Lorna T.
Senior Bilingual Customer Service Specialist
Open to offersNew to PlatformAbout
Lorna T. is a seasoned Bilingual Customer Service Professional with over 13 years of experience in high-volume BPO environments. Fluent in both English and Spanish, she has excelled in managing Spanish-speaking accounts and resolving complex customer escalations while consistently driving high customer satisfaction scores. Currently serving as a Team Leader/Senior Bilingual Specialist at OCWEN/PHH Mortgage Corporation since 2013, Lorna supervises a team in a fast-paced, multilingual environment, handling high-value mortgage accounts. Her responsibilities include delivering bilingual coaching, overseeing team performance, and ensuring compliance with quality and productivity metrics. Armed with a BS in Business Administration from Lyceum of the Philippines University, she is adept at utilizing Microsoft Office 365 and CRM Platforms to enhance operational efficiency and customer service excellence.
Experience
TEAM LEADER / SENIOR BILINGUAL SPECIALIST
OCWEN /PHH Mortgage Corporation · 2013 — PresentSupervised a team of customer service representatives in a multilingual setting managing English and Spanish mortgage accounts. Handled escalated calls and correspondence from Spanish-speaking clients, successfully resolving billing and service issues. Monitored team performance, auditing customer interactions to ensure compliance with service quality and productivity metrics. Delivered bilingual coaching and translation feedback to agents to enhance team CSAT and language accuracy.
Skills & Expertise
Education
- BS in Business Administration, Major in Operations ManagementLyceum of the Philippines University – Intramuros, Manila · 2026 — Present
- Secondary EducationTondo High School, Manila · 1996 — 2000
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