DIANE L. BOYD
Portsmouth,VA
Summary
Compassionate Peer Recovery Specialist with background in aiding individuals battling substance abuse and mental health issues. Strong experience providing one-on-one support, facilitating recovery groups, and implementing personalized recovery plans. Skills include crisis management, motivational interviewing, and behavioral intervention techniques. Impactful history of fostering resilience and promoting long-term recovery based on each individual's strength and potential for change.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Peer Recovery Specialist
Impact Mental Health Services
Portsmouth, VA
09.2024 - Current
- provide holistic support to individuals facing mental health challenges and substance use disorders. My role focuses on empowering clients through personalized guidance, education, resource connection, advocacy, and collaborative care
- Deliver tailored guidance and coaching to clients, utilizing shared lived experiences to foster trust and motivate recovery
- Collaborate with clients to establish and pursue achievable recovery goals, ensuring they feel empowered and supported throughout their journey
- Instruct clients on self-advocacy, effective behavioral symptom management, and proper medication management, equipping them with tools for long-term success
- Assist clients in navigating and accessing essential community services, including housing, employment opportunities, and educational resources to support their recovery
- Serve as a strong advocate for clients' rights while actively working to diminish the stigma surrounding mental health and substance use issues within the community
- Regularly assess clients’ progress in their recovery journey, providing constructive recommendations for ongoing treatment and support adjustments as necessary
- Maintain comprehensive case documentation, including detailed case histories, assessments, treatment plans, and progress notes to ensure continuity of care
- Work closely with multidisciplinary teams, including other healthcare providers, family members, and support networks, to create and implement effective recovery plans
- Adhere strictly to confidentiality protocols, ensuring that all client information and treatment details are handled with the utmost discretion and respect
- Strive to promote resilience and recovery while fostering a supportive environment where clients can thrive and reclaim their lives
Acquisitions & Loan Boarding Coordinator
ServiceMac
Indian Land, SC
03.2021 - 09.2024
- Took initiative to promptly resolve boarding file errors for successful loan boarding, supported team members during high-volume periods for timely processing, engaged with leadership to optimize the loan boarding process, and implemented efficient processing of Welcome Letters to safeguard company interests and customer satisfaction
- Took initiative to promptly communicate with clients through email or phone to resolve boarding file errors, facilitating successful loan boarding and progression
- Provided crucial support to team members during high-volume periods to ensure timely and accurate loan processing, enhancing operational efficiency
- Proactively engaged with leadership to address trends, opportunities, and challenges impacting departments and clients, optimizing the loan boarding process for the company
- Implemented efficient processing of Welcome Letters for new loans, aligning with RESPA guidelines to mitigate monetary risks associated with delays, safeguarding company interests and customer satisfaction
Social Media/Client Supervisor
LoanCare
Virginia Beach, VA
08.2017 - 09.2019
- Effectively managed social media accounts by enhancing customer interaction, expanding client prospects, optimizing systems, coaching team members, and streamlining workflows for increased productivity and operational efficiency
- Managed social media accounts by composing content, engaging with followers in comments, monitoring activities and researching trends
- Expanded potential client prospect by ensuring customer satisfaction through survey requests and increasing overall star rating
- Created agendas and communication materials for team meetings
- Researched social media systems most beneficial to the company and presented to executive team which resulted in increasing productivity and customer satisfaction
- Coached and mentored 10 staff members through constructive feedback to develop long-term career goals
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas
- Created a training manual for all employees to use as a reference guide
- Realigned workflows with changing business demands by evaluating processes and employee strengths
- Educated delinquent and imminent default borrowers by providing detailed explanations of all available options up to and including liquidation, modifications, and repayment plans
- Processed outbound and received inbound calls while meeting quality control guidelines fielding an average of 50+ calls per day
- Initiated and launched a client intranet that led to a reduction in risk
- Updated necessary reporting to be reviewed by management regarding portfolio base
- Received, addressed, and recorded necessary borrower concerns to prevent escalations
Customer Relationship Manager II
Bank of America
Norfolk, VA
01.2012 - 01.2015
- Educated borrowers on available options, managed high call volumes, implemented a client intranet for risk reduction, updated reporting for management review, and addressed borrower concerns effectively to prevent escalations
- Educated delinquent and imminent default borrowers by providing detailed explanations of all available options up to and including liquidation, modifications, repayment plans
- Processed outbound and received inbound calls while meeting quality control guidelines fielding an average of 50+ calls per day
- Initiated and launched a client intranet that led to a reduction in risk
- Updated necessary reporting to be reviewed by management regarding portfolio base
- Received, addressed, and recorded necessary borrower concerns to prevent escalations
Client Relations Specialist
LoanCare
Virginia Beach, VA
01.2011 - 01.2012
- Effectively managed social media accounts by enhancing customer interaction, expanding client prospects, optimizing systems, coaching team members, and streamlining workflows for increased productivity and operational efficiency
- Managed a portfolio of 40+ lenders
- Monitored and mastered each individual client portfolio to manage delinquency, trends, and opportunities for positive change for overall performance
- Processed payment reversals, research requests, and payment applications to ensure borrower payments were applied appropriately on a loan level basis to prevent erroneous credit reporting on borrower's account that would become a risk
- Corresponded with various departments within the company to resolve issues or discuss areas of improvement needed to better manage the client's portfolio
- Received inbound and made outbound calls to clients frequently to discuss portfolio, in addition to scheduling weekly or monthly calls to discuss trends or verify clients' place in market to prepare for increased volume or if changes in process were necessary for their client base
- Organized internal visits from clients to view workshop and also speak with each management team face-to-face to discuss individual process or to address trends or concerns within the portfolio
- Processed monthly reports using the reporting system passport to provide clients with manual reports tailored to their needs
- Assisted in preparation for audits by rating agencies
Education
Associate of Applied Science - Social Science
Tidewater Community College
04.2025
Advanced Diploma -
Churchland High School
Portsmouth, VASkills
- Organizational skills
- Multitasking
- Troubleshooting
- Team building
- Substance Abuse Knowledge
- Boundary Setting
- Motivational Interviewing
- Client Relationship Building
- Documentation abilities
- Routine Maintenance
- Substance Abuse Counseling
- Patient Intake
- Regulatory Compliance
- Crisis Management
- Effective Communication
- Written Communication
- Client Needs Assessment
- Documentation And Reporting
References
Available on request.
Certification
- Peer Support Specialist Certification – Various State Certifying Bodies.
- First Aid, CPR, and AED Certification - American Red Cross.
Timeline
Peer Recovery Specialist
Impact Mental Health Services
09.2024 - Current
Acquisitions & Loan Boarding Coordinator
ServiceMac
03.2021 - 09.2024
Social Media/Client Supervisor
LoanCare
08.2017 - 09.2019
Customer Relationship Manager II
Bank of America
01.2012 - 01.2015
Client Relations Specialist
LoanCare
01.2011 - 01.2012
- Peer Support Specialist Certification – Various State Certifying Bodies.
- First Aid, CPR, and AED Certification - American Red Cross.
Associate of Applied Science - Social Science
Tidewater Community College
Advanced Diploma -
Churchland High School
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