Overview
Work History
Education
Skills
Education
Timeline
Generic

Deoni Westbrook

Tolleson ,AZ

Overview

5
5
years of professional experience

Work History

Underwriting Specialist

Upgrade Inc.
03.2024 - Current
  • Analyze applicants' credit histories and financial information to determine loan eligibility within compliance guidelines.
  • Evaluate each loan application to assess risk, approving or modifying terms as necessary.
  • Input and update loan data in internal systems, ensuring records remained accurate and complete.
  • Monitor industry regulations to ensure all lending decisions complies with federal and state standards.
  • Investigate discrepancies during the loan process, collaborating with applicants for the applicable requested documents.
  • Review requested documents such as W-2s, bank statements, title documents, etc. for accuracy.
  • Ensure proper disbursement of funds at the correct stages of the home improvement process, following appropriate checks and balances.
  • Work directly with applicants to gather missing documentation, clarify terms, and explain decisions, ensuring they understand their options.
  • Partner with contractors, risk, sales, and project managers to help streamline the process and solve any issues that come up.

Resolution Specialist

Upgrade Inc.
09.2022 - 03.2024
  • Escalation team tasked with analyzing root causes of recurring issues to implement preventive measures, reducing the number of future complaints
  • Answer high volume incoming customer calls regarding billing issues, service questions and general concerns
  • Provide feedback on roadblocks or improvement to ensure team productivity and meet customers needs
  • Identifying areas of opportunity for optimizing results and improving customer satisfaction
  • Use critical thinking to break down problems, evaluate solutions and make decisions
  • Develop documentation of implemented solutions and provide supporting personnel
  • Review legal documents and contracts to determine potential conflicts and disputes
  • Daily key contributor to improving training and development
  • Provide coaching and professional development to team members to enhance their knowledge
  • Handle escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process
  • Assist colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed
  • Coordinate with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response
  • Adapt to changing policies and procedures on a constant basis while maintaining high quality of work
  • Assist with new hire training activities as needed

Loan Servicing Specialist

Upgrade Inc.
03.2022 - 09.2022
  • Assist in servicing Personal credit lines and Personal loan products such as processing payments, changing the due, navigating date, cancellation requests, enrolling hardship programs, etc
  • Troubleshooting online account/ dashboard
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center
  • Develop and maintain updated knowledge of collections techniques and procedures
  • Identifying areas of opportunity for optimizing results and improving customer satisfaction
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products
  • Capability of building rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
  • Provide thorough and accurate documentation to customer accounts through communication channels
  • Address customer account discrepancies and concerns
  • Maintain detailed records of customer interactions
  • Measure and maximize staff productivity through metrics and effective workforce management
  • Develop and maintain updated knowledge of collections techniques and procedures
  • Develop and maintain policies and document procedures
  • Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines
  • Coordinate closely with team by communicating project or team status and success metrics.

Customer Service Representative

TransPerfect Connect
06.2021 - 03.2022
  • Customer support
  • Respond to claim inquiries
  • Sought ways to improve processes and services provided
  • Use proper phone etiquette to provide great customer service for incoming calls for various cases and projects
  • Read FAQs verbatim and address customers' needs to provide accurate information, process inquiries, and solve problems
  • Document all calls appropriately, and follow all procedures as dictated by policy and procedures
  • Adhere to structured internet rules and regulations on the call center floor
  • Reliable and dependable adherence to attendance requirements, complying with scheduled lunches and breaks to ensure adequate phone coverage unless otherwise directed
  • Develop strong relationships with clients through empathetic communication and genuine concern for their needs
  • Navigate multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.

Customer Service Representative

TTEC/ Blue Cross Blue Shield Health Insurance
10.2020 - 06.2021
  • Healthcare work from home: responding to high volume of customer questions and complaints via inbound calls and emails
  • Walk customers through basic troubleshooting or setup processes
  • Work alone effectively alone with little supervision
  • Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times
  • Resolved patient billing issues in line with established guidelines
  • Stayed calm under pressure and successfully dealt with difficult situations
  • Assist customers with locating a doctor that fits for them
  • Adjust medical insurance claims & process payments for medical bills
  • Strong ability to perform subtraction, addition, division, multiplication and other basic math functions
  • Met quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.

Education

Some College - Computer And Information Sciences

Gateway Community College
Phoenix, AZ

High School Diploma -

Westview High School
Avondale, AZ
03.2020

Skills

  • Microsoft applications
  • Tableau Cloud , Zendesk, LexisNexis
  • Document Verification
  • Problem solving
  • Assertiveness
  • De-Escalation Techniques
  • Computer Literate (Mac & Windows)
  • Attention to detail
  • Adaptability
  • Critical thinking
  • Data entry proficiency
  • Billing resolutions

Education

true

Timeline

Underwriting Specialist

Upgrade Inc.
03.2024 - Current

Resolution Specialist

Upgrade Inc.
09.2022 - 03.2024

Loan Servicing Specialist

Upgrade Inc.
03.2022 - 09.2022

Customer Service Representative

TransPerfect Connect
06.2021 - 03.2022

Customer Service Representative

TTEC/ Blue Cross Blue Shield Health Insurance
10.2020 - 06.2021

Some College - Computer And Information Sciences

Gateway Community College

High School Diploma -

Westview High School

Similar Profiles

CREATE PROFILE
Deoni Westbrook