Laquanda Washington
Phoenix,AZ
Summary
Strong passion to deliver customer satisfaction and unparalleled support. Enhances customer experience by employing service-oriented behaviors, "client first" mentality and listening attentively. Team player, eager to embrace new experiences and assist team achieve First Citizen Bank goals.
Overview
16
16
years of professional experience
Work History
Loan Servicing Specialist
Upgrade
07.2022 - Current
- Service accounts by investigating issues and found solutions
- Identify areas of opportunity to improve customer satisfaction
- Answer up to 80 incoming calls per day regarding bills, service questions and general concerns
- Provide technical support to customers, troubleshooting technical issues and providing solutions
- Obtain updated contact information from all customers and verify data for accuracy
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms
- Monitor system performance to identify potential issues
- Create user accounts and assign permissions
Customer Service Representative
Wells Fargo Home Mortgage
07.2020 - 07.2022
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Consecutively received monthly performance bonus of $250
- Processed ACH and EFT payments
- Increased customer knowledge with options for loan modifications, payment deferrals, as well as short sales to prevent forclosure
- Provided excellent customer care by responding to requests, assisting with product selection and managing up to 60 calls per day
Human Resource Specialist
Wells Fargo
03.2017 - 04.2020
- Utilized resource systems to document tasks performed
- Used ticketing systems to manage and process support actions and requests
- Actively listened and asked probing questions to better assist team member
- Answered questions about eligibility determinations and plan options.
- Processed enrollment paperwork and benefits forms
- Responded to team member inquiries and provided technical assistance over phone
Fraud Analyst
Fedility Information Services
04.2012 - 02.2017
- Identified possible threats and minimized exposure to financial loss
- Analyzed large amounts of data and public records to locate fraud anomalies
- Implemented internal controls to maintain integrity and accuracy of financial records
- Delivered W.O.W factor when resolution to problems/ issues were implemented
- Developed detailed-oriented approach to sensitive content
- Produced detailed reports of fraud investigations and presented findings to senior management
- Implemented procedures to detect as well as prevent fraud
Customer Service Representative
U.S. Bank
04.2007 - 04.2012
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity managing 60 calls per day
- Promoted available products and services to customers during service, account management, and order calls.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Arts - Culinary Arts
Milwaukee Area Technical College
Milwaukee, WI05.2005
Skills
- Microsoft Word/Office
- ACH and EFT Processing
- Customer Relations
- Mortgage Servicing
- Database
- Financial Services
- Conflict Resolution
- Time Management
- Data Entry
- Customer Satisfaction
- Technical Support
- Relationship Management
- Zendesk
Timeline
Loan Servicing Specialist
Upgrade
07.2022 - Current
Customer Service Representative
Wells Fargo Home Mortgage
07.2020 - 07.2022
Human Resource Specialist
Wells Fargo
03.2017 - 04.2020
Fraud Analyst
Fedility Information Services
04.2012 - 02.2017
Customer Service Representative
U.S. Bank
04.2007 - 04.2012
Associate of Arts - Culinary Arts
Milwaukee Area Technical College
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