Katrice Freeman
Indianapolis,IN
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Correspondence and Research/Team Lead
Freedom Mortgage
03.2020 - Current
- Develop and lead a team
- Lead and coach by example to drive results according to the goals
- Strong problem-solving skills
- Strong written and verbal communication skills
- Excellent relationship management skills
- Coach team members on achieving goals and developing necessary skills that get results
- Identify team goals and evaluate team progress
- Oversee day-to-day teams' operation and performance
- Do regular performance evaluation
- Create a healthy and motivating work environment and atmosphere
- Communicate with teams about their performance
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Respond to incoming calls
- Plan and organize team-building activities
- Completing research requests
- Performing reviews of borrower credit disputes
- Responding to written correspondence
- Actively listen while documenting information into different computer systems
- Resolving escalation requests
- Make outbound calls to customers
- Reviewing and fulfilling requests for loan documents
- Processing incoming and returned mail
- Completing third-party authorization requests
- Finalizing verifications of mortgage requests
- Responding to written correspondence
- System updates for name and address changes
- Processing ACH requests
- Proficiency with MS Office (Outlook Excel, word, etc.)
- Experience working in a Data Entry/Operations
Student Loan Counselor
Premiere Credit Of North America
11.2018 - 03.2020
- Communicated with debtors in regards to the repayment of their delinquent debt
- Achieved assigned goals (fee, postdate, liquidation, and/or consolidation applications taken- specified by line of business)
- Made required number of phone calls daily as determined by management
- Reviewed financial information with consumers to assist in determining the best re-payment options
- Update demographic and financial information on each call
- Referred accounts for legal or administrative wage garnishment processes
- Performed skip tracing to locate debtors
- Used skip-tracing tools to locate the debtor in the most efficient manner
Customer Service Representative
Swap.com
11.2014 - 08.2018
- Assisted in order processing, using several different software platforms
- Communicated with clients regarding the status of their orders
- Answered customers question and complaints via email and phone
- Maintained hourly quota of 10 tickets per hour
- Accomplished 80-100 tickets per hour
- Acted as a liaison between customer and the warehouse team to go above and beyond for the customer
- Helped warehouse workers when needed
- Sorted through items and put them in correct bin
- Data Entry
- Type 39 WPM
- Positive attitude and strong work ethic
- Excellent problem diagnosis and resolution skills
- The ability to go above and beyond for the customer
- Ability to work under stress
- Ability to work in a high demand setting
- Proficiency with MS Office (Outlook Excel, word, etc.)
Customer Service Representative/ Insurance Claims
INNOVATION GROUP
02.2012 - 10.2014
- Summarized documents and all detailed information into claims systems noted for later decisions making regarding status of each file
- Investigated, reviewed and verified comex coverage/policy information to determine a proper solution
- Processed various car collusion and home claims such as fire, theft, weather related etc
- Daily use of Microsoft Word and Excel Data Entry
Education
high school diploma - general studies
Notre Dame High School For Girls
Chicago, IL05.2008
Additional Information
- Authorized to work in the US for any employer
- Additional Information , Indianapolis Urban League of Indiana New Beginning Work Readiness Training Program
Timeline
Correspondence and Research/Team Lead
Freedom Mortgage
03.2020 - Current
Student Loan Counselor
Premiere Credit Of North America
11.2018 - 03.2020
Customer Service Representative
Swap.com
11.2014 - 08.2018
Customer Service Representative/ Insurance Claims
INNOVATION GROUP
02.2012 - 10.2014
high school diploma - general studies
Notre Dame High School For Girls