Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicole Stokes

Dallas,TX

Summary

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

HealthMark Group
01.2019 - Current
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Communicated regularly with management to discuss quality trends.
  • Developed process improvements to enhance overall data quality.
  • Set and achieved product quality objectives while meeting product specifications.
  • Identified quality problems and recommended solutions.
  • Received and inspected raw materials.
  • Released information to persons or agencies according to regulations.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Located and retrieved files, assisting public with general information.

Closing Assistant

Stearns Lending
03.2017 - 01.2019
  • Logged and received all the incoming original collateral loans in FedEx/UPS packaging
  • Created package labels and packaged original Notes and Mortgage Deeds for shipment to the custodian for further review
  • Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
  • Prepared and reviewed extracted Collateral documents for Titles for further separate processing
  • Researched and prepped collateral files for scanning department
  • Returned Notes on any canceled correspondent loans or non-original loan Notes
  • Contacted Funders, Closers and Title companies for missing documentation to complete collateral shipments
  • Prepared numerous reports for Manager and interconnected Departments for follow up on missing collateral files
  • Identified issues and solutions to eliminate backlog and maximize workflows
  • Evaluated clients' backgrounds with information collected from credit bureaus, employers and personal references
  • Verified adequacy of customer collateral for loan security.

Collateral Analyst

Iron Mountain
08.2016 - 02.2017
  • Verified thousands of loan applications- current and backlogged to help with volume within secured vault
  • Found/Released thousands of additional loan documents requested by lenders
  • Resolved questions and assisted with paperwork by personally helping individuals
  • Tracked daily loan progress, proactively addressing potential issues impacting close date
  • Rectified application missing and incorrect information with proactive approach to reviewing documentation
  • Trained new hires on Freddie Mac and Fannie Mae loan release procedures
  • Offered to assist with additional tasks to keep projects on-task and meet tight deadlines
  • Verified completeness, accuracy and integrity of loan package.

Content Review Analyst

Genpact
08.2012 - 11.2015
  • Monitored internet activity on primary social media accounts and responded to engagement
  • Gathered, analyzed and utilized relevant data to develop ways to improve the overall user experience on the site
  • Reviewed the reported content within agreed turnaround times and standards of quality
  • Identified inefficiencies in workflows and suggest solutions
  • Helped keep our local communities safe by reporting abusive content
  • Covered disasters, crimes and human-interest stories
  • Promoted to Level 2 Review agent, taking on more review responsibility
  • Corrected errors in content, grammar and punctuation in personal pieces or work of others
  • Maintained quality control with regular reviews of descriptions, guides and general text on [Type] site
  • Verified facts, dates and statistics, using standard reference sources
  • Executed cohesive social media strategy across photographs, videos and text content on diverse social media platforms
  • Used humor and friendly communication to de-escalate online conflicts
  • Moderated comments on social media and digital community platforms to maintain positive environment.

Education

Bachelor of Science - Sociology

University of North Texas
Dallas
12.2022

Associates Degree - Fine Arts

El Centro Community College
Dallas, TX
01.2017

High School Diploma - High -

Woodrow Wilson High School
Dallas, TX
12.2010

Skills

  • Ability to type 55 WPM
  • Ability to interpret and apply administrative and department
  • Excellent oral/written communication skills to interact with a wide range of individuals, staff, vendors, and students in situations requiring tact,
  • Excellent with Microsoft Office: Excel, Word, Power Point and various Web 20 apps and information portals
  • Customer experience control
  • Claims investigation
  • Client Satisfaction
  • Ecommerce
  • Management
  • EMR / EHR
  • Medical Terminology Understanding
  • Data Security
  • Customer Service
  • Policy Investigations
  • Claims Processing
  • Texas Claims Adjuster License
  • Calculating Liabilities
  • Financial Controls
  • Financial Records Review
  • Data Entry
  • HIPAA Compliance

Certification

  • CEHRS - Certified Electronic Health Record Specialist
  • Information Systems Auditor Training (CISA) - Completion (March 2024)
  • Certified Texas Claims Adjuster

Timeline

Quality Assurance Analyst

HealthMark Group
01.2019 - Current

Closing Assistant

Stearns Lending
03.2017 - 01.2019

Collateral Analyst

Iron Mountain
08.2016 - 02.2017

Content Review Analyst

Genpact
08.2012 - 11.2015

Bachelor of Science - Sociology

University of North Texas

Associates Degree - Fine Arts

El Centro Community College

High School Diploma - High -

Woodrow Wilson High School

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Nicole Stokes