Summary
Overview
Work History
Education
Skills
Timeline
Generic

Loleata Fields

Fort Worth,US

Summary

Dynamic customer service professional with a proven track record at Freedom Mortgage Corporation, excelling in problem resolution and data entry. Adept at enhancing client satisfaction through effective communication and meticulous attention to detail, while leveraging Salesforce CRM to streamline processes and achieve outstanding results in high-pressure environments.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Freedom Mortgage Corporation
Dallas, US
07.2021 - 06.2025
  • Provided customer service inbound and outbound calls, taking 80 calls daily regarding mortgage payment issues, tax and insurance payments, and account updates.
  • Researched and resolved missing payments, processed address changes, and reviewed payment options for customers.
  • Played a critical role in loss mitigation, receiving and uploading necessary documents for further departmental review.
  • Ensured timely responses to customer inquiries, enhancing overall service quality and client satisfaction.

PROVIDER SERVICES REPRESENTATIVE

Harvard Pilgrim Health Care
Dallas/Ft. Worth
09.2023 - 09.2024
  • Company Overview: NTTData
  • Served as a benefits verification specialist, assisting healthcare providers by verifying member policies and benefit details.
  • Conducted detailed verifications of member identities, policy types, and specific benefits inquiries, ensuring accurate information was communicated to providers.
  • Managed over 70 inbound calls daily, delivering high-quality service while maintaining top performance metrics.
  • Entered new authorizations and corrected existing ones as requested by providers, streamlining the authorization process.
  • NTTData

COLLECTION AGENT

Selene Finance
Dallas, US
10.2020 - 06.2021
  • Engaged in proactive debt recovery, directing a portfolio of delinquent accounts and negotiating payment terms with clients.
  • Reviewed account histories to find the best course of action for recovering overdue balances, ensuring that payment plans were both manageable for clients and beneficial for the company.
  • Utilized a customer-focused approach to maintain positive relationships while securing payments.

PROVIDER CLAIMS REPRESENTATIVE

Southwestern Health Resources
Fort Worth, US
10.2016 - 08.2019
  • Oversaw the claims process, confirming timely and accurate payments to healthcare providers.
  • Monitored and reviewed claims data to uncover inconsistencies and guarantee compliance with payer contracts.
  • Worked closely with internal teams to resolve any payment-related issues.
  • Played a key role in analyzing data to facilitate informed decision-making on billing accuracy.

CUSTOMER EXPERIENCE AGENT

Stericycle Inc
Fort Worth, US
09.2015 - 08.2016
  • Directed both inbound and outbound customer service interactions, following strict protocols to meet client expectations.
  • Actively communicated with team leads to secure seamless service and issue resolution.
  • Assisted in the overall success of the customer service team by organizing special initiatives and providing assistance.
  • Demonstrated exceptional attention to detail while adhering to company policies and procedures.

Education

High School Diploma -

Polytechnic High School
Fort Worth, TX
05-1999

Skills

  • Customer service
  • Data entry
  • Problem resolution
  • Attention to detail
  • Communication skills
  • Salesforce CRM system proficiency
  • Researching

Timeline

PROVIDER SERVICES REPRESENTATIVE

Harvard Pilgrim Health Care
09.2023 - 09.2024

Customer Service Representative

Freedom Mortgage Corporation
07.2021 - 06.2025

COLLECTION AGENT

Selene Finance
10.2020 - 06.2021

PROVIDER CLAIMS REPRESENTATIVE

Southwestern Health Resources
10.2016 - 08.2019

CUSTOMER EXPERIENCE AGENT

Stericycle Inc
09.2015 - 08.2016

High School Diploma -

Polytechnic High School

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