Lateema Johnson
Greenville,SC
Summary
Accomplished Resolution & Dispute Specialist with a proven track record at Shellpoint Mortgage Servicing, showcasing expert problem-solving and excellent communication skills. Achieved a notable turnaround time, exceeding monthly goals through analytical thinking and quality assurance. Proficient in MS Excel and adept at fostering team collaboration, significantly enhancing customer satisfaction and compliance standards.
Overview
12
12
years of professional experience
Work History
Homeowner Advocacy Verbal Complaint Supervisor
Shellpoint Mortgage Servicing
Greenville, SC
07.2022 - Current
- Resolve customer complaints via phone, email, or social media.
- Analyze complaints to identify potential areas of improvement in products, services, or processes.
- Manage a team of compliance verbal complaint specialists who are responsible for monitoring day-to-day compliance activities, with a focus on resolving customer complaints.
- Report any potential risks identified during call audits, research, or investigations, promptly, to senior management.
- Investigate complaints regarding violations of applicable laws or regulations.
- Coordinate with other departments to ensure proper reporting of any incidents that may have an impact on the company's compliance status.
- Conduct training sessions for front-line management on the organization's compliance standards for proper complaint capture.
- Customer feedback is used to identify potential areas of improvement in products, services, or processes.
- Evaluate existing policies and procedures related to handling customer complaints.
- Maintain accurate records of customer interactions, and follow-up activities.
- Investigate customer complaints to identify root causes, to assist in developing corrective action plans.
Homeowner Advocacy-Verbal Complaints Specialist
Shellpoint Mortgage Servicing
Greenville , SC
11.2016 - Current
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Resolved customer complaints via phone, email or social media.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Drafted written responses to customers regarding their complaints.
- Gathered relevant data from internal systems to assess the validity of a complaint.
- Collaborated with other departments to ensure prompt resolution of customer issues.
QA Specialist-Call Monitoring
Resurgent Capital Services
07.2013 - 04.2016
- Meets daily, weekly, and monthly quantitative production goals with a high percentage of accuracy and minimal errors.
- Provide adequate information and/or documentation that will support the decision(s) made on audits.
- Document any violations of company policies observed during monitored calls.
- Provided feedback and coaching to agents on their call performance.
- Assisted with developing action plans aimed at addressing any deficiencies discovered through call monitoring activities.
- Analyzed customer interactions to identify opportunities for improvement in customer service processes.
- Maintained up-to-date records of all monitored calls, including audio recordings, notes, and other relevant data points.
- Reviewed recordings of past calls between customers and agents in order to provide constructive criticism or praise, as appropriate.
Education
Strayer University - Legal Studies Program
Strayer University
Greenville, SC12.2024
Some College (No Degree) - Paralegal Studies
Greenville Technical College
Greenville, South CarolinaSkills
- Excellent communication skills
- Computer skills
- Ability to work independently
- Ability to work as part of a team
- Multicultural awareness
- High level of adaptability
- Ability to multi-task
- Quickly adapt to changing work assignments
- Proficient in MS Word
- Proficient in MS Excel
- Proficient in PowerPoint
- Proficient in Windows
- Follow up skills
- Strong sense of accountability
- Business reporting
- Quality assurance
- Expert problem solving
- Analytical thinking
- Root-cause analysis
- Risk management
- Quality assessment
- Coaching and mentoring
- Compliance monitoring
Accomplishments
- Ability to multi-task and quickly adapt to changing work assignments
- Legal Studies Courses (Strayer University & Greenville Technical College)
- Proficient in MS Word, MS Excel, PowerPoint, Windows and other internal systems
- Follow up skills and a strong sense of accountability
Priorprofessionalexperience
Verizon Wireless 1997-2011
LCI International, MCI Telecommunications, Greenville Tele-services, 1992-1997
Career Overview
Client Service-Driven Business Professional, Legal Studies, Research Resolution Specialist., Excellent communication and computer skills, Ability to work independently or as part of a team to meet project deadlines, Multicultural awareness with a high level of adaptability
Timeline
Homeowner Advocacy Verbal Complaint Supervisor
Shellpoint Mortgage Servicing
07.2022 - Current
Homeowner Advocacy-Verbal Complaints Specialist
Shellpoint Mortgage Servicing
11.2016 - Current
QA Specialist-Call Monitoring
Resurgent Capital Services
07.2013 - 04.2016
Strayer University - Legal Studies Program
Strayer University
Some College (No Degree) - Paralegal Studies
Greenville Technical College
Similar Profiles
La’Toya SmithLa’Toya Smith
Loss Mitigation Specialist at Shellpoint Mortgage ServicingLoss Mitigation Specialist at Shellpoint Mortgage Servicing
Qualeshia Richardson JohnsonQualeshia Richardson Johnson
Loss Mitigation Specialist at Shellpoint Mortgage Servicing/ New RezLoss Mitigation Specialist at Shellpoint Mortgage Servicing/ New Rez
Jessica GomezJessica Gomez
Customer Service Manager at Shellpoint Mortgage ServicingCustomer Service Manager at Shellpoint Mortgage Servicing
Nicholas HokinNicholas Hokin
Dedicated Loan Servicing Consultant at Shellpoint Mortgage ServicingDedicated Loan Servicing Consultant at Shellpoint Mortgage Servicing
Hayley EvansHayley Evans
Executive Assistant to the CEO of an Architecture & Design Firm at BELAY Solutions, LLCExecutive Assistant to the CEO of an Architecture & Design Firm at BELAY Solutions, LLC