Summary
Overview
Work History
Education
Skills
Personal Information
Active Secret Security Clearance
Timeline
Generic

Latisha Bundy

Tappahannock,VA

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

2025
2025
years of professional experience

Work History

Tier 2 complaint Coordinator

Capital One
  • Assess our customers' various needs to provide expert service and advocate for the best solution to their problems
  • Ensure complaints are addressed promptly and proactively in accordance with enacts' procedures while maintaining a customer focused approach
  • Record complaints in the system on a daily basis
  • Handle escalated issues and assist the customer with their needs
  • Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
  • Enhanced customer satisfaction by diligently addressing and resolving complaints in a timely manner.
  • Prioritized urgent cases, ensuring prompt attention was given to mitigate potential escalations or legal issues.

Customer Service Representative

CapitalOne
  • Company Overview: Contractor Via Astyra Employment Service
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Mortgage Customer Service Representative

SUNTRUST
  • Essential duties and responsibilities include focusing on delivering an exceptional experience for our customers through financial advice and guidance, coupled with providing insight on products and services on loans and products when Needed
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and transparency.
  • Maintained compliance with federal regulations through diligent review of loan documents and adherence to company policies.
  • Documenting the system of record with all details on the conversations and Actions taken
  • Answer customer inquiries regarding Mortgage/CRE accounts
  • Assist clients with payment Escrow breakdown
  • Researches customer complaints or concerns and corrects or adjusts records, as Needed
  • Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc
  • Responds to customer correspondence, types letter, prepares forms, and other Documents
  • Assists in monitoring non escrow accounts for payment of taxes and insurance by Mortgagor
  • Prepares letters, forms and other documents used for discharging liens
  • Examines documents such as deeds, assignments, and mortgages, to verify that All documents are correct prior to discharging the mortgage lien
  • Coordinates and processes payoff requests for various title companies or Customers
  • Performs other duties as may be assigned
  • Ensured accuracy in data entry tasks, minimizing errors that could result in costly delays or misinformation within the mortgage process.
  • Enhanced borrower retention with proactive communication and follow-up on loan status updates.

Customer Service Representative

CORVEL CORPORATION
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handles inquiries appropriately
  • Opens, reads, prioritizes, routes and distributes incoming mail or other materials
  • Coordinates and maintains scheduling and event calendars, including travel dates and arrangements, appointments with customers, meetings and conference calls
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

ALORICA
  • Handling 90 calls daily with duties including signing up new customers, retrieving customer data and also presenting relevant product information
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assist consumers in identifying barriers to recovery goals
  • Observe and reinforce positive progress that consumers make toward recovery goals
  • Continue to develop professional skill by maintaining certification through required coursework
  • Operate all established collection procedures using initiative, imagination and flexibility to achieve targeted results while promoting customers' goodwill

Eligibility Specialist

Rose International
09.2024 - Current
  • Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
  • Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
  • Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
  • Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
  • Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
  • Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
  • Assisted clients with accurate eligibility form, application and document completion.
  • Processed and certified documents for accuracy and compliance with government regulations.
  • Resolved discrepancies with client applications to verify eligibility.

Universal Banker

Atlantic Union Bank
05.2023 - 08.2024
  • Responsible for driving revenue through direct sales of personal accounts, loans and lines of credit
  • Responsible for meeting and exceeding sales quotes
  • Provide clients with the tools, information, and benefits to assist them in attaining their financial goals
  • Processes customer transactions and maintains accurate records of all interactions and transactions according to the Bank's policies and procedures
  • Develops working relationships by effectively responding to customer needs, resolving inquiries/complaints in a positive, professional and timely manner as outlined in Bank policies and procedures
  • NMLS Registered
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
  • Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
  • Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
  • Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.

Education

HIGH SCHOOL DIPLOMA -

Essex High School
Tappahannock, VA
01.2010

Skills

  • Strategic Planning
  • Worker's Compensation
  • Customer Service
  • Escrow
  • Security
  • Accounts Receivable
  • Banking
  • Direct Sales
  • Front Desk
  • Sales
  • Typing
  • Lending
  • Microsoft Excel
  • Microsoft Word
  • Office Experience
  • Microsoft Outlook
  • Time Management
  • Organizational Skills
  • Loan Processing
  • Accounting

Personal Information

  • Date of Birth: 08/18/92
  • Nationality: American

Active Secret Security Clearance

Active Secret Security Clearance

Timeline

Eligibility Specialist

Rose International
09.2024 - Current

Universal Banker

Atlantic Union Bank
05.2023 - 08.2024

Tier 2 complaint Coordinator

Capital One

Customer Service Representative

CapitalOne

Mortgage Customer Service Representative

SUNTRUST

Customer Service Representative

CORVEL CORPORATION

Customer Service Representative

ALORICA

HIGH SCHOOL DIPLOMA -

Essex High School

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Latisha Bundy