LASANDRA HARLAN
Columbia,TN
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
18
18
years of professional experience
Work History
Supervisor Investigation/Repossession Agent
Pace Financial
Franklin, TN
11.2015 - 02.2025
- Positions at this level provide immediate, direct supervision and are accountable for day-to-day oversight of operational activities. Positions supervise employees performing similar work with less complex, routine, or production functions. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job.
- Exercise supervisory authority over a team of subordinate staff. Supervise, hire, promote, train, monitor performance, develop, coach, discipline, and provide direction to employees. Respond to and resolve employee grievances. Assign and evaluate work. Promote a diverse and welcoming work environment. Promote safety practices in the performance of all work activities.
- Plan, organize, and manage the work of the unit to ensure that performance expectations and outcomes are met.
- Develop, interpret, and evaluate programs, procedures, and systems.
- Participate in the management of all department programs. Assist a manager in developing program rules, policies, long- and short-range goals, plans, program evaluation, and budget management.
- Coordinate and supervise the investigation of transactions, behaviors, or activities that are questionable under rules, laws, regulations, and directives.
- Determine if an investigation is warranted, the appropriate actions to take, and assign it to the staff.
- Monitor ongoing investigations. Liaise with, and respond to questions from, suspects, victims, witnesses, union stewards, Human Resources, and other involved parties.
- Review and give final approval on investigative reports. Report high-risk cases to agency leadership.
- Collaborate with, and seek expert advice from, legal counsel, law enforcement, investigative agencies, and the Attorney General’s office.
- The accountabilities and job duties are characteristic of the type and level of work associated with these classes. Individual positions may do all or some combination of the accountabilities and job duties listed, as well as other related responsibilities.
Default/Loss Mitigation Specialist, State Home Mortgage
Georgia Dept. of Community Affairs
Atlanta, GA
01.2007 - 01.2015
- Gathers and reviews financial information to facilitate recommendation of charge-off foreclosure and/or loss mitigation alternatives
- Determines and recommends the most feasible and appropriate workout to the customer
- Processes bankruptcy impaired mortgage and equity loans by gathering and analyzing bankruptcy notifications, facilitating Proof of Claims, Motion for Relief and/or charge offs
- Administers bankruptcy expenses, process payments and assists with filings and motions
- Keeps servicing files up-to-date so borrowers can receive the best assistance
- Minimizes loss due to foreclosure through the use of loss mitigation options (i.e
- Pre-foreclosure sales, loan modifications, repayment plans, etc.)
- Arrange contractual services relating to property inspections, appraisers, real estate agents, etc
- Review title searches
- Make calls to borrowers, borrowers' authorized representatives, and/or brokers
- Accurately underwrites the borrower's income, through the review of paystubs, tax documents, benefit statements, business profit and loss statements, etc
- Certifies that all required actions have taken place prior to completing a foreclosure sale
- Ensures compliance with company policies and procedures
Education
Business Management -
Columbia State College
Columbia, TN01.1992
Business Management - Criminal Justice
Lansing Community College
Lansing, MI01.1988
Skills
- Microsoft Office Expert
- Financial Experience
- Mortgage Servicing Experience
- Team and Group Oriented
- Backup management
- Virtualization technologies
- Effective Intrapersonal Skills
- Proficient Mathematical Skills
- Schedule development
- Relationship building
- Staff education
- Capacity planning
- Power distribution management
- Incident management
- Operating system administration
- Cross-functional communication
Professionaltrainingandcertification
- FCRA & FDCPA Certified
- Notary Public
Timeline
Supervisor Investigation/Repossession Agent
Pace Financial
11.2015 - 02.2025
Default/Loss Mitigation Specialist, State Home Mortgage
Georgia Dept. of Community Affairs
01.2007 - 01.2015
Business Management -
Columbia State College
Business Management - Criminal Justice
Lansing Community College
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