LAKESHIA JARREAU
Summary
Seasoned Operations Manager and talented leader with 10 years of experience. Seeking an opportunity for Operations Director. Eager to join a well-respected team where my leadership skills can be used to elevate the visibility and profitability of the overall organization. I possess the ability, education, and experience to meet the company’s goals and objectives. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
26
26
years of professional experience
Work History
Operations Manager, Commercial and Specialty Teams
HUB Financial Services
01.2021 - Current
- Oversee day to day operational activities at every level within each department.
- Conduct hiring, leadership building, and learning and development to collaborate with other key stakeholders within the company.
- Strategize to process & implement improvements to ensure all tasks are completed as scheduled
- Work closely with Business Analysts to create and develop new technology to streamline processes and procedures.
- Assist with client contracts and proposals for new business, acquisitions, mergers, and new services; service contract creation, negotiation, approval and execution.
- Service contract monitoring - Conduct quarterly reviews of existing contracts to ensure compliance and that service expectations are met.
- Assist with new client service pricing; cost to serve
- Develop initiatives by analyzing data to create financial budgets, develop production goals, and improve workflows for each department.
- Establish Service Level Agreement (SLA) and implement monitoring tools to ensure SLA is achieved.
Commercial Account Manager
HUB Financial Services
01.2019 - 01.2021
- Liaised with Producer, Relationship Manager, and Operations Director to identify program needs to develop and maintain Commercial Real Estate client relationships.
- Assisted with tracking and reporting of all client-facing activities, recorded key metrics and current projects/issues for onsite and/or online reviews, Servicing Guides
- Provided assistance with client education, account implementation and transition coordination
- Acted as Project Manager
- Managed lifecycle of implementation and conversion projects; includes but not limited to: planning, organizing, statement of work, deliverables, efficiently guiding the team through all phases until project completion.
- Advocated on behalf of clients, provided suggestions and feedback regarding product enhancements and improvements in order to improve product and relationship quality.
- Assisted Operations Manager in the coordination and completion of program adjustments, enhancements, and corrections.
- Organized and host weekly meetings with key internal stakeholders.
- Assisted with major sales proposals and presentations as requested.
- Supported HFS Direct functions, including user set up, user training, technical troubleshooting, and client communication.
- Stayed current, develop a detailed understanding, to be well-versed in: Commercial Ops processes and procedures, relevant market and regulatory environment and trends, core systems and technologies, relevant and available risk management solutions and applications.
Mortgage Customer Service Supervisor
HUB Financial Services
01.2015 - 01.2019
- Managed 2 teams who performed various tasks within the Customer Service unit - consisting of payroll, performance action plans and employee development.
- Facilitated one-on-one and monthly team meetings.
- Hiring of staff; building and maintaining relationships with employment agencies in order to obtain new talent.
- Conducted annual performance reviews, tracked PTO accruals and overall attendance of the team.
- Responsible for managing and reporting all call center activity; provided statistical data each month for incoming calls activity and trends.
- Identified areas of opportunity to foster change and create growth.
- Developed Call Monitoring process.
Mortgage Customer Service Team Lead / Mortgage Services
HUB Financial Services
01.2014 - 01.2015
- Responsible for daily team management to ensure quality and efficient customer service. This included hiring, training, coaching, and resolving employee relations issues expressed by team members.
- Assisted management with daily operations of the call center. This included the development, analyses and implementation of staffing and training, scheduling, and reward/recognition programs.
- Provided suggestions and feedback for improving service to both clients and customers, as well as internal relations and operations.
- Reported statistical and team performance feedback to management and team.
- Communicated effectively with the team so that calls are answered in a knowledgeable manner to remain within SLA.
- Assisted in the coordination and completion of special projects assigned by management.
- Experience as Mortgage Team Analyst (MTA) and Commercial Analyst, ensuring the customer service team had extensive, detailed knowledge of tracking processes and procedures in order to provide exceptional service to customers.
- Used appropriate judgment in upward communication regarding team issues or concerns.
- Technical capacity to troubleshoot issues with insurance-tracking software.
- Resolved escalated customer complaints and issues.
- Coordinated team meetings, create agendas, and assisted with maintenance of departmental manuals and materials.
Insurance Services Analyst / Flood Compliance
QBE First
01.2013 - 01.2014
- Utilized business applications and technology to perform routine activities.
- Maintained internal operational and financial controls to ensure both the QBE and the client’s standards were met.
- Responsible for paying escrow bills and updating insurance information for mortgage loans while in a production driven/deadline, fast paced environment.
- Problem solving skills were used to make decisions with an effort to eliminate or minimize impact to the borrower.
- Calculated, adjusted, and canceled Lender Placed Policies accordingly.
- Performed outbound calls to obtain policy information and renewal bills from carriers and agencies.
Lead Account Service Representative CPI/MPI
State National Companies
01.2005 - 01.2012
- Duties were the same as an Account Service Rep, but included the following: Superior decision-making skills based on client’s master policies and service contracts
- Excellent oral and written communication with accounts, teams, internal customers, and management.
- Liaison between the client and the Account Manager; processed and approved special requests; facilitated conference calls with the Account Managers and the client’s primary contact; recommended and implemented changes to the client’s program which resulted in the client paying additional costs for added services
- Facilitated monthly team meetings and projects assigned by management.
- Tested new enhancements to Insurtrak and Startrak; identified, troubleshoot, and made recommendations for system processes.
- Developed on-the-job training for new employees.
- Developed and audited collection procedures
- Served as assistant supervisor of a team of 8 reps. Additional responsibilities consisted of participating in interviews, overseeing daily activities of the team to ensure the timely and accurate completion of all work in accordance with agreed standards.
- Maintained daily attendance spreadsheet; conduct monthly audits of RS, Account Reps, and Document Processors.
- Provided feedback through various coaching techniques; assisted with training of the new employees.
Account Service Representative CPI/MPI
State National Companies
01.2004 - 01.2005
- Managed 27 accounts, responsible for the efficient tracking and monitoring of insurance for CPI, MPI, Flood, Escrow, Foreclosed properties
- Responsible for issuing certificates and preparing quotes
- Provided superior customer service while working in a fast pace and demanding environment
- Trained Lenders on how to work various reports and how to utilize Insurtrak
- Managed and processed all phases of billing with multiple accounts-collected premium, assisted accounts with balancing GL account
- Analyzed documentation to authorize refunds
- Performed collection activity on delinquent accounts using various follow up techniques, arranging promise to pays, reason for delay, work with clients to cure delinquencies
- Assisted accounts with insurance verification as well as interpreting data keyed into the system
- Primarily focused on protecting financial institutions’ assets while increasing State National’s monetary gain
- Secondary responsibilities included assisting data entry/fax reps with accuracy and timeliness of updated insurance information.
Emergency Room Intake Specialist
Baton Rouge General Medical Center
01.2001 - 01.2004
- Greeted patients
- Recorded personal details and gathered medical histories
- Served as liasion between patient’s ER doctor and PCP or Specialists
- Ordered lab work and recorded lab results in database.
Insurance Billing Clerk
Stanocola Medical Clinic
01.1998 - 01.2001
- Implemented a system that allowed for the efficient billing of secondary insurance claims; tracked and monitored claims allowing company to reach profit goals
- Problem solving: use of EOB from primary ins to file claim with secondary & third party carriers; identified, researched, and resolved coding/billing issues on EOB
- Reimbursements/Denials
- Worked in all phases of primary insurance claims form the initial billing to analyses of aged reports
- Extended duties included but not limited to the following: Patient relations, worker’s compensation, received and assessed lab requisitions for coding issues
- The following systems were utilized: AS400 and Medical Manager.
Education
Risk Management Courses -
Kaplan University
01.2008
AAS Southeastern Louisiana University -
Industrial Technology-Occupational Safety & Health Environment Administration
01.2002
High School Diploma -
Belaire Medical Magnet High School
01.1997
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Operations Monitoring
- Staff Training
- Staff Management
- Project Management
- Client Relations
- Work flow planning
- Staff Development
- MS Office
- Customer Relationship Management
Professional Associations and Certifications
- Member of the ASSE non-student chapter
- Leadership Development Certification – State National Companies
- Talent Selection Certification – State National Companies
References
- Logan Cain, Sr. Commercial Account Management Liaison, 972-835-3301
- Letitia Parker, Talent Acquisitions Recruiter, 225-302-4709
Timeline
Operations Manager, Commercial and Specialty Teams
HUB Financial Services
01.2021 - Current
Commercial Account Manager
HUB Financial Services
01.2019 - 01.2021
Mortgage Customer Service Supervisor
HUB Financial Services
01.2015 - 01.2019
Mortgage Customer Service Team Lead / Mortgage Services
HUB Financial Services
01.2014 - 01.2015
Insurance Services Analyst / Flood Compliance
QBE First
01.2013 - 01.2014
Lead Account Service Representative CPI/MPI
State National Companies
01.2005 - 01.2012
Account Service Representative CPI/MPI
State National Companies
01.2004 - 01.2005
Emergency Room Intake Specialist
Baton Rouge General Medical Center
01.2001 - 01.2004
Insurance Billing Clerk
Stanocola Medical Clinic
01.1998 - 01.2001
Risk Management Courses -
Kaplan University
AAS Southeastern Louisiana University -
Industrial Technology-Occupational Safety & Health Environment Administration
High School Diploma -
Belaire Medical Magnet High School