Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Mendoza

Fontana,CA

Summary

Motivated representative with over 7 years’ experience in an ever-changing and challenging environment. Dedicated to maintaining satisfaction and contributing to company success. Personable and responsible, solid team player with a great positive attitude. Excellent communicator, with extensive experience working in a demanding environment as a Title Coordinator and Customer relationship manager.

Service-oriented Claims Adjuster skilled at applying creative approaches to solving complex problems. Adept at developing profitable and quality-focused processes.

Detail-oriented Examiner with 1 year of experience. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills. Thorough understanding of claims process and fraud investigation. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

16
16
years of professional experience

Work History

Senior Claims Analyst

Bank of Americas
04.2011 - 03.2025
  • Responsible for reviewing titles and certified to clear conditions in home loan fulfillment.
  • Reached out to title and escrow companies and order the preliminary title reports, wire instructions and closing protection letters.
  • Review the title search to ensure it is correct and properly executed and that the title is in good order.
  • Verify the title commitment from an insurer to make sure title insurance correct. If we need changes made I work with the title and escrow company to get the changes made.
  • Review Titles for judgments, liens, vesting and make sure everything is in order for closing.
  • Work with loan officers, processors, underwriters and title/ escrow companies to ensure our customer has the best experience with our company.
  • Maintain and monitor my own pipeline of loans, which ranges from 25-70 loans.
  • Train several of my team members and assist with day to day questions.
  • Work with my teammates to help improve our work flow.
  • Currently on the Employee Engagement team, which helps to improve the morale of our department and puts on events to promote inclusion.
  • Started at Bank of America in Collections then transferred to being a customer relationship manager in 2012.
  • From 2012 to 2015 I worked as a customer relationship manager in NACA Advocacy and Bankruptcy/Litigation and Multiple lien group. There I would discuss the documents needed to process a loan modification with customers.
  • From there I transferred to Centralized Operations Support as a Title Coordinator in 2015.
  • Interacted with clients and employees, which helped cultivate positive working relationships.
  • Maintained strict confidentiality with all personal data as per company guidelines.

Customer Assistant

AT&T
02.2009 - 04.2011
  • Answer incoming calls and provide customer assistance for registration, email creation, DSL physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting.
  • Interacted and coordinated with other departments for training and developing policies
  • Basic computer operations PC and hardware troubleshooting.
  • Mentor new employees.
  • Acting manager for 3 months while my manager was out.
  • Reviewed my teams call monitors and went over their development plans with them; I preformed all his management duties except disciplinary action.
  • Promoted to a team lead after 3 months of starting their with no technical support experience.
  • Top performer and went over calls with my team mates to help improve their customer service skills.
  • As a lead, I took manager escalation calls to fix customer issues and turned their experience from a negative to a positive one.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Developed strong rapport with customers and created positive impression of business.

Education

Associate of Arts - Business Management and Organizational Behavior

Chaffey College
Rancho Cucamonga, CA
01-2027

Skills

  • Experienced in utilizing Microsoft Excel, Word, and PowerPoint effectively
  • Strong analytical and problem-solving skills
  • Collaboration with diverse teams
  • Multitasking Abilities
  • Fraudulent claims investigation
  • Claims resolution

Timeline

Senior Claims Analyst

Bank of Americas
04.2011 - 03.2025

Customer Assistant

AT&T
02.2009 - 04.2011

Associate of Arts - Business Management and Organizational Behavior

Chaffey College

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Tracy Mendoza