Martha Hernandez

  • Anaheim CA

Administrative Clerk


Dedicated Administrative and Customer Service Clerk who has achieved success in more than one position by utilizing resources available and acquiring knowledge to obtain senior or supervisor positions.

Work History

Work History
May 2008 - Jun 2012

Customer Services Representative

Court Collection Specialist
  •  Updated defendant accounts and information on a daily basis.
  • Managed incoming and outgoing calls for busy office.
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Made copies, sent faxes and handled all incoming and outgoing correspondence.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Responsible for taking customer payments in a timely manner and guaranteeing high level of customer service.
  • Interpreted and relayed legal information in a clear format for clients.
  • Composed and typed routine letters of correspondence.
May 2003 - Nov 2007

Senior Loan Processor

Countrywide/Full Spectrum Lending
  • Support 8 employees at all levels, including executive leadership.
  • Advised top management on appropriate employee corrective actions.
  • Delivered prompt, accurate and excellent customer service.
  • Verified that the legal formalities were completed prior to closing dates.
  • Assisted senior-level credit officers with complex loan applications.
  • Prepared correspondence, accounting and financial documents for analysis.
  • Earned the Loan Processor of the Year Award for 2006 and 2007
  • Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
  • Performed daily maintenance of the loan applicant database.
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
  • Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports
  • Researched insurance information and flood certificates.
Aug 1999 - Sep 2002

Motor Vehicle Field Representative

Department of Motor Vehicles Santa Ana
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Managed cash stock and inventory balances accurately.
  • Verified that information in the computer system was up-to-date and accurate
  • Processed confidential personal information.
  • Administered written drivers exams



Interpersonal Skills

Over 20 years experience working with customers from different cultures and diverse backgrounds.

Strong Problem Solver

Handling of unusual or complicated departmental issues leading to improved customer service.


45 WPM

Report and Document Development

Created reports or documents that improved or instilled procedures in department.

Business Writing

Sending correspondence to customers or company wide emails that communicate clearly and concisely.

Mail Management

Sort and distribute correspondence to correct department and/or person.  Collection of outgoing mail and shipped parcels to meet pickup deadlines.


Collection of 5, 10 and 30 day delinquent accounts by phone, mail, and skiptracing procedures

Cash Management

Processing cash, check and credit card payments.  Balancing till drawer with minimum balance of $8k daily with only 2% error rate.


Jan 2013 - Jun 2013

Human Resources Management

University of Phoenix
  • Fundamentals of Human Resource Management

  • Employment Law

May 2009 - Nov 2009

Business Administration

PSI-Santa Ana College 

Certificates of Completion:

  • Effective Communication

  • Preparing for Supervision
  • Problem Solving and Decision Making