Adrianna Washington
Chesterfield,VA
Summary
Dynamic individual with hands-on experience in mortgage and claims. A talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
11
11
years of professional experience
Work History
Mortgage Representative
TRUIST
06.2019 - Current
- Processed mortgage payments and managed loan account inquiries to ensure customer satisfaction.
- Assisted clients in navigating loan modifications and repayment options for optimal solutions.
- Led initiatives to streamline communication between departments, improving service efficiency and response times.
- Provided exceptional customer service by accurately answering questions related to mortgage terms, payments, escrow accounts, taxes, insurance premiums, prepayment penalties.
- Contributed to loss mitigation efforts by evaluating borrower financial circumstances and recommending appropriate workout solutions.
Claims Representative
Conduent
02.2017 - 06.2019
- Processed claims efficiently, ensuring compliance with company policies and regulatory requirements.
- Investigated discrepancies in claims, collaborating with cross-functional teams to resolve issues effectively.
- Providing benefits information
- Fulfill fast pace call volume
- Provided benefits information
- Provided information to inbound customer calls fro members, providers, and internal teams.
- Issuing authorizations
Quality Assurance Analyst
Teleperformance
09.2014 - 01.2017
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of department goals.
- Responsibilities include analyzing calls, emails, and chats, providing constructive feedback to agents, developing process improvements, and ensuring compliance with regulations.
- Listen to recorded calls or live interactions and review written responses to assess agent performance.
Education
High School Diploma -
Meadowbrook High School
Chesterfield, VASkills
- Goal oriented
- Documentation review
- Payment collection
- Sales development
- Relationship selling
- Data interpretation
- Microsoft Products
Timeline
Mortgage Representative
TRUIST
06.2019 - Current
Claims Representative
Conduent
02.2017 - 06.2019
Quality Assurance Analyst
Teleperformance
09.2014 - 01.2017
High School Diploma -
Meadowbrook High School
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