Keisha Thomas
Houston
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Remote)
WTW
Houston
07.2025 - 01.2026
- One of the top five producers
- Tracking inquiry handling, call logging, outreach, technical aid(IT)
- Profile Maintenance, Status updates, Issue Relations, Created Cases, Claims and Reimbursement
IT Technician (Contract/Election until June 2025)
Robert Half
Houston
11.2023 - 11.2024
- Responsibility interfacing with the Judge and providing them with accurate and timely support
- Preparing election equipment for specific polling place locations for an election including task assembling and disassembling the correct amount and type of equipment needed at a polling location on-site setup & trouble shooting assistance for Harris county polling place.
Loss Mitigation Specialist (Remote-Contract)
Sourcepoint, Inc.
Houston
05.2020 - 02.2022
- Single point of contact for consumers in all stages of loss mitigation & foreclosure
- Always provide exceptional customer service and always remain at 95% range or better
- Receive inbound and outbound calls to secure commitments for outstanding packages, status, payments and post modification
- Managing workflow and assignments
- Audited loans regarding 10day reports, SLA ins and Outs, expired 10 days, UDM's, submitted DU and LPA Underwriting
- Audited loans for Initial Credit, Property, Income, Asset, Final Title and Final Income
- Reviewed Tradelines, Appraisal and Fraud Guard Reports
Customer Service Representative
Areotek
Houston
12.2019 - 02.2020
- Handle inbound calls from Member, Client, facilities to verify eligibility and coordinate transportation/knowledge of HIPAA
- Review and implement Health Plan Protocols for various plans
- Review and assign transportation for members/patients
- Implement discharges from Hospitals
- Scheduled rides for transportation/dispatch and also schedule doctor's appointments
- Utilizing most cost effective manner
- Meet specific Key Performance Indicators
- Respond and document customer complaints
Litigation Support/Document Review Specialist
EPIQ
Houston
06.2018 - 12.2019
- Execute project specific tasks in Relativity and Equivio including searching, batching, TAR review & support for privilege review, verify potential harm for PHI & PPI to include data breach
- Reviewing documents and records for regulatory and legal compliance
- Completed quality control and experience with e-discovery technology
- QC Document Review to include Excel spreadsheets; Convert documents from Word, Excel, and PDF
Customer Service Representative III/HR
City of Houston
Houston
09.2015 - 09.2017
- Review and process postings, selection packets, review I-9, promotions and retirements
- Retrieve documents/Verify Resignations/Retirement letter and Employment Entrance and Exit documentations
- Identify/Reviewed position numbers as to who vacated various positions
- Review general and grant funding information to place candidate in proper funding/1115 Waiver
- Maintain customer confidence & protect operation by keeping confidential information
- Utilize SAP by entering employee data
- Ensure same classification are paid within same salaries/margins
- Process onboarding regarding Temporary Contracts, run reports and maintain 200 plus employees
- Provide Management with proper documentation to hire Temps
- Communicate with Management and Budget Coordinator (Finance) to extend renewals
- Process and distribute P-Cards
Customer Service Representative III/HR
City of Houston
Houston
05.2015 - 09.2015
- Utilize SAP, Excel, Word, Outlook, HRIS and also City of Houston Website
- Review and process postings, Selection packets, promotions and retirements
- Identify/Reviewed position numbers regarding vacancies
Short Sale Specialist
Reverse Short Sale Solution (RMS)
Houston
04.2014 - 05.2015
- Compile required documentation for Reverse Mortgage/Short Sale
- Generate weekly reports, review and order Title Reviews and Appraisals
- Review HUD, Contracts, Listing Agreements, POF, Payoffs
- Review files before forwarding to closing/Serve as liaison between banks, realtors, attorneys, lenders, title companies and clients
- Resolving all inquiries & establish strong follow-up systems
- Knowledge of Probate, WILLS, Administrator or executor over estates, Contracts, HUDS, Title reports and deeds
- Negotiate between all parties/Administrative duties
Administrative Assistant
DFPS - Child Protective Services
Houston
01.2013 - 04.2014
- Performed Administrative duties /Generate monthly reports
- Maintain moving forms, supplies, and equipment for meetings
- Type letters, forms, emails, monitor projects
- Complete meeting set up, calendars & assist with travel arrangement
- Provide support to supervisor and eight case workers to include working with behavioral kids and teens
- Prepare legal files, scan document for discoveries & upload text to disc
- Teach/Train others regarding to policies
- Complete Foster care, medical/dental reports and demographics
- Scan/file discoveries that include misc. information, investigation & assessment, family medical records, legal information, petitions, court orders, motions, affidavits, narrative reports, etc.
- Create personnel employee files: standards of conduct, training etc.
Claim File Reviewer/Underwriter in Dallas
Solomon Edwards
Houston
12.2012 - 01.2013
- Perform mortgage file review, due diligence analysis, analyzed data & documentation in accordance with the case review methodology
- Perform Harm Determination protocol as described in OCC Guidelines as updated
- Ensure documentation supports Harm finding relating to impermissible fees, mortgage, payment cash flow (Income Special Materials Expert etc.)
- Utilize Acer, AS400, LPS, Acer, and Case Tracker
- Audited loans to ensure in compliance
- Identify errors and deficiencies in bank underwriting on non-performing, Regulatory Reporting
Contractor for Operations & Finance Coordinator
Align Strategic/NRG Sunlease
Houston
06.2012 - 10.2012
- Ensure all documents are present & within compliance to file with US Treasury Department regarding 1603 Grant filing
- Drafted narrative descriptions of solar system designs pertaining to azimuth, tilt, emphases, inverters, etc.
- Researched, reviewed audit lease contracts, and payment contracts for validity
- Create files for financing solar systems such as Initial Leases, Warranty's, Job Addendums, Design Packages, Substantial, Construction and Final documentation
- Create Amendments pertaining to Lease, Warranty's and/or Addendums via Sales Force
- Clear up outstanding reports and missing legal descriptions
Loss Mitigation Specialist, Credit Research & PDD Analyst
Litton Loan Servicing LP/C-BASS
Houston
04.2003 - 03.2011
- Analyze financial statements, tax returns, credit reports in order to recommend workout alternative/program modifications loan processing
- Collect financial data, provide extensive loss analysis & recommendations/Document control review
- Lead projects within the company/Train & interview candidates, implement policy and procedures/Administrative duties
- Reviewed and update Experian, Equifax, and Trans Union to ensure proper reporting
- Waive late fees and correct credit reporting/ Knowledge of VA/FHA/FCRA and FDCPA
- Complete promissory notes, affidavits and legal descriptions
- Examine proper chain of titles to create assignments/reviewed county records regarding chain of title
- Reviewed Collateral Documents (mortgage deed, notes, assignments and title policies) to create assignments/reviewed escrow and contact county regarding escrow to ensure escrow paid
- Ordered Collateral files & Administrative
- Resolve collections account, take action to prevent debt
- Early collection account stages 11-30 and 30-60 days DLQ
- Monitor and identify outstanding debts
- Utilize skip tracing
Education
Diploma - Upper secondary education
Bellaire High School
University of Houston-Downtown -
Skills
- Interviewing
- Microsoft Excel
- Coordination (loan closing)
- Refinancing (loan modification)
- Record keeping
- Research
- Zoom
- Leadership
- Phone communication
- Technical training
- Microsoft Products
- Outlook
- PowerPoint
- HIPAA
- Sales
- SAP
- Adobe PageMaker
- HRIS
- Relativity
- Equivio
- Accounts Payable
- Data Entry
- Filing/Editing
- Communication Skills
- Organizational Skills
- Medical Technology
- Customer Service Skills
- Interpersonal Skills
- Financial Planning
- Relationship Management
- Negotiation Skills
- TILA
- Reporting
- Problem Solving
- Solar Energy
- Lease and Contract
- Buyer
- Time Management
- Office Skills
- Claim Review/Compliance Auditor
- Administrative Assistant
- Scheduling
- Short Sale
- Grant Reporting
- Sales Experience
- Human Resource
- Medicare
- Front Desk
- Medical Terminology
- 10 Key
- Windows
- Databases
- Project Leadership
- Collections agent experience
- Procurement management
- Microsoft Office
- Multitasking
- Written communication
- Attention to detail
- Clear verbal communication
- Office (as sales environment)
- Customer relationship management
- Analysis skills
- Intake
- High volume recruitment
- Productivity software
- Document archiving (loan processing)
- Phone call backs
- Talent management software
- Debt collection negotiation
- Principal reduction (loan modification)
- Customer inquiry handling
- Recruiting
- Customer communication
- Customer acquisition
- Managing customer accounts
- Contracts
- Microsoft Word
- Document review (document control)
- Legal case management
- Social media management
- Consumer lending analysis in risk and credit
- Data migration
- Aged receivables report
- Writing skills
- Empathy
- Loan application review
- Interpersonal communication
- Bank experience
- Debt collection phone call
- Appointment scheduling
- Loan processing
- Continuous improvement
- Administrative experience
- Follow-up (loan closing)
- Customer service
- QuickBooks
- Account reconciliation report
- Client onboarding
- Accounting systems
- Collection effectiveness report
- Jira
- Client communication management
- Client interaction via phone calls
- Pivot tables
- Document preparation (loan closing)
- Consulting experience
- Law office
- Escrow
- ATS
- Talent acquisition
- Schedule management
- Underwriting
- Staff augmentation
- File organization
- Loan funds disbursement
- CRM system proficiency
Certification
- Certified Notary Public
- Non-CDL Class C
Languages
English
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative (Remote)
WTW
07.2025 - 01.2026
IT Technician (Contract/Election until June 2025)
Robert Half
11.2023 - 11.2024
Loss Mitigation Specialist (Remote-Contract)
Sourcepoint, Inc.
05.2020 - 02.2022
Customer Service Representative
Areotek
12.2019 - 02.2020
Litigation Support/Document Review Specialist
EPIQ
06.2018 - 12.2019
Customer Service Representative III/HR
City of Houston
09.2015 - 09.2017
Customer Service Representative III/HR
City of Houston
05.2015 - 09.2015
Short Sale Specialist
Reverse Short Sale Solution (RMS)
04.2014 - 05.2015
Administrative Assistant
DFPS - Child Protective Services
01.2013 - 04.2014
Claim File Reviewer/Underwriter in Dallas
Solomon Edwards
12.2012 - 01.2013
Contractor for Operations & Finance Coordinator
Align Strategic/NRG Sunlease
06.2012 - 10.2012
Loss Mitigation Specialist, Credit Research & PDD Analyst
Litton Loan Servicing LP/C-BASS
04.2003 - 03.2011
Diploma - Upper secondary education
Bellaire High School