DAHRRA MAUPINS

WAYFAIR | Large Parcel Assembly Expert (LPAX)
July 2021 – Present

● Manage 75+ customer inquiries daily, researching complex issues, interpreting established procedures, and delivering accurate resolutions within required service expectations.

● Collaborate with fulfillment and logistics teams to investigate escalated issues, coordinate follow-up, and reduce repeat contacts.

● Monitor internal policy and process changes through Tiger Team communications and effectively communicate updates to team members.

● Identify recurring issues and opportunities for improvement through team feedback, contributing to SOP updates and process improvements that support efficiency and customer outcomes.

● Support HR policy implementation and team compliance initiatives while maintaining consistency with established company standards and procedures.

U.S. BANK | Senior Mortgage Representative
September 2017 – February 2021

● Managed 75+ inbound calls daily involving loan servicing, insurance, escrow, repayment plans, and other account matters in a highly regulated environment.

● Reviewed account information against investor requirements, identified discrepancies and issues requiring follow-up, and resolved escalated inquiries accurately and efficiently.

● Interpreted complex mortgage documentation, financial requirements, and policies and translated information into clear guidance for customers and internal stakeholders.

● Maintained accurate account documentation while balancing multiple priorities, established deadlines, compliance requirements, and service expectations.

● Consistently met compliance and customer-service performance expectations in a high-volume operational environment.

USPS | Rural Carrier Associate (RCA)
October 2015 – September 2017

● Managed assigned delivery routes while maintaining accurate, timely service and adapting to changing operational priorities.

● Maintained detailed records and adjusted quickly to changing schedules, workload demands, and service requirements.

EXPRESS SCRIPTS | Prior Authorization Representative
May 2013 – June 2017

● Processed prior authorization requests according to pharmacy benefit plans and regulatory requirements, maintaining accuracy and detailed documentation.

● Reviewed information for completeness and requirements, communicated benefit information clearly, and resolved issues within established processes.