Doris Lloyd
Indianapolis,IN
Summary
Proactive Customer Support Team Lead with extensive experience in loan processing and billing. Enhanced customer satisfaction by resolving complex issues, streamlining processes, and implementing effective escalation procedures. Skilled in client relationship building, regulatory compliance, and accurate billing, bringing a strong focus on problem-solving and operational efficiency.
Overview
25
25
years of professional experience
Work History
Customer Support Team Lead
Citizens Energy Group
07.2020 - 08.2024
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
Loan Process Associate
Freedom Mortgage
04.2010 - 06.2020
- Elevated the company''s reputation through consistent delivery of high-quality work, which resulted in increased client referrals and repeat business.
- Cultivated a positive team environment by actively participating in meetings and offering support to colleagues when needed.
- Maintained regulatory compliance in all aspects of the loan process, ensuring adherence to federal, state, and company guidelines.
- Collaborated with underwriters to ensure proper assessment of risk factors for each loan application, contributing to a more accurate decision-making process.
- Facilitated smooth closing processes by coordinating effectively between borrowers, lenders, and escrow agents.
- Demonstrated adaptability by staying informed about industry changes in regulations or best practices that impacted the loan processing landscape.
Billing Specialist
IUH
02.2000 - 04.2010
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Negotiated with insurance companies to resolve disputed claims, securing rightful payments.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Collaborated with customers to resolve disputes.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Education
GED -
Marian College
3000 N Coldspring RdSkills
- Client Relationship Building
- Customer Relations
- Training and coaching
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Reliability
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Multitasking Abilities
Timeline
Customer Support Team Lead
Citizens Energy Group
07.2020 - 08.2024
Loan Process Associate
Freedom Mortgage
04.2010 - 06.2020
Billing Specialist
IUH
02.2000 - 04.2010
GED -
Marian College
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