environment, processing a high volume of claims while maintaining quality and meeting deadlines
- Maintain confidentiality of patient finances, records, and health information, adhering to privacy and regulatory standards
- Calculate adjustments, premiums, and refunds, ensuring accuracy in all financial transactions
- Reprocess, adjudicate, and provide detail information on claims, ensuring all queries were handle with accuracy and clarity
Senior Loan Officer/Processor
United Financial Group
10.2007 - 12.2023
- Provided comprehensive support to loan officers and underwriting teams, ensuring the prompt and accurate processing of mortgages
- Submitted loan applications to underwriters for verification and recommendations, ensuring thorough review and compliance
- Originated, reviewed, processed, and closed customer loan proposals, maintaining efficiency and accuracy throughout each stage
- Examined customer loan applications to assess eligibility for loan approvals or denials, ensuring adherence to lending guidelines
- Advised clients on mortgage, education, and personal loans, offering expert guidance to help them make informed financial decisions
- Built and maintained strong relationships with customers, delivering high levels of customer service and ensuring client satisfaction
- Negotiated loan terms to achieve favorable outcomes for both customers and lenders, balancing client needs with lending requirements
- Compiled closing packages for drafting and presentation, ensuring accuracy and completeness
- Monitored loan pipelines to track and log the status of loans, ensuring timely progress and resolution
- Proactively identified solutions for customers experiencing credit issues, providing personalized guidance and support
- Analyzed potential risks and evaluated loan products to determine the most suitable options for each customer’s financial situation
- Processed loan applications and monitored progress from start to finish, maintaining clear communication with all stakeholders
- Managed escrow and ordered title reports, ensuring smooth transaction processes and legal compliance
Office Manager
United Flooring, Inc.
03.2020 - 10.2022
- Built and led a strong, resilient team by identifying and onboarding highly qualified candidates for key roles, ensuring the team’s effectiveness and growth
- Managed office inventory by overseeing the ordering, requisitioning, stocking, and receiving shipments, maintaining optimal inventory levels
- Set clear targets and communicate objectives to team members, ensuring alignment and focus on achieving team goals
- Maintained positive customer relations by proactively addressing issues and implementing successful corrective actions to ensure customer satisfaction
- Recruited, interviewed, and hired employees, establishing a mentoring program to foster positive feedback, engagement, and career development
- Established team priorities, managed schedules, and monitored performance, ensuring efficient operations and achievement of key performance metrics
Staffing Coordinator, Nursing Administration
Dignity Health Sacramento
06.2019 - 10.2020
- Accurately assessed and managed staffing needs, including reallocating staff between departments and facilities to ensure efficient coverage
- Utilized organizational call order to implement hospital convenience protocols under the direction of the manager or Administrative Nursing Supervisor (ANS), while ensuring accurate updates to the employee time and attendance database
- Communicated effectively with all facilities, notifying them of staffing changes, sick calls, and staff reallocation between units or hospitals
- Collaborated with facility ANS to address specific clinical needs across hospital and skilled nursing facility (SNF) locations
- Maintained and analyzed staffing reports, including attendance records, and coordinated supplemental coverage for care units in partnership with the manager or designee and ANS
- Managed supplies, equipment, and resource materials for care units, ensuring the availability of necessary items
- Supported Manager/Director with various projects, procedure improvements, and forms development aimed at enhancing departmental efficiency
- Filed registry profiles and provided requested details to facilities in a timely manner
- Performed additional duties as assigned, maintaining a high standard of professionalism and efficiency
Senior Loan Processor
Hilltop Mortgage
05.2005 - 10.2007
- Performed quality control checks on completed loan packages to ensure accuracy before submission for final approval, maintaining high standards of quality
- Provided critical support to loan officers and underwriting teams by ensuring the timely, accurate, and efficient processing of mortgage applications
- Reviewed and verified borrower information, including income, credit reports, employment history, property appraisals, and title insurance details, in preparation for loan closings
- Delivered exceptional customer service by being readily available to clients via phone or email, addressing any questions or concerns regarding their mortgage products
- Requested and reviewed necessary documentation, such as credit reports, reference checks, and other information, to assess loan applicants’ eligibility
- Attended industry events to network with professionals and stay current with market trends and regulatory changes
- Ensured compliance with company policies and underwriting guidelines, maintaining strict adherence to industry regulations
- Created financial analysis reports for commercial real estate, including borrower financial statements, lease reviews, and market research, to support loan decisions
- Assisted commercial loan officers with SBA, construction, and other commercial property loans by analyzing financial documents, ordering third-party reports, and ensuring compliance with lender credit guidelines
- Built and maintained strong relationships with peers in lending, retail banking, and other support areas, fostering a collaborative environment to enhance team efficiency
- Assisted clients in gathering necessary documentation for loan applications, such as tax returns, bank statements, and employment verifications, ensuring the completeness of the application
- Analyzed applicants’ financial status, creditworthiness, and property evaluations to determine loan feasibility and risk
Education
Bachelor of Science - Legal Studies
National Paralegal College
Phoenix, AZ11.2022
Skills
- Training New Staff
- Inventory Management
- Written Communication
- Problem-Solving
- Service-oriented
- De-Escalation Techniques
- Organization
- Operation Management
- Effective Communication
- Time Management
- Payment Processing
- Conflict Resolution
- Self-Starter
- Detailed-oriented
- Customer service
Certification
NMLS #1206204, Pending
Timeline
Customer Service Agent (Remote)
LiveOps
02.2024 - Current
Office Manager
United Flooring, Inc.
03.2020 - 10.2022
Staffing Coordinator, Nursing Administration
Dignity Health Sacramento
06.2019 - 10.2020
Senior Loan Officer/Processor
United Financial Group
10.2007 - 12.2023
Senior Loan Processor
Hilltop Mortgage
05.2005 - 10.2007
Bachelor of Science - Legal Studies
National Paralegal College
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