Alana Ortiz Sostre
Toa Baja
Summary
Dedicated and compassionate professional with a diverse background in servicing, childcare, and hospitality, aspiring to become a counseling therapist. Possessing a strong foundation in communication, empathy, and interpersonal skills cultivated through years of engaging with clients from various backgrounds and age groups. Skilled in managing complex situations with empathy and solution-focused approach. Committed to making a positive impact as a future professional counselor.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Mortgage Servicing Specialist
Banco Popular
Guaynabo
04.2022 - Current
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Handled routine and complex inquiries from customers, title companies and vendors each day.
- Ensured accurate and current client account information by consistently updating records in company databases.
- Efficiently resolved customer complaints by actively listening and promptly taking appropriate steps to resolve them.
- Conducted regular tasks involving data entry, such as ensuring accurate and up-to-date account information in the system.
- Ensured compliance with federal, state, and local regulations pertaining to mortgage servicing.
- Assisted customers with inquiries related to their loans and payments.
Babysitter/Nanny
Sitters for Your Kids
Guaynabo
04.2020 - 10.2021
- Tailoring activities based on the individual needs of each child under care.
- Encouraging healthy physical activity by taking walks together or playing games outside.
- Assisted parents in guiding older children with homework assignments.
- Developing creative ways to encourage learning through everyday experiences.
- Assisting with meals, snacks, and bedtime routines for the children.
- Establishing trust through consistent communication with both parents and kids.
Waitress/Host/Bartender
La Pizzeria by Nana's
Cataño
08.2018 - 04.2020
- Processed payments accurately using cash registers or POS systems.
- Developed positive relationships with regular customers through friendly conversation.
- Delivered exceptional customer service by promptly handling and resolving any complaints or concerns.
- Ensured cleanliness of work station by restocking supplies and wiping down counters.
- Provided support to team members during busy periods of customer influx.
- Streamlined reservation and to-go order process for enhanced customer experience and restaurant efficiency.
Education
Master of Arts - Counseling
Universidad Central De Bayamón
Bayamón05-2026
Bachelor of Science - Natural Sciences
Interamerican University
San Juan06-2024
Skills
- Microsoft Office
- Problem Resolution
- Customer Relations
- Analytical and Critical Thinking
- Time Management
- Active Listening and Learning
- Bilingual
- Customer service-focused
Languages
Spanish
First Language
English
Proficient (C2)
C2
Certification
- APTECO, August 2024
"A Look at Acceptance and Commitment Therapy for Anxiety Disorders"
- Puerto Rico Army National Guard, August 2024
"The Power of Financial Emotions"
- Puerto Rico Army National Guard, May 2024
"Digital Parenting"
- Puerto Rico Army National Guard, April 2024
"The Journey through Grief and Loss"
- APTECO, April 2024
"The Passion Over Reason: Clinical Management of Borderline Personality Disorder Using Dialectical Behavioral Therapy"
Timeline
Mortgage Servicing Specialist
Banco Popular
04.2022 - Current
Babysitter/Nanny
Sitters for Your Kids
04.2020 - 10.2021
Waitress/Host/Bartender
La Pizzeria by Nana's
08.2018 - 04.2020
Master of Arts - Counseling
Universidad Central De Bayamón
Bachelor of Science - Natural Sciences
Interamerican University
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