Summary
Overview
Work History
Education
Skills
References
Timeline
AdministrativeAssistant

Erika Lawhon

Lexington,NC

Summary

Hardworking professional bringing 14+ years of related client relations experience in customer service and quality assurance. Excels in fast-paced environments and am always willing to go above and beyond for the customer, as well as motivating and mentoring the team. Demonstrated success in handling complicated policy issues with efficiency and accuracy. Organized and dependable, with success at managing multiple priorities while maintaining a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Senior Resolution Specialist

United Healthcare
02.2023 - Current
  • Provide quality customer service for internal agents, with a focus on needs identification, a problem-solving mindset and de-escalation of stressful situations, when necessary.
  • Helped team members develop skills and improve performance to maximize service and productivity.

Branch Processor

Homefinity
01.2021 - 03.2022
  • Analyzed loan applications and assessed creditworthiness for a top-producing Loan Officer
  • Processed Refinance and Purchase loan applications in compliance with mortgage lending and applicable investor guidelines
  • Monitored the loan process and managed the proper expectations with the client, third parties and sales staff through closing.

Client Coordinator II

Taylor Morrison Home Funding
08.2018 - 08.2020
  • Acted as the primary point of contact for the client, keeping them informed and on schedule throughout the home-buying process
  • Updated and communicated with all loan participants including Realtors, escrow and title agents, appraiser and other third parties as to loan status and timeline.

Executive Account Manager

Sihle Insurance Group
09.2016 - 08.2018
  • Performed customer service, retention and rounding within the Concierge Division of Personal Lines
  • Qualified and analyzed prospect’s personal line coverage needs with Dwelling values over $750,000.

Customer Service Representative

State Farm Insurance
05.2009 - 09.2016
  • Interviewed prospective clients to learn about their financial needs and discuss existing coverage
  • Processed applications, payments, corrections, endorsements and cancellations
  • Called warm leads each week to expand book of business, and promoted agency products to customers in person, on the telephone and in writing
  • Obtained my 2-15 Health and Life Agent License.

Education

Associates, General -

Valencia College
Orlando, FL
05.

Skills

  • Excellent Written and Verbal Communication Skills
  • Proactive Team Player
  • Results-Driven
  • Problem-Solver
  • Excellent Time Management
  • Empathetic and Compassionate
  • Issue Tracking
  • Escalated Calls Management
  • Team Member Training
  • Conflict Resolution Skills

References

Available upon request.

Timeline

Senior Resolution Specialist

United Healthcare
02.2023 - Current

Branch Processor

Homefinity
01.2021 - 03.2022

Client Coordinator II

Taylor Morrison Home Funding
08.2018 - 08.2020

Executive Account Manager

Sihle Insurance Group
09.2016 - 08.2018

Customer Service Representative

State Farm Insurance
05.2009 - 09.2016

Associates, General -

Valencia College

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Erika Lawhon