Reynold Herrera
Toronto,ON
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Adept at cultivating, and maintaining business partnerships, with analytical skill used to further relationships with clients and business partners. Offers strong background in customer relations and communication.
Overview
16
16
years of professional experience
Work History
Concierge
Minto Group
08.2023 - Current
- Enhanced client experiences by providing personalized recommendations and assisting with reservations.
- Streamlined communication between departments, ensuring efficient service delivery to residents.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Improved overall residents satisfaction by consistently exceeding expectations in all aspects of concierge services.
Mortgage Agent/Franchise Owner
Matrix Mortgage Global
06.2015 - Current
- Intake new clients by collecting pertinent information such as NOA's, T2's, T4's, and pay stubs
- Perform assessments on clients' accounts to find the right fitting lenders
- Order appraisal to get actual value of clients' real property
- Stayed up-to-date on current mortgage trends and regulations, ensuring compliant and knowledgeable service delivery.
- Developed strong relationships with real estate agents, builders, and other industry professionals to grow referral network.
- Provided thorough explanations of various mortgage products to clients, assisting them in selecting the best option for their needs.
- Collaborated with underwriters to expedite loan approval processes while maintaining compliance with lending guidelines.
- Maintained a high level of professionalism in all interactions, fostering trust and building long-term client relationships.
- Prepared comprehensive loan packages for submission to lenders, ensuring completeness and accuracy of documentation.
- Market lending products to private and commercial entities.
- Increased loan application approvals by providing detailed and accurate financial assessments for clients.
- Streamlined mortgage application processes for faster turnaround times and higher customer satisfaction rates.
- Negotiated favorable mortgage terms with lenders, resulting in lower interest rates and fees for clients.
Delivery Driver
Henry's Rapid Service
06.2022 - 01.2023
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
- Picked up and received payment from clients
- Tracked kilometers and hours while out on delivery
- Kept record of gas usage and provided receipts
- Maintained strong relationships with clients through proactive communication and personalized service.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Reduced vehicle downtime and repair costs by performing routine maintenance checks and adhering to preventive measures.
- Provided great client care in person, taking clients' complaints and addressing client's concerns.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Delivery Driver
FedEX
10.2016 - 05.2022
- Performed delivery tasks and pick-up of customer material in a polite, resourceful, and professional manner
- Loaded and unloaded a delivery truck through a variety of mechanisms
- Performed mailroom duties
- Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
- Supported warehouse operations when needed, contributing to a well-rounded understanding of company logistics processes.
- Promoted eco-friendly driving habits by minimizing fuel consumption through careful route planning and adherence to speed limits where applicable.
- Completed on-time deliveries by choosing best and most efficient routes.
- Coordinated incoming and outgoing mail
- Operated vehicle for the delivery of mail, supplies, products, and materials
- Maintained route supply inventory to ensure prompt delivery of products to customers
- Provided basic customer service by giving required information.
- Contributed to company growth by cross-selling additional products during deliveries, resulting in increased sales revenue.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Concierge/Security
Group 4 Securities
05.2012 - 05.2017
- Documented and reported daily events
- Monitored and maintained property
- Provided friendly and helpful assistance to clients
- Trained new hires
- Supervised training.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
Billing/Customer Service Rep
Rogers Communication Inc.
05.2008 - 04.2010
- Provided quality client care by solving customers' concerns quickly and efficiently, reducing repetitive phone calls
- Developed a call flow which decreased average handle time (AHT) and business expenditures
- Processed major credit card payments ensuring accuracy in all transactions
- Educated clients on billing statements, services, and applied credits as necessary, exceeding and maintaining customer satisfaction
- Set up and canceled automatic debit payment at clients' request, providing flexible services.
- Streamlined billing processes for improved efficiency and reduced errors.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Provided comprehensive training to new hires on company policies and billing procedures, ensuring seamless integration into the team.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
Education
No Degree - Ontario Pesticide Training And Certification
University of Guelph
Guelph, ON03.2024
Skills
- Administrative Support
- Training and Mentoring
- Effective Problem Solving
- Accurate Record Keeping
- Highly adaptable
- Outstanding customer service
- Professional demeanor
- Bookkeeping
- Reporting Capabilities
- Telephone Etiquette
- Excellent Multitasking
- Effective decision-making
Languages
English
Full Professional
Area Of Expertise
- Exceptional people skill
- Contract drafting and negotiation
- Experienced in MS Office
- Ordering appraisals
- Cash flow analysis
- Underwriting expertise
- Loan documentation
Timeline
Concierge
Minto Group
08.2023 - Current
Delivery Driver
Henry's Rapid Service
06.2022 - 01.2023
Delivery Driver
FedEX
10.2016 - 05.2022
Mortgage Agent/Franchise Owner
Matrix Mortgage Global
06.2015 - Current
Concierge/Security
Group 4 Securities
05.2012 - 05.2017
Billing/Customer Service Rep
Rogers Communication Inc.
05.2008 - 04.2010
No Degree - Ontario Pesticide Training And Certification
University of Guelph
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