Lakeisha Boyer
Phoenix,AZ
Summary
Versatile loan processing professional specializing in customer service and bank standards. Excellent communicator and decision maker with a strong eye for detail and a proactive nature. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
6
6
years of professional experience
Work History
Resolutions Specialist III
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11.2022 - Current
- Gathered, organized and input information into digital database.
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced department efficiency through regular training sessions on best practices for handling complex cases.
- Educated customers about billing, payment processing and support policies and procedures.
Loan Servicing Specialist
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03.2022 - 11.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to update accounts.
- Resolved concerns with products or services to help with retention.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Loan Modification Specialist
Computershare
11.2020 - 03.2022
- Set up and completed loan submission packages.
- Communicated with originator and applicant concerning progress of loan file.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Provided quick turnaround times to maintain fast-past schedule.
- Proactively identified solutions for customers experiencing financial issues.
- Collaborated closely with other departments such as collections or loss mitigation to ensure smooth transitions for clients undergoing the modification process.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Customer Service Representative
Computershare
02.2019 - 11.2020
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
Customer Service Representative
TeleTech
04.2018 - 09.2018
- Followed up with customers on unresolved issues.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Education
High School Diploma -
Central High School
Phoenix, AZ05.2015
Skills
- De-escalation Techniques
- Refund Processing
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
Timeline
Resolutions Specialist III
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11.2022 - Current
Loan Servicing Specialist
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03.2022 - 11.2022
Loan Modification Specialist
Computershare
11.2020 - 03.2022
Customer Service Representative
Computershare
02.2019 - 11.2020
Customer Service Representative
TeleTech
04.2018 - 09.2018
High School Diploma -
Central High School
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