Lakhesha Coleman
Duncanville
Summary
I am a highly motivated, results driven Associate with extensive experience in Mortgage Underwriting, Quality Assurance, Auditing and Customer Service who is seeking an opportunity to add value to a growing organization. With my proven skills, and experience I have proven that my ability to handle inquiries, resolve issues, while being skilled in communication, problem-solving, and adaptability would make me a strong team collaborator focused on achieving company targets and maintaining high standards. I am someone who is reliable and flexible, so I am ready to meet changing needs and deliver results!
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Associate
United Health Group, Optum
10.2022 - 10.2024
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered customer calls promptly to avoid on-hold wait times
- Audited and reviewed government documents
- Offered advice and assistance to customers, while paying attention to special needs and wants
- Responded to customer calls and emails to answer questions about products and services
- Handled billing and payment issues following guidelines, resolving disputes properly
- Processed pharmacy orders and refills; Prior Authorization; Medicare
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
At Home Mom / Student
01.2018 - 09.2022
- Met academic standards and expectations to maintain school enrollment.
- Adhered to strict time-management schedule to meet deadline requirements for assignments, quizzes, tests and other measures of comprehension.
- Demonstrated comprehension of textbooks and other assigned reading materials via written and oral presentations.
- Attended regularly scheduled instructional classes, taking organized notes and interacting positively.
Quality Assurance Analyst
Starkey Mortgage
03.2017 - 12.2017
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership
- Fixed identified issues to improve workflows
- Mortgage appraisal and loan reviews on (FHA, FNMA, VA, USDA, Conventional, HELOC)
- Calculate Income
- Review credit in detail for risk management
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Loss Mitigation Underwriter
US Bank
06.2016 - 12.2016
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership
- Fixed identified issues to improve workflows
- Mortgage appraisal and loan reviews on (FHA, FNMA, USDA, VA and HELOCS)
- Calculate Income
- Review credit in detail for risk management
- Conducted regular audits of loss mitigation files to ensure accuracy, completeness, and adherence to internal policies and regulatory guidelines.
- Successfully completed numerous loan modification requests resulting in borrowers'' ability to retain their homes.
Mortgage Underwriter
USAA Federal Savings Bank
10.2012 - 08.2015
- Worked with processing team members to communicate errors and obtain missing information for current applications
- Maintained mortgage program compliance with federal agencies offering VA and Conventional loans
- Determine credit risks by reviewing files in advance and comparing data against internal checklists and guidelines
- Balanced risk against profitability to make optimal business decisions
- Evaluated loan applications and made careful determinations based on creditworthiness, assessing risk and establishing loan conditions
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines
- Approved or denied loans based on established criteria and underwriting guidelines.
- Identified possible fraud risks through meticulous evaluation of application materials, protecting both lenders and homebuyers from potential losses.
Education
No Degree - Psychology
Cedar Valley College
Lancaster, TXNo Degree - Psychology
Dallas Baptist University
Dallas, TXHigh School Diploma -
Lincoln High School
Dallas, TXSkills
- Microsoft Word
- Communication
- Order Processing
- Conflict Resolution
- Critical thinking
- Strong problem-solving
- Interpersonal Skills
- Analytical skills
- Asset Review
- Quality Control
- Credit Analysis
- Customer Retention
- Customer Service
- Microsoft Excel
- VA / FHA / USDA / CONV
- Income Calculation/Auditing (Tax Returns, Retirement, Disability, W2, SSI, Basic Pay/ Allowances)
Certification
High School Diploma, Lincoln High School, Dallas, TX
Timeline
Customer Service Associate
United Health Group, Optum
10.2022 - 10.2024
At Home Mom / Student
01.2018 - 09.2022
Quality Assurance Analyst
Starkey Mortgage
03.2017 - 12.2017
Loss Mitigation Underwriter
US Bank
06.2016 - 12.2016
Mortgage Underwriter
USAA Federal Savings Bank
10.2012 - 08.2015
No Degree - Psychology
Cedar Valley College
No Degree - Psychology
Dallas Baptist University
High School Diploma -
Lincoln High School
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