D’juana Haynes
Bedford,Texas
Summary
Customer Service Representative with exceptional communication skills, both oral and written, and strong active listening abilities. Known for enhancing customer experiences through effective identification of needs and delivering tailored solutions that drive loyalty. Proven track record in the financial services sector, specializing in risk assessment, regulatory compliance, and efficient task completion. Leverages problem-solving and adaptability skills to consistently achieve goals and exceed client expectations.
Overview
20
20
years of professional experience
Work History
Loan Processor II
Mr. Cooper Mortgage
Lewisville, Tx
09.2017 - Current
- Company Overview: Reverse Mortgage
- Time management skills, ability to communicate clearly, ability to read customers, patience and attentiveness
- Disburse funds from homeowner escrow account, to pay delinquent and current HOA, property tax and insurance
- Validate and process loan advance/refund request for borrowers, from there escrow account for disbursement
- Maintain regulatory (Hud-Hermit) LSAMS, and Investor (FNMA-eBoutique) systems to set requirements and align to the source system of record
- Utilization of excel spreadsheet, pivot table, SQL and V-lookup
- Processed loans for borrowers to ensure timely, accurate and fair proceedings
- Worked with customers via telephone to answer questions, process transactions and resolve issues
- Process FHA, VA, Conventional and Government loan using Fannie Mae and Freddie Mac guidelines
- Maintain daily contact with Customers, Loan Officers, Title Vendors and Appraisal Management Companies
- Prepare and organize credit, income and title documents for underwriter review
- Aid peers in product questions, cleaning title guidelines and other process related issues
- Reverse Mortgage
Member Retention Specialist
American Automobile Association Inc.
Coppell, TX
02.2016 - 08.2017
- Time management skills, ability to communicate clearly, ability to read customers, patience and attentiveness
- Made 300 sales calls weekly to existing and new customers for business growth
- Provided excellent customer service and ensured customer satisfaction
- Adhered to appropriate legal scripting when required
- Performed cold-calling and follow-ups with leads to secure new revenue
- Exceeded established sales goals and increased client retention by 100%
- Utilized professional sales techniques to persuasively communicate with clients
Customer Service Sales Agent
Hilton Worldwide (HRCC)
Carrollton, Tx
10.2012 - 02.2016
- Company Overview: Guest Assistance, Customer Service Sales Agent
- Time management skills, ability to communicate clearly, ability to read customers, patience and attentiveness
- Received inbound calls for customer inquiry and rental car, hotel reservations
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Recommended products to customers and suggested other options if preferred product was unavailable
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Answered over 200 calls per 5 minutes to meet fast-paced call center demands
- Guest Assistance, Customer Service Sales Agent
Admission Coordinator
Northgate Plaza Nursing & Rehab
Irving, Texas
01.2009 - 07.2011
- Time management skills, ability to communicate clearly, ability to read customers, patience and attentiveness
- Finances: assisted with accounts payable/receivable, invoicing, insurance billing, budgeting
- Manage all aspects of day-to-day front office operation
- Prepare complex reports for managed care case manager and insurance companies, ensuring full compliance with agency requirements and tight deadlines
- Communicate admissions and discharges concepts to patients using layman's terms to facilitate understanding
- Completed preliminary paperwork for incoming and outgoing patients
- Assisted in patient admission process based on federal and state laws
- Performed basic clerical duties, including document filing, bookkeeping and faxing
- Confirmed all insurance benefits met standards of admissions as dictated by policy
- Worked with Administrator and Director of Nurses to develop and implement admissions policies for busy skilled nursing with more than 400 beds
Escrow Title and Tax Specialist
First American
Westlake, Tx
07.2005 - 01.2009
- Time management skills, ability to communicate clearly, ability to read customers, patience and attentiveness
- Train all new employees on the process and procedures for research task
- Escrow reporting -check control, responsibilities including receiving mail, preparing checks for imaging, validating payment output and research task while meeting department quality objectives and, maintaining ISO9001:2000 compliance
- Disburse funds from homeowner escrow account, to pay delinquent and current property taxes Order and review tax certifications and titles
- Managed tax submissions and made sure all information complied with regulations
- Reviewed financial statements for accuracy and integrity
- Collected and submitted required tax payments
- Duplicated and summarized documentation relevant to property title status, including current mortgages, trust deeds and contracts
- Searched and analyzed real estate records
- Reviewed legal documents such as mortgage loans, title liens and property easements to assess relevant property factors
Education
Master Business/Health Adminstartion - Health
Texas Woman’s University
Denton, Tx01-2026
Bachelor Science - Public Health
University of North Texas
Denton, TX12.2022
Associates of Science - Liberal Sciences
North lake community college
Irving, Texas12.2019
Certificate - Real Estate
North lake community college
Irving, Texas12.2017
Skills
- Excel
- Microsoft Office e 365
- Microsoft Office 2019
- Word
- Visio
- Common Working File
- PowerPoint
- Access
- Data Entry
- Project
- Insurance Billing
- Microsoft
- Pivot Table
- V-lookups
- One Note
- SPSS
- Employment verification
- Credit and collections
- Verifying information
- Reviewing financial paperwork
- Documentation
- Processing documents
- Complex mathematics
- Data entry
- Dedicated work ethic
- Application status reviews
- Loan servicing
- Customer service
- Document review
- Teamwork and collaboration
Internshipvolunteerwork
- Bible Way Community Baptist Church, New Member Care Team Assist, 4215 Greenview Dr, Irving, Texas, 75062, 2009-Current
- TLT- Tomorrow's Leaders Today, Inc., Data Research, Frisco, Texas, 09/2022-11/22/2022
- Resource Center Nelson-Tebedo Clinic, 4012 Cedar Springs Rd, Dallas, Texas, 75219, 08/2022-12/2022
- U.S Department of Health and Human Services, 1301 Young Street Ste 1028, Dallas, Texas, 75202, 01/2023-Present
References
References available upon request.
Timeline
Loan Processor II
Mr. Cooper Mortgage
09.2017 - Current
Member Retention Specialist
American Automobile Association Inc.
02.2016 - 08.2017
Customer Service Sales Agent
Hilton Worldwide (HRCC)
10.2012 - 02.2016
Admission Coordinator
Northgate Plaza Nursing & Rehab
01.2009 - 07.2011
Escrow Title and Tax Specialist
First American
07.2005 - 01.2009
Master Business/Health Adminstartion - Health
Texas Woman’s University
Bachelor Science - Public Health
University of North Texas
Associates of Science - Liberal Sciences
North lake community college
Certificate - Real Estate
North lake community college