Marisha Outlaw
Nationwide
Greenville,USA
1
Language
1
Certification
10
years of professional experience
Supported team objectives through ongoing skill development and effective application of learned techniques.,Maintained high quality in all assigned responsibilities.,Demonstrated strong work ethic in management, collections, customer service, and office administration roles.
Focused on personal health improvement and explored healthcare roles while maintaining expertise in call center operations. I also worked front desk during that time.
Work History
Loan Counselor
7 Months- Evaluated borrower financial situations to recommend appropriate loan products and solutions.
- Conducted thorough credit analyses to ensure compliance with underwriting standards.
- Guided clients through loan application processes, enhancing customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline loan processing procedures and reduce turnaround time.
- Provided exceptional customer service throughout the entire loan process, addressing inquiries promptly and professionally.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act, and Community Reinvestment Act.
- Contributed to a positive workplace culture that prioritized teamwork, collaboration, and continuous learning opportunities for all employees involved in the lending process.
- Developed and maintained relationships with customers, lenders and other third parties.
- Also Collecting payments and doing repayment plans for customers
- Providing the best options to clients that need assistance
- Negotiating tactics to help clients get into better standing with there mortgage loans
- Help figure out ways to resolve clients issues with paying mortgage
- Working from home
- Inbound and Outbound calls about 150 calls a day
- Leaving voicemails to get in contact with clients to resolve issues
- Sending emails to resolve issues and to get in touch with clients
- Sending letters via fax, email or mail.
- Reviewing mortgage assistance options with clients as far as trial period plans, loan modifications, Forbearance plans, and defferals.
Collections Rep I & II
6 Years- Assisted in package handling and sorting processes. Supported team efforts in organizing and distributing packages. Facilitated the sorting and arrangement of packages efficiently.
- Assisted in unloading trucks efficiently and safely. Supported team in organizing and sorting incoming shipments. Participated in inventory management during unloading processes.
- Executed labeling processes to ensure accurate identification and categorization of products.
- Oversaw packing operations for trucks, ensuring efficient loading of packages.
- Sorted and organized packages by destination, ensuring timely processing for delivery routes.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Contributed to increased productivity by working effectively in high-pressure situations.
- Moved furniture and boxes using utility dolly and truck ramp.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Assembled pallets and crates for secure transportation of materials.
Administrative Assistant
1 Year- Delivered exceptional customer service for Conduent, ensuring client satisfaction and loyalty.
- Managed inbound call operations for Humana Pharmacy to ensure efficient customer service delivery.
- Managed prescription refill processes to ensure timely medication access for patients.
- Organized and scheduled appointments to optimize workflow.
- Supported front desk team in delivering exceptional customer service and maintaining a welcoming environment.
- Ensured cleanliness and organization of workspace and desk area.
- Managed receipt and verification of incoming packages.
- Assisted in welcoming customers and colleagues with friendly smiles. Supported team members by maintaining a positive atmosphere.
- Organized and prioritized team emails for efficient communication.
- Facilitated interview processes to identify qualified candidates.
- Facilitated resolution of inquiries by providing accurate and timely information.
- Resolved customer complaints and addressed operational issues to enhance service quality.
- Managed inventory of office supplies to ensure availability and support daily operations.
- Managed incoming calls to schedule and confirm appointment reminders.
- Maintained accurate records and organized files to ensure efficient information retrieval.
- Facilitated scheduling and organization of group meetings for coworkers.
- Transitioned to full-time agent role at Truist, demonstrating commitment and expertise.
- Secured a higher-paying position with Truist after successful placement through Adecco.
Agent
1 Year 11 Months- Managed inbound call operations to ensure efficient customer service delivery.
- Delivered exceptional customer service to Spectrum customers, ensuring satisfaction and loyalty.
- Diagnosed and resolved technical issues to ensure system functionality.
- Processed customer payments efficiently and accurately.
- Scheduled and coordinated technician appointments to optimize service delivery.
- Managed customer inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Mentored junior agents, providing guidance on best practices to improve team performance and cohesion.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Developed training materials for new agents, improving onboarding efficiency and knowledge retention.
Package handler
8 Months- Assisted in package handling and sorting processes. Supported team efforts in organizing and distributing packages. Facilitated the sorting and arrangement of packages efficiently.
- Assisted in unloading trucks efficiently and safely. Supported team in organizing and sorting incoming shipments. Participated in inventory management during unloading processes.
- Executed labeling processes to ensure accurate identification and categorization of products.
- Oversaw packing operations for trucks, ensuring efficient loading of packages.
- Sorted and organized packages by destination, ensuring timely processing for delivery routes.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Contributed to increased productivity by working effectively in high-pressure situations.
- Moved furniture and boxes using utility dolly and truck ramp.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Assembled pallets and crates for secure transportation of materials.
Education
High school diploma
No Degree
Skills
Call center
Appointment scheduling
Troubleshooting
Administrative Experience
Research
Phone etiquette
Windows
Technical Proficiency
Productivity software
Microsoft Word
Typing
Cash handling
Time management
Leadership
Loan processing
Cold calling
Computer Operation
Supervising experience
Data entry
Scripting
Multitasking
Grammar Experience
Computer skills
Microsoft Excel
Web accessibility
Data collection
Microsoft Outlook
Data management
Sales
Mobile devices
Basic math
English
Microsoft Powerpoint
Accounts receivable
Communication skills
Team Management
Outbound calling
VPN
Medical terminology
Computer literacy
Customer service
Customer support
IOS
Teamwork
Microsoft Office
Teaching
Greeting people
Office experience
Computer Skills
Live chat
SharePoint
5G
Organizational Skills
Authentication
Software troubleshooting
Negotiation
Loan servicing
Documentation review
Risk evaluation
Loan structuring
Loan documentation
Financial counseling
Loan modification
Debt management
Loan administration
Loan repayment
Loan verification
Loan recovery
Financial planning
Applicant communication
Teamwork and collaboration
Problem-solving
Attention to detail
Leadership skills
Problem-solving abilities
Multitasking Abilities
Reliability
Excellent communication
Customer service-focused
Organizational skills
Team collaboration
Active listening
Effective communication
Adaptability and flexibility
Verbal and written communication
Decision-making
Active listening and learning
Microsoft office
Self motivation
Task prioritization
Income evaluation
Credit history review
Analytical thinking
Goal setting
Complaint handling
Professionalism
Eligibility determination
Written communication
Continuous improvement
Certification
Driver's License
Twenty-Two Collector of the Month Awards
Four Appreciations awards
Two awards for Loan Counselor of the month
Languages
English
Timeline
Loan Counselor
Nationwide
01.2026 - CurrentRead More
Collections Rep I & II
Regional Acceptance Inc
05.2019 - 05.2025Read More
Administrative Assistant
Adecco Inc
08.2018 - 08.2019Read More
Agent
Convergys
06.2017 - 05.2019Read More
Package handler
Fedex Ground
11.2016 - 07.2017Read More
High school diploma
Read More
Pitt Community College
No Degree
Read More