Natisha Bush
Lewisville
Summary
Versatile professional specializing in client account management and process improvement, with a track record of driving customer satisfaction and operational efficiency. Skilled in relationship building and critical thinking, effectively leading teams to exceed performance standards and enhance service delivery.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Insurance Agent/Business Support Admin/ISC
AAA Texas
Coppell
10.2016 - Current
- Quality auditor for insurance agents in DSU
- Quote Insurance /Policy Binding
- Managed client accounts, enhancing satisfaction and retention rates.
- Executed payment processing for customer transactions efficiently.
- Managed autopay setup for clients to streamline billing.
- Account billing/ data entry/audit
- Inbound/outbound calls- customer service/collections
- Driving Customer Focus (MSI surveys)
- Assisted in organizing underwriting files for efficient processing.
- Manage UW audits/cancellations/misquotes reports
- Conducted test calls, assessing quality of marketing leads for improvement.
- Oversaw voicemail reporting, streamlining communication for Texas and ACMO departments.
- Utilize multiple screens/systems
- Work from home- business support admin
Customer Service Representative
Mr. Cooper
Lewisville
07.2021 - 08.2023
- Handled inbound/outbound calls for customer service and collections
- Answer 40-50 inbound/outbound calls/day
- Assisted customers with payment arrangements, due date changes, and issue resolution
- Managed client accounts to ensure satisfaction and retention
- Recommended Mr. Cooper services like paperless statements and the Mr. Cooper app to improve customer experience
- Promoted Mr. Cooper products to enhance customer experience
Insurance Agent
Liberty Mutual Insurance
Plano
11.2015 - 09.2016
- Delivered insurance quotes and bound policies to meet client needs promptly
- Managed client accounts to ensure comprehensive coverage and client satisfaction
- Coordinated accurate payment processing to maintain financial integrity
- Inbound/outbound customer service
- Facilitated customer surveys to assess satisfaction levels
- Conduct team huddles/meetings
- Utilize multiple screens/systems
- Account billing/ data entry/audit
Quality Analyst/Consultant
Bank of America
Addison
06.2013 - 04.2015
- Monitors all quality queues for mortgage collections
- Coached associates and provided feedback during weekly presentations to enhance performance
- Communicate policy and procedures/adhere to policies while scoring calls
- Hosted and participated in weekly team meetings and calibrations to align quality standards
- Fostered welcoming environment to improve customer interactions and satisfaction
- Update weekly reports including dispute audits
- Present audit findings month end to executives
Officer/ Mortgage Servicing Team Manager
Bank of America
Addison
04.2011 - 06.2013
- Manage a team of 15 or more loan workout associates in a high volume, deadline and production driven environment
- Provide daily coaching and feedback to associates for success
- Resolved complex customer escalations and assisted with HUD escalations to enhance customer satisfaction
- Conducted loan level and account audits for compliance and compiled performance reports to inform goal targeting
- Project coordinator responsible for training 30+ new hires in Norfolk, VA that were converted from card services to mortgage collections specialists.
- Conferred with project manager regularly to align on project goals
- Oversaw all vendor interactions to maintain effective partnerships
Business Support Lead
Bank of America
Addison
02.2010 - 04.2011
- Lead diverse administrative functions for a business unit
- Streamlined processes and held team accountable for productive and efficient operations
- Analyze data, identifying ways to improve processes and customer satisfaction
- Coached and trained various teams on compliance with federal laws and company guidelines to minimize risk and legal concerns
- Performed as an interim Team Manager for 9 months while performing other tasks to ensure success in our business unit
- Acknowledged high-achieving associates for their exceptional production performance.
HRD Collector I- Loss Mitigation
Bank of America
Plano
03.2009 - 02.2010
- Assist customers that are in default of their mortgage payments (all investors and loan types)
- Negotiated payment arrangements and modified loan terms to create affordable monthly payments and resolve customer delinquency
- Assisted delinquent customers through inbound/outbound calls to secure payments and identify reasons for delinquency
- Achieved operational success in a team-driven environment in a team & production driven environment, assisting others when needed in an effort to assist both customers and team members in an effective manner
- Tracked customer complaints to identify common issues and proactively develop solutions to reduce future complaints
Education
High School -
Mesquite High School
Mesquite, TX05-2001
Skills
- Microsoft proficiency
- Project coordination
- Process planning
- Management experience
- Team performance management
- Critical thinking expertise
- Attention to detail
- Communication skills
- Multitasking ability
- Relationship building
- Customer education strategies
- Self-motivated professional
- Positive demeanor
Certification
- P&C Insurance License #: 2052232 Active: 12/07/2015-12/31/2027
Timeline
Customer Service Representative
Mr. Cooper
07.2021 - 08.2023
Insurance Agent/Business Support Admin/ISC
AAA Texas
10.2016 - Current
Insurance Agent
Liberty Mutual Insurance
11.2015 - 09.2016
Quality Analyst/Consultant
Bank of America
06.2013 - 04.2015
Officer/ Mortgage Servicing Team Manager
Bank of America
04.2011 - 06.2013
Business Support Lead
Bank of America
02.2010 - 04.2011
HRD Collector I- Loss Mitigation
Bank of America
03.2009 - 02.2010
High School -
Mesquite High School