LaTonya Turner
Greensboro,NC
Summary
Talented Operations Coordinator successful at supervising and directing daily efforts of project teams and developing effective work procedures and processes. Results-oriented and organized with extensive experience working in fast-paced environments to consistently meet operational targets. Proven skills in collaborating with vendors, end customers and team members to achieve targets. Adept at organizing workloads and validating supplies, working with vendors to resolve supply issues and providing technical support and problem-solving expertise to customers. Excellent multitasker and planner. Well-organized warehouse team member offering 3 years' experience in logistics support and coordination. Checking inventory, organizing deliveries and coordinating paperwork. Good communication, conflict management and prioritization skills.
Overview
23
23
years of professional experience
Work History
Operations Coordinator
Quality Vending Service
Greensboro, NC
11.2021 - Current
- Monitored inventory levels to ensure adequate stock availability.
- Coordinated daily operations activities and assigned tasks to staff members.
- Resolved customer service issues in a timely manner.
- Performed quality assurance checks on products prior to shipment.
- Managed communications between departments to ensure efficient operations.
- Conducted training sessions for new employees on operational procedures.
- Sourced vendors for cost-effective materials needed for production.
- Created documentation outlining operating instructions for staff members.
- Developed and implemented operational procedures to ensure efficient workflow.
- Analyzed data to identify trends in order processing times and customer complaints.
- Investigated root causes of errors or delays in order fulfillment processes and recommended solutions.
- Participated in team meetings focused on identifying opportunities for process optimization.
- Shipped packages and received goods and materials under guidance of company's procedures.
- Monitored inventory levels and ordered new supplies to prevent shortages.
- Updated company databases, websites and customer account information.
- Scheduled appointments, meetings and interviews for employees and clients.
- Answered work phones and routed correspondence to correct parties.
- Reviewed contract terms and adhered to deadlines and deliverables.
- Broke down boxes for garbage and recycling.
Sr. Mortgage Loan Processor
KBHS Home Loans
Irving, TX
03.2021 - 07.2022
- Managed any conditions sent from underwriting departments.
- Filed completed packages quickly and efficiently.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Complied applications and paperwork and double-checked for accuracy.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Created and completed loan submission packages.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Checked approvals against established bank and government lending standards.
- Processed USDA, FHA, VA & Conventional mortgage loans.
- Worked with third-party vendors to address and clear loan closing requirements.
- Scanned and uploaded loan and related documents into system.
- Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
- Prepared and delivered loan documents to title and escrow teams.
- Carried out pre-funding and funding functions.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Organized, filed and maintained customer, department and regulatory loan records.
- Checked applicant credit, personal references and employment histories.
- Conveyed acceptance or rejection to customers by mail, telephone, or email.
- Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
Sr. Mortgage Loan Processor
Summit Credit Union
Greensboro, NC
11.2004 - 12.2020
- Compiled applications and paperwork and double-checked for accuracy.
- Submitted applications to credit analysts.
- Checked applicant credit, personal references and employment histories.
- Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
- Submitted completed loan applications, including recommendations for underwriting approval or denial.
- Prepared and delivered loan documents to title and escrow teams.
- Examined and verified information in loan application and closing documents.
- Organized, filed and maintained customer, department and regulatory loan records.
- Carried out pre-funding and funding functions for more than 20+ cases per month.
- Worked with third-party vendors to address and clear loan closing requirements.
- Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
- Conveyed acceptance or rejection to customers by mail, telephone or in person.
- Processed USDA, FHA, VA & Conventional mortgage loans.
- Cross-trained in different internal databases and service positions to help team members meet coverage demands.
- Offered exceptional customer service to differentiate and promote company brand.
- Enhanced member relationships by providing excellent service during each interaction.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Audited member's account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Senior Customer Service Advocate
Oakwood Homes Corporation
Greensboro, NC
01.2001 - 06.2004
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Implemented company processes to effectively resolve customer service issues.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
- Trained new employees on company customer service policies and service level standards.
- Resolved complex customer issues by identifying source of customer's issue providing resolution.
- Demonstrated in-depth knowledge of products, services and policies to coach team members.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Trained and mentored new customer service executives to speed onboarding process.
- Contacted customers to assess needs and deliver solutions.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Skills
- MS Office
- Proficient in Encompass & Orijin mortgage software
- Data management
- Team building
- Customer service oriented
- Relationship building
- Problem resolution
- Organization
- Ability to work in fast pace environments
- Self motivated and goal driven
- Strong attention to detail
- Ability to analyze mortgage numbers for accuracy
- Supervision & leadership
- Generating reports
- Call center operations
- Customer relations
- Inbound and Outbound Calling
- Employee coaching
- Senior leadership support
- Quality assurance and control
- Supply Ordering
- Logistics Coordination
- Quality Assurance
- Logistics expertise
- Inventory Coordination
- Warehouse Operations
Timeline
Operations Coordinator
Quality Vending Service
11.2021 - Current
Sr. Mortgage Loan Processor
KBHS Home Loans
03.2021 - 07.2022
Sr. Mortgage Loan Processor
Summit Credit Union
11.2004 - 12.2020
Senior Customer Service Advocate
Oakwood Homes Corporation
01.2001 - 06.2004