Laquisha Boyd
Dallas
Summary
Dynamic Customer Resolution Specialist with extensive experience at State Farm, adept at analyzing complex claims and ensuring compliance with regulations. Proven track record in training and development, utilizing Salesforce for effective customer management. Recognized for enhancing customer satisfaction and streamlining processes, demonstrating strong problem-solving and communication skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Resolution Specialist
State Farm
Richardson
09.2024 - Current
- Analyzes and develops quality written and/or verbal responses related to bodily Injury, PIP, Subrogation, Special Investigation Unit, Emergency Roadside Assistance, and property damage claim inquiries/complaints
- Utilizes knowledge of company claim procedures, insurance contract provisions, and federal/state laws and regulations related to claim handling to research, analyze, and interpret inquiries regarding claim activity
- Demonstrates knowledge of claim procedures, processes, tools, and systems to complete high volume of quality responses to regulatory and non-regulatory complaints in accordance with time sensitive requirements
- Serves as technical resource in areas of formal and informal complaint handling/processing including resolution and verbal/written responses to regulatory inquiries
- Ensures compliance with company procedures, applicable federal/state laws, and legal requirements
- Monitors and communicates information about risk and compliance concerns, as well as working with business partners to mitigate risk once identified
Property Complex Claims Adjuster
State Farm
Richardson
05.2023 - 09.2024
- Investigating, evaluating, negotiating, and settling claims
- Applying knowledge of POLICIES and insurance regulations when determining coverage, liability, and damages
- Contacting customers by telephone, written correspondence and/or various electronic media
- Effectively managing work through task driven queues while multi-tasking in a fast-paced call center environment
- Subrogation and Arbitration handling
- Team Spoc-quality and compliance monitoring and training
Servicing Specialist
IEM
Remote
12.2022 - 04.2023
- Customer service: Develop and Maintain relationships with program client, program applicants, and vendors (mortgage servicers). Explanation of policy to outside agencies and applicants.
- Monitor delivery of data to/from mortgage servicers via CDF file process.
- Payoff statements, lien releases, subordination applications, short sale and other loss mitigation applications.
- Management of different Program Applicant statuses: Bankruptcy cases, foreclosures cases, tax sales, and claims for excess foreclosure proceeds.
- The HAF Servicing Specialist must know and comply with Federal mortgage servicing regulations for State of North Carolina and Federal Consumer Federal Protection Bureau mortgage servicing regulations which encompass over 12 Federal consumer protection laws.
- Collaboration with Program Delivery Team to achieve client objectives.
- Travel to complete work assignments or attend meetings.
- Compliance and audit review.
Quality & Compliance Analyst Coordinator
Stearns Lending LLC
Lewisville
10.2019 - 03.2022
- Developed and maintained quality assurance procedure documentation for commercial and conventional loans.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Reviewed Conventional, FHA, VA, NON-Delegated, and USDA, Reverse, and Short Sale loan files.
- Post-closing audit on loan files and funding audits
Customer Success Manager
Westlake Financial Services
Dallas
03.2017 - 10.2019
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Accurate and timely payroll processing
- Assists facility personnel/applicable accounting staff in research and resolution of payroll transactions as applicable
- Maintained confidentiality with all payroll information
- Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Supervised a team of 30 employees day-to-day in customer service operations to provide staff with guidance and drive productivity.
- Conducted effective research on potential job candidates for customer service and compiled all details into reports.
- Confirmed appointments and interviews with all job candidates.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Screened all applicants based on qualifications and background to meet and exceed rigorous standards.
- Hired employees and initiated new hire paperwork process.
Closing Coordinator
Imortgage.com Inc.
Dallas
08.2016 - 02.2017
- Prepared closing disclosures, post-closing records and disbursements.
- Audited documents noted issues and pursued resolutions.
- Estimated closing dates and scheduled meetings
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs
- Prepared closing statements for purchases, refinances, and short sale closings and detailing important property information
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property
- Validated and audited final signed documents in accordance with state, county and investor guidelines
Mortgage Loan Closer
Wells Fargo & Company
Irving
02.2013 - 08.2016
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Prepared all the paperwork for the loan package and arranged the final closing meeting.
- Communicated closely with inter-company staff members to promote quick and effective loan workflow
- Reviewed loan files and updated to match current standards
- Worked with underwriters to fix application problems and resolve issues
Senior Operations Coordinator
Capital One Financial Corp
Plano
08.2011 - 02.2013
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Resolved various escalated calls.
- Met weekly with department managers to discuss financial information according to current needs.
- Trained new employees on FDCPA principles and company procedures.
- Supervised a team of reinstatement agents
- Worked with managers to develop agents and plan goals.
- Educated employees on specific QA standards and confirmed all standards were being maintained.
- Prepared QA evaluation reports and submitted them to management.
- Strategically scheduled team members to maintain optimal staffing levels at all times.
Education
High School Diploma -
W.W Samuel
Dallas, TXBachelor of Arts - Business Administration
Texas Southern University
Houston, TXSkills
- ISO claims search
- Accurint
- Salesforce
- Research & Cash Management
- Loan Reconciliations
- Training and development
- Staff scheduling procedures
- Calyx Software
- Capterra
- Closing Insight
- CRM
- HAIQ
- SMARTSHEET
- Encompass
- Shaw
- Origin
- Lending Pad
- Simple Nexus
- ACES
- Microsoft Excel
- TRID Expert
- SQL understanding
- Project Management
- Sales Force
- ECRM
- ECS
- ECFT
Certification
- Certified Notary Public in the state of Texas
- All lines insurance adjuster
- Licensed CURRENTLY in Tx, VT, CT, DE, SC, OK, FL, GA, KY, LA, NC, NH, NM
Timeline
Customer Resolution Specialist
State Farm
09.2024 - Current
Property Complex Claims Adjuster
State Farm
05.2023 - 09.2024
Servicing Specialist
IEM
12.2022 - 04.2023
Quality & Compliance Analyst Coordinator
Stearns Lending LLC
10.2019 - 03.2022
Customer Success Manager
Westlake Financial Services
03.2017 - 10.2019
Closing Coordinator
Imortgage.com Inc.
08.2016 - 02.2017
Mortgage Loan Closer
Wells Fargo & Company
02.2013 - 08.2016
Senior Operations Coordinator
Capital One Financial Corp
08.2011 - 02.2013
High School Diploma -
W.W Samuel
Bachelor of Arts - Business Administration
Texas Southern University