Alisha Polo
McLean
Summary
Dynamic Customer Experience Coordinator at Tjmaxx with a proven track record in enhancing customer satisfaction and loyalty. Skilled in problem-solving and data analysis, I excel at optimizing processes and fostering collaboration across teams to drive continuous improvement. My strong communication abilities ensure seamless interactions throughout the customer journey.
Overview
23
23
years of professional experience
Work History
Customer Experience Coordinator
Tjmaxx
09.2024 - Current
- I ensure positive interactions and satisfaction through out the customer journey. I focus on enhancing the overall customer experience by addressing inquires, resolving issues, and implement strategies to improve customer satisfaction and loyalty. My role often involves collaborating with various teams, analyzing customer service feedback, and optimizing processes to create a seamless and positive experience.
- My key responsibilities are:
- Ensuring positive customer interactions
- Analyzing customer feedback
- Collaborating with teams
- Optimizing Processes
- Promoting a customer-centric culture
- My key skills are:
- Excellent communication skills
- Problem-Solving Abilities
- Customer Centric Mindset
- Strong Organizational Skills
- Technical Proficiency for POS credit and survey systems
Administrative Coordinator
Tjmaxx
01.2024 - 09.2024
- I provided crucial support to my organization by managing daily office operations, coordinating administrative tasks, and facilitating communication. I help to ensure a smooth workflow, while handling various administrative duties. I was a vital member of the Organization that ensured the business ran smoothly and efficiently.
- Key Responsibilities:
- Office Management
- Communication
- Record Keeping
- Administrative Support
- Event Planning
- Financial Tasks
- Key Skills:
- Organizational Skills
- Communication Skills
- Technical Proficiency
- Problem-Solving Skills
- Time Management Skills
- Customer service Skills
Executive Assistant - Head of marketing and communications
Paradigm LABS - 1863 Ventures
01.2022 - 01.2024
- I provided high-level Administrative and Organizational support to the CEO. I managed the company and personal ceo’s calendar and email. I provided scheduling and travel arrangement support. As the head of communications I oversaw our internal and external plan of strategy for communications. Ensuring a cross platform communication strategy was maintained.
- Key Responsibilities :
- Strategic Communication Planning
- Media Relations and Publicity
- Internal Communications
- Crisis Communications
- Leadership and team Management
- Strong Communication Skills
- Meeting Coordination
- Confidentiality
- Key Skills:
- Organizational Skills
- Communication Skills
- Time-Management Skills
- Problem-Solving Skills
- Technical Skills
- Interpersonal Skills
- Discretion
Mortgage Loan Processor
Draper & Kramer Mortgage
01.2020 - 01.2022
- I managed the administrative and documentation aspects of mortgage loan applications. Ensuring they are complete, accurate, and compliant with lending guidelines. I gathered, verified, and submit loan documents, communicate with various parties involved, and prepare files for underwriting and closing.
- Key Responsibilities:
- Document Collection and verification
- Loan Application Processing
- Communication and Coordination
- Compliance and regulation
- File preparation and submission
- Problem-Solving
- Essential Skills:
- Attention to details
- Communication Skills
- Organizational Skills
- Problem-Solving Skills
- Knowledge of Lending Regulations
Mortgage Loan Processor
City Lending Inc
04.2019 - 06.2020
- I was in charge of gathering the proper documents required to file for a mortgage loan. My duties included reviewing the loan application and ensuring all the proper information has been completed accurately. I organized and compiles any missing documents to prepare the loan file for underwriting review.
- Key Responsibilities:
- Ordering Title, insurance, appraisal, verifications need es, tax transcripts, and credit supplements
- Familiar with mortgage operating systems such as encompass, byte, caylx and fannie and freddie automated underwriting programs. I.e. DU/DO and LP
- Comfortable reading appraisals, Title, and insurance to ensure no errors are made potentially slowing down the process of loan closing.
- Essential Skills
- Attention to detail
- Communication Skills
- Organizational Skills
- Problem-Solving Skills
- Knowledge of lending regulations and guidelines.
Loan Processor Assistant to the Operations manager.
A&D Mortgage
04.2017 - 07.2018
- I assisted the operations manager with the companies entire pipeline. I was responsible for ordering all FHA loan case numbers and getting the file asigned with FHA . I took over the disclosure process half way through employment there. I was responsible for making sure each loan was disclosed properly. Ensuring the file was priced correctly, the loan was locked or registered floating, and finally confirm all the added on fees for appraisal Title taxes and other required fees had been disclosed properly before issuing the loan disclosures for e signature.
- Key Responsibilities
- Attention to detail
- Knowledge of fees and taxes for loan disclosure
- Knowledge of the loan pricing procedure.
- Knowledge of the loan locking procedures.
- Tecnically Inclined to handle the various systems platforms and web based tools used to price, lock, and disclose a loan disclosure package to the borrower.
- Time Management Skills
- Organizational Skills i.e. Excel sheets Word documents
- Microsoft Office I.e. excel power point word
- Adobe editor
- Key Skills
- Organizational systems
- Time management
- Attention to detail
- Problem-solving
- High paced environment capabilities
- Communication skills
- Hard work ethic
Loan Setup Coordinator
Fairway Independent Mortgage Corp
06.2016 - 06.2017
- I was responsible for initiating the loan process by reviewing documents, ensuring completeness, and preparing loan files for processing. I was required to have strong organizational and communication skills to handle a high volume of work while collaborating with various stakeholders including loan officers, loan Processors, and underwriters. I was specialized in inputting information into the loan operating system while also maintaining strict guidelines are followed to ensure each loan meets the company polices and state regulations.
- Key Responsibilities:
- Reviewing the loan application
- Data entry
- Document Management
- Communication
- Compliance
- File preparation
- Problem identification
- Pipeline management
- Coordination
- Key skills and qualifications :
- Experience previous 6-8 years in mortgage
- Knowledge of the Mortgage process products and industry regulations.
- Attention to detail
- Communication
- Organization
- Problem-solving
- Teamwork
- Compliance (quality control)
Loan Officer Assistant to the branch manager
Benchmark Mortgage
01.2011 - 06.2016
- As the loan officer assistant I supported the branch manager by handling administrative and clerical tasks related to the mortgage loan process. I assisted with tasks like reviewing the loan application and supporting client documentation. I followed up with clients and coordinated with the loan officer process and underwriter to ensure a smooth operation of the loan process. Starting with application until closing is reached.
- Key Responsibilities :
- Assisting with loan application
- Document Management
- Client Communication
- Coordination
- Follow up
- General administrative tasks
- Database Management
- Key Skills & Qualifications
- Strong Organizational and time Management Skills
- Excellent Communication and interpersonal Skills
- Attention to detail
- Proficiency in Microsoft Office
- Knowledge of Mortgage origination and process regulations.
- Problem-Solving Skills
- Customer Service Skills
Assistant Manager of Operations
Stoney Creek Roller Rink & Fun Center
01.2003 - 10.2012
- I assisted the manager in planning, coordinating, and executing daily operational activities to ensure efficiency and effectiveness. I helped to implement policies, manage staff, and contribute to process improvements in the organization. I supervised staff, oversaw budgets and billing, and overall managing the workflow of the space. ( an acre under roof )
- Key Responsibilities :
- Supervision and Coordination
- Process Improvement
- Budget Management
- Record Keeping and reporting
- Compliance
- Problem-Solving
- Staff training and development
- Cross function collaboration
- Key Skills:
- Organizational Skills
- Communication Skills
- Problem-Solving Skills
- Leadership skills
- Technical skills
Intern Administrative Assistant to the Head of Customer Care for Central America
Digicel Telefonica
01.2010 - 06.2010
- I provided general administrative support to the head of the customer care center for Central America. I responded to email, answered calls, organized documents. I implemented a new digital filing system for their business account holders. I took the paper file based filing cabinet system and scanned uploaded each client file into a new database via data entry and organized documents for each customer accounts by business. I was responsible for meeting minutes and power points used in the weekly call center productivity meetings.
- Key Duties:
- Communication
- Scheduling
- Filing and organization
- Document Prep
- Office Management
- Visitor Support
- General Support
- Key Skills & qualifications:
- Strong organizational and time management
- Excellent communication and interpersonal skills
- Proficiency in computer software
- Attention to detail and accuracy
- Ability to multitask and prioritize task
- Discretion and professionalism when handling confidential information.
Education
Associate - Business Administration
Lord Fairfax Community College
01.2009
Advanced Studies High School Diploma - Advanced Studies
Central High School
Woodstock01.2007
Skills
- Retail Management
- Problem-solving
- Mortgage processing
- Multi tasking
- Operations
- Operations Management
- Leadership
- Problem Solving
- Communication
- Collaboration
- Adaptability
- Compliance
- Reporting
- Data Analysis
- Technical Skills
- Organizational skills
- Team development
- Retail sales
- Customer service
- Customer satisfaction
- Customer experience
- Customer relationship management
- Issue resolution
- Process optimization
- Data analysis
- Customer feedback
- Time management
- Team collaboration
- Communication strategies
- Event planning
- Office management
- Problem solving
- Attention to detail
- Cross-functional coordination
- Opening and closing procedures
- Logistics management
- CRM software proficiency
- Promotions experience
- Feedback collection
- Experience optimization
- Training and coaching
- Patience and composure
- Returns policies
- Trend monitoring
- Direct sales
- Teamwork
- Policy improvement
- Client advocacy
- Customer service excellence
- Continuous improvement
- POS systems and ordering platforms
- Verbal and written communication
- Policy adherence
- MS office
- Retail marketing
- Multitasking and prioritization
- Complaint resolution
- Interpersonal skills
- Data entry accuracy
- Team building
- Multi-line phone systems
- Customer education
- Database management
- Multitasking Abilities
- Transaction processing
- Issue and complaint resolution
- Professional demeanor
- Store maintenance
- Office equipment proficiency
- Stress tolerance
Accomplishments
- Martin P Krouse Scholarship
- I wrote a paper regarding becoming a newly teen mother and won first place for the scholarship fund for the year I graduated high school in 2007
- Internship with Digicel Telefonica
- I was personally invited to attend my step aunts work location abroad in Panama City Panama in 2010. I was employed as an intern for 6 months as that was the length of the visa I could obtain to stay in the country. I had been invited for longer but was unable to stay. During this time I acted as an administrative assistant to the head of customer care for all of Central America. I worked out of their corporate location in Panama Panama. I overhauled their filing system into a digital system during my internship. I spent my days doing data entry scanning uploading and converting their business accounts from paper to digital files. I additionally helped compile weekly reports and presentations of the call centers ticket time response numbers and other information that was important to the meetings. I compiled meeting minutes and started a system that was taken over by another when I left. Both were fully completed on my exit.
Languages
English | C1, Spanish | A2
ADVANCED STUDIES DIPLOMA
- College dual enrollment coursework
- I was one of few dual enrollment high school students while being a teen mom and finishing my high school degree. I took a total of 4 courses that were for college credits due to completing my high school course work early. I also maintained advanced studies course work thus obtains advanced studies degree for my high school diploma.
Timeline
Customer Experience Coordinator
Tjmaxx
09.2024 - Current
Administrative Coordinator
Tjmaxx
01.2024 - 09.2024
Executive Assistant - Head of marketing and communications
Paradigm LABS - 1863 Ventures
01.2022 - 01.2024
Mortgage Loan Processor
Draper & Kramer Mortgage
01.2020 - 01.2022
Mortgage Loan Processor
City Lending Inc
04.2019 - 06.2020
Loan Processor Assistant to the Operations manager.
A&D Mortgage
04.2017 - 07.2018
Loan Setup Coordinator
Fairway Independent Mortgage Corp
06.2016 - 06.2017
Loan Officer Assistant to the branch manager
Benchmark Mortgage
01.2011 - 06.2016
Intern Administrative Assistant to the Head of Customer Care for Central America
Digicel Telefonica
01.2010 - 06.2010
Assistant Manager of Operations
Stoney Creek Roller Rink & Fun Center
01.2003 - 10.2012
Associate - Business Administration
Lord Fairfax Community College
Advanced Studies High School Diploma - Advanced Studies
Central High School
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