LaShonda Smith
Jacksonville,Florida
Summary
Performance Driven Supervisor with 10 years of expertise and exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
11
11
years of professional experience
Work History
Servicing & Onboarding Supervisor
Freedom Mortgage
03.2020 - Current
- Manage and monitor the productivity and daily functions of a staff of 29 to ensure compliance with policies and regulatory requirements and to maximize operation efficiencies and operational excellence
- Development of course material and interpreting the information into a manner in which the end user can understand
- Processing payroll, oversee attendance & address any behavioral issues within the training and nesting period
- Conduction of Interviews
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Bankruptcy & ILQA Specialist II
Ditech Financial
08.2017 - 01.2020
- Manage assigned portfolio by following current investor guidelines
- Process all bankruptcy accounts in accordance with policies, procedures and processes in place
- Maintain working relationships with outside counsel and/or third party vendors to file necessary court documents to protect company assets
- Understanding and interpreting loan payment histories
- Identifying discrepancies in payment postings and requesting account adjustments to rectify errors
- Managing constant email flow
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Process Proof of Claims for Chapter 7, 13 and 11 Bankruptcies
- Maintain data integrity within system of record and any other systems used by Ditech
- Ensure compliance with loan regulations and bankruptcy guidelines
- Ability to read, understand, and analyze loan and bankruptcy information to determine appropriate actions
- Assist with special projects.
Oversight Audit & Client Review Supervisor
Select Portfolio Servicing Inc.
04.2015 - 04.2017
- Ensure 18 QC auditors meet compliance deadlines and individual and team performance goals are achieved
- Assume accountability for ensuring individuals and the team is consistent with quality control auditing of disputes, notice of errors and potential CFPB violations
- Create process enhancements to maximize efficiency
- Provide consistent support and feedback of departmental audit results
- Encompass thorough knowledge of federal regulations (RESPA, FDCPA, FCRA, etc.) and compliance issues of the mortgage industry
- Conduct a specified number of quality monitors for all Oversight advocates and audit specialist
- Facilitate meetings to communicate audit results, potential compliance violations and risk with the executive management team
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Monitored workflow to improve employee time management and increase productivity.
Customer Service Supervisor
United Health Group
04.2013 - 04.2015
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
High School Diploma -
Robert E Lee High School
Jacksonville, Florida06.1998
Skills
- Microsoft Programs
- Workday
- MSP
- CMS Systems
- 620 Insurance Adjuster
- Complex Problem-Solving
- Process Monitoring and Improvement
- Project Management
- Data Analytics
- Cross-functional Collaboration
- Staff Management
- Training and Mentoring
Timeline
Servicing & Onboarding Supervisor
Freedom Mortgage
03.2020 - Current
Bankruptcy & ILQA Specialist II
Ditech Financial
08.2017 - 01.2020
Oversight Audit & Client Review Supervisor
Select Portfolio Servicing Inc.
04.2015 - 04.2017
Customer Service Supervisor
United Health Group
04.2013 - 04.2015
High School Diploma -
Robert E Lee High School