Lauren Dusenbury
Irving,TX
Summary
Detail-oriented operations and compliance professional with 10+ years of experience supporting payment processing, account management, regulatory compliance, quality assurance, and customer service within highly regulated financial services environments. Skilled at investigating account discrepancies, reviewing documentation, analyzing data, and collaborating across cross-functional teams to resolve complex issues. Experienced monitoring performance metrics, maintaining accurate records, and identifying process improvements that enhance operational efficiency. Recognized for exceptional attention to detail, analytical thinking, and the ability to quickly learn new systems, processes, and industry regulations.
Overview
11
11
years of professional experience
Work History
Licensing & Compliance Administrator
Holman
Mount Laurel, NJ
03.2023 - Current
- Manage a high-volume portfolio of IFTA and IRP accounts by reviewing, validating, and processing documentation to ensure accurate regulatory filings and compliance with state and federal requirements.
- Investigate account discrepancies by analyzing mileage, fuel, tax, and registration data, resolving issues before submission to regulatory agencies.
- Coordinated with clients via phone and email to obtain supporting documentation, clarify missing information, and ensure timely completion of required filings.
- Maintained detailed records for monthly, quarterly, and annual filings, ensuring accuracy and audit readiness.
- Monitor regulatory changes and implement workflow improvements that enhance compliance and operational efficiency.
- Utilize specialized software to manage vehicle registrations, reporting, and account records.
- Developed training materials and assisted with onboarding new employees to enhance documentation consistency.
Quality Assurance Representative
Freedom Mortgage
Moorestown, NJ
03.2020 - 05.2022
- Evaluated customer interactions for compliance with company policies, regulatory requirements, and quality standards, enhancing overall service quality.
- Analyzed call quality data and performance trends to identify recurring issues and recommend process improvements.
- Collaborated with leadership to enhance customer experience and address recurring service issues, contributing to improved satisfaction.
- Delivered virtual coaching sessions that enhanced employee performance and communication skills, fostering a more effective team environment.
- Documented quality findings, evaluations, and coaching sessions with a high degree of accuracy.
- Prepared weekly reports using Microsoft Excel to monitor KPIs, quality metrics, and operational performance.
- Successfully managed multiple priorities while consistently meeting quality and productivity goals.
Licensed Insurance Producer / Customer Service Representative
NJM Insurance
Hammonton, NJ
05.2019 - 11.2019
- Guided prospective and existing policyholders in understanding insurance products, addressing account inquiries, and delivering exceptional customer service.
- Executed policy applications, account updates, and transactions while upholding compliance with company procedures.
- Resolved customer concerns through investigation and ensured timely, accurate outcomes.
- Maintained detailed documentation of customer interactions to support accurate account records and follow-up.
- Navigated multiple systems simultaneously while maintaining accuracy in a fast-paced environment.
Resolutions Manager
PHH Mortgage
Mount Laurel, NJ
03.2017 - 05.2019
- Conducted financial interviews to assess customer situations and tailor repayment solutions that address individual needs.
- Processed payment inquiries, escrow requests, payoff statements, and account servicing requests with accuracy and professionalism.
- Investigated account issues and coordinated with internal departments to resolve discrepancies, enhancing overall customer satisfaction.
- Reviewed and maintained customer documentation supporting servicing activities and compliance requirements.
- Resolved escalated customer concerns while achieving productivity and service goals, ensuring positive customer experiences.
- Trained and mentored new employees on policies, systems, and customer service expectations.
- Maintained detailed account records to support compliance and audit readiness.
Administrative Assistant
Resources Global Professionals (RGP)
Philadelphia, PA
02.2016 - 02.2017
- Managed document organization and facilitated inbound/outbound communications to streamline administrative processes.
- Maintained accurate customer and client records within internal databases.
- Assisted consultants and leadership on special projects, prioritizing tasks to meet deadlines.
- Coordinated research and reporting to support business development initiatives.
Banking Specialist
TD Bank
Mount Laurel, NJ
06.2015 - 02.2016
- Facilitated banking transactions, account maintenance, and financial product inquiries for customers in a high-volume environment to ensure seamless service.
- Processed account requests accurately while maintaining compliance with banking regulations and internal policies.
- Secured confidential financial records and accurately documented customer interactions to uphold compliance and enhance service quality.
- Provided professional customer service, consistently achieving quality and productivity standards to support overall operational goals.
Education
Completed Coursework - Health Science
Philadelphia University
High School Diploma -
Moorestown High School
Skills
- Payment Processing
- Account Management
- Regulatory Compliance
- Documentation Review & Recordkeeping
- Data Analysis & Reporting
- Transaction Investigation
- Discrepancy Resolution
- Quality Assurance
- Investigation techniques
- Trend Analysis
- Process Improvement
- Microsoft Excel
- Salesforce
- SharePoint
- Cross-Functional Collaboration
- Customer Issue Resolution
- Phone & Email Communication
- Audit Readiness
- Problem Solving
- Multitasking
- Strong Attention to Detail
Education And Professional Development
- Philadelphia University, Completed Coursework in Health Science
- Moorestown High School, High School Diploma
Timeline
Licensing & Compliance Administrator
Holman
03.2023 - Current
Quality Assurance Representative
Freedom Mortgage
03.2020 - 05.2022
Licensed Insurance Producer / Customer Service Representative
NJM Insurance
05.2019 - 11.2019
Resolutions Manager
PHH Mortgage
03.2017 - 05.2019
Administrative Assistant
Resources Global Professionals (RGP)
02.2016 - 02.2017
Banking Specialist
TD Bank
06.2015 - 02.2016
Completed Coursework - Health Science
Philadelphia University
High School Diploma -
Moorestown High School