Shonkayvea Dean
Phoenix
Summary
Resourceful Mortgage Servicing Specialist known for high productivity and efficient task completion. Possess specialized skills in loan servicing software, compliance regulations, and customer service management. Excel using communication, problem-solving, and time management abilities to enhance operational efficiency and client satisfaction.
Attentive Loan Specialist with background in assessing credit history data and finding appropriate solutions perfect for customer needs. Ready for new position where loan evaluation background can be best utilized.
Overview
11
11
years of professional experience
Work History
Mortgage Servicing Specialist
Servbank
Phoenix
04.2025 - Current
- Advised customers on how to avoid delinquency through budgeting techniques.
- Prepared reports summarizing account activity for management review.
- Analyzed delinquent mortgages for potential foreclosure proceedings or loan modification options.
Data Analyst
Ranstand
Phoenix
11.2022 - 06.2023
- Analyzed transcripts of customer service calls to identify and rank customer service issues
- Performed complex SQL queries to extract data from the database
- Repurposed existing data sets to incorporate new features and analytics, expanding the use of analytics across the organization
- Review calls and input data into system.
Care guide
Oscar Health
Phoenix
06.2021 - 07.2022
- Communicated with customers daily, provided friendly and courteous service, and answered questions.
- Answer questions about health insurance.
- Verify insurance coverage by telephone or online to guarantee proper reimburse of benefits and estimate patients financial responsibilities.
- Process medical claims.
- Take inbound calls.
- Make out bound calls to provider or facility.
Customer Services Representative
Freedom Financial Network
Tempe
09.2019 - 06.2020
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Worked in a call center environment handling manual and automatically dialed outbound calls.
- Negotiate settlement with creditors.
- Send money to creditors based on settlement and payment plan for client.
Bill Collector
First Financial Asset Management
Phoenix
10.2016 - 07.2018
- Use the internet, credit bureaus, post office, or neighbors to find customers with overdue bills. This process is called 'skip tracing'.
- Notify customers by mail, phone, or in person.
- Try to negotiate a payment plan or partial payment.
- Explain the terms of the contract or sale to the customer.
- Understand why the bill is overdue and try to find a solution.
- Provide credit advice or refer customers to a debt counselor when appropriate.
- Keep records of customer communications and collection efforts.
- Follow up with customers to ensure payments are made on time.
Data Entry Clerk
CBC Innovis
Tempe
01.2015 - 04.2016
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using a 10-key pad.
- Verified accuracy of data before transcribing.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Monitored database updates and verified for correctness.
Education
Diploma -
Compadre high school
TempeSkills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Microsoft excel
- Microsoft word
- Skip tracing
- Mortgage analysis
- Financial negotiation
- Problem solving
- Attention to detail
Timeline
Mortgage Servicing Specialist
Servbank
04.2025 - Current
Data Analyst
Ranstand
11.2022 - 06.2023
Care guide
Oscar Health
06.2021 - 07.2022
Customer Services Representative
Freedom Financial Network
09.2019 - 06.2020
Bill Collector
First Financial Asset Management
10.2016 - 07.2018
Data Entry Clerk
CBC Innovis
01.2015 - 04.2016
Diploma -
Compadre high school