LATASHA WADE
Dallas,TX
Summary
Team Lead with extensive expertise in account management and customer service, driving collections success through strategic problem-solving and cross-functional collaboration. Demonstrates proficiency in process improvement and team leadership, leveraging strong communication and analytical skills to enhance operational efficiency and customer satisfaction. Committed to fostering a supportive work environment and pursuing opportunities for organizational advancement.
Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.
Overview
17
17
years of professional experience
Work History
TEAM LEAD
Culligan Quench WATER
08.2022 - Current
- Lead a team with overseeing collections activities with measuring portfolio of sometimes large, complex accounts
- Meet/exceed all position specific key performance indicators/metrics (KPI’s)
- Act as a first escalation point for questions from the Collections Team
- Develop cross-functional relationships with Sales leaders allowing for collaboration towards collections goals using AR meetings as a vehicle for communication
- Create reports used to analyze and actively manage quantitative and qualitative performance metrics
- Handle and resolve escalated customer issues
- Evaluate operational processes, escalation procedures, departmental systems, and identify opportunities for improvements
- Ensure regular and reliable attendance of the Collections Team and provide coaching as needed
Account Resolution Specialist
ROUNDPOINT MORTGAGE SERVICES
10.2020 - 08.2022
- Analyze customer accounts to identify causes of delinquency and develop tailored resolution strategies
- Communicate effectively with customers to assess financial situations, establish payment solutions, and create a sense of urgency for resolution
- Identify and refer customers for loss mitigation assistance, guiding them through documentation, trial payments, and key milestones
- Provide a Story Worthy Customer Experience by delivering clear, empathetic, and solution-oriented support
- Maintain detailed and accurate documentation of customer interactions and accounting activities
- Ensure compliance with all regulatory requirements and company policies
- Collaborate with internal teams to foster a positive and growth-driven work culture
- Make informed decisions efficiently to assist customers in maintaining financial stability
TECHNICAL CLIENT SERVICE REP I
COX AUTOMOTIVE
01.2018 - 10.2020
- Diagnose hardware and software issues using technical procedures (troubleshooting, tracking, and documenting) to identify issues and provide resolution to internal and external customers
- Take ownership of customer inquiries and requests, including identifying issues and related information, obtaining, and evaluating relevant data, formulating resolution, and responding in a timely and accurate manner
- Provide proactive application and technical support for RMS end users, which includes performing detailed investigations to identify root causes/fixes for complex issues
- Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required
- Utilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues
- Build report and elicit problem details from non-technical or technical customers
- Support other requests as required, including dealer interaction and internal reporting and analysis requests
- Maintain regular interactions with technology and programming teams to manage fixes for production service issues
- Perform system testing as a final validation before release to customer
REINSTATEMENT SPECIALIST/SENIOR ANALYST
HYUNDAI CAPITAL AMERICA
02.2011 - 01.2018
- Answer heavy inbound calls from customers whose vehicles have been repossessed
- Review the repossession and advise the customer on the process for review to reinstatement
- Communicate with internal and external customers (i.e
- Repossession vendors, auctions, asset remarketing) regarding fees, storage, and transport of vehicles
- Fax reinstatement applications to customers requesting reinstatement along with applicable instructions on handling
- Review the applications upon receipt for completeness
- Conduct the investigation necessary to approve or deny the request
- Answer questions on personal property
- Document the service system with all activity, including fees, transportation, and payment from customers
- For approved redemption, advise customers on the steps to recover their vehicles
- Review completed reinstatement applications daily
- Make recommendations on applications for approval or denial of reinstatement
- Provide clear directions on priorities within the work group to meet SLA’s and avoid audit violations
- Take escalated calls as needed to ensure that accounts have not been wrongfully repossessed and avoid possible operational losses
- Complete weekly and monthly reporting on trends and production within Reinstatement, Specialty Repossession, and Field Chase work groups
- Confirm POI, Proof of Payment by Western Union, Money Gram and Western
- Support other requests as required, including dealer interaction and internal reporting and analysis requests
- Maintain regular interactions with technology and program teams to manage fixes for production service issues
- Perform system testing as a final validation before release to customer
LOSS MITIGATION SPECIALIST
GREEN TREE MORTGAGE
02.2008 - 01.2011
- Manage portfolio of GSE assets that are actively pursuing liquidation or retention options to cure defaults
- Manage various remote teams and streamline operations through improving communication between departments and reduce lead-time in implementing loss mitigation strategies
- Document accurate loss mitigation reviews and foreclosure details via MSP
- Coordinate post foreclosure sale activity including deed/title transfers, property preservation and delivering marketable title to the REO department
- Conduct credit reports using TransUnion and Experian (internet)
- Resolve customer disputes and prepare adjustments to A/R when necessary
- Work A/R reports, section denials for the purpose of collecting payments
- Assist in creating PowerPoint decks for clients to present buy recommendations for clients
- Execute daily operations of reviewing and processing default and non-default loans by using AS400 system
- Inform analyst of any additional information given by the customer or authorized party via MSP and instant messaging
- Maintain all reports and records for all modifications, short sales and REO properties as well as foreclosures
- Educate homeowners to determine the feasibility of completing loan modifications on FHLMC loans to help them retain their homes
- Modify FHA, VA, and DC loans each requiring a different process to bring the loan current
Education
DIPLOMA -
GREEN B. TRIMBLE TECHNICAL HIGH SCHOOL
05.1993
Skills
- Auditing
- Training
- Fast learner
- Team player
- People person
- Organized and detailed oriented
- Excellent written and verbal skills
- Proficient in all Microsoft products
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Quality control
- Process improvement
Timeline
TEAM LEAD
Culligan Quench WATER
08.2022 - Current
Account Resolution Specialist
ROUNDPOINT MORTGAGE SERVICES
10.2020 - 08.2022
TECHNICAL CLIENT SERVICE REP I
COX AUTOMOTIVE
01.2018 - 10.2020
REINSTATEMENT SPECIALIST/SENIOR ANALYST
HYUNDAI CAPITAL AMERICA
02.2011 - 01.2018
LOSS MITIGATION SPECIALIST
GREEN TREE MORTGAGE
02.2008 - 01.2011
DIPLOMA -
GREEN B. TRIMBLE TECHNICAL HIGH SCHOOL
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