2018
AB Mass Communication
Pamantasan ng Lungsod ng Muntinlupa
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Hi! I am Lerma, 29 years old. I currently reside in Muntinlupa Philippines. I am a graduate of AB Mass Communication. I am a dedicated and results-driven professional with a strong background in customer support, communication, and administrative operations. As a multilingual speaker of Spanish, English, and Tagalog, I take pride in my ability to connect with diverse customers and provide clear, empathetic assistance across different languages. Over the years, I have built a career I am truly proud of, one grounded in consistency, reliability, and a genuine commitment to helping people. I thrive in fast-paced environments, adapt quickly to new systems, and bring a calm, customer-focused presence to every interaction. My experience has strengthened not only my technical skills but also my confidence in handling challenges, collaborating with teams, and delivering meaningful results. I take pride in how far I have come, and I am driven to continue growing, learning, and contributing to environments where quality service and excellence matter.
My Skills and Competencies
Transaction Coordinator
Loan Processor
Email Campaigns
Graphic Design
Social Media Management
Creative and Technical Writing
Data Entry
Sales
Certificates
My Experience and Education
2022
-
2023
Centermac Realty
(Transaction Coordinator/ Loan Processor)
Performing administrative and clerical duties for the clients regarding their real estate contracts and transactions. Provide support to loan officer and underwriter teams by ensuring the timely, judicious and accurate processing of mortgages. Review and verify borrowers’ income, credit reports, employment histories, property appraisals and title insurance information to prepare loan applications for underwriting submittal. Ensure compliance with company policies, underwriting guidelines and lending-program requirements.
2016
-
2017
Att Mobile Postpaid
(Sales associate)
Responsibilities:
1. Handle customer requests for payments, activations, upgrades and other services.
2. Handle large volume of customer calls efficiently.
3.Develop innovative ways to sell ATT products and services to customers.
2018
-
2018
Hotels.com
(Customer Hospitality Expert)
Responsibilities:
1. Take customer calls and complete their hotel reservations.
2. Address and resolve customer concerns about their hotel bookings promptly.
3. Outbound calls to Hotel vendors and negotiate in behalf of the customers regarding booking requests.
2018
-
2022
5/3 Bank
(Dispute servicing specialist)
Responsibilities:
1. Received calls from direct bank consumers and handle disputes for unrecognized charges, non-receipt of goods, etc.
2. Assure that regulatory timeframes as well as internal Service Level Agreements are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, etc.
2019
-
2022
Allied Solutions, Inc
(Data Entry Associate)
Responsibilities:
1. Performing Outbound Calls to Insurance Agents/Regional offices or utilizing various electronic means such as websites for verification of loan collateral coverage.
2. Ability to read and understand insurance documents for both auto and mortgage, in loan history, to perform the correct task that is needed for that loan while following lender particulars.
3. Needs the ability to be able to multitask to assist the department in meeting our department SLA’s of 95% in 7 days completed.
2022
-
2022
Onstar
(Sales & Billing Advisor)
Job Description:
1. Handle inbound calls regarding products may it be new or existing.
2. Answer member's inquiry about their connected vehicle subscription.
3. Provide strong and accurate explanation about each member's bill.
My Services
Spanish
Multilingual professional fluent in Spanish, English, and Tagalog, providing clear customer support.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.