LaQuinte R. Proby
ROCKET MORTGAGE
Dallas-Fort Worth,TX
1
Certification
21
years of professional experience
Results-driven Customer Experience and Operations Professional with 15 years of experience in mortgage servicing and financial services. Expertise in managing customer interactions across digital and social channels, resolving complex escalations, and identifying complaint trends. Proven skills in process improvement, community management, and project coordination.
Work History
Social Media Analyst
13 Years 7 Months- Monitor and analyze customer conversations, brand engagement, and emerging issues across social media and digital channels.
- Managed customer interactions across social platforms, forums, online communities, and direct messaging channels to enhance brand reputation and customer experience.
- Identify customer pain points, emerging trends, and opportunities for process improvement.
- Research and resolve customer concerns, coordinating with internal business partners to drive timely and accurate resolutions.
- Deliver customer-focused responses aligned with company policies, communication standards, and regulatory requirements.
- Partner cross-functionally with servicing, operations, leadership, and other business units to address customer concerns.
- Managed complex customer complaints and escalations requiring research across multiple business areas.
- Built trusted customer relationships through timely, accurate, and solution-oriented communication.
- Researched complaint trends and operational deficiencies and presented findings, recommendations, and process improvement opportunities to leadership.
- Coordinated communications among customers, management, internal departments, and external stakeholders.
- Tracked complaint development, resolution timelines, and trends; communicated findings to management to inform decision-making.
Senior Operations Project Analyst
1 Year- Developed performance support and instructional solutions using ADDIE methodology, collaborating with project managers and business partners to enhance training effectiveness.
- Produced desktop reference guides, quick reference cards, and conversation guides while tracking project progress to ensure alignment with readiness guidelines.
- Coordinated project routines, maintained records, and facilitated meetings to drive effective cross-functional collaboration across business lines.
Account Manager
2 Years- Managed customer relationships, serving as primary contact for buyers and regional management to ensure seamless communication and service delivery.
- Coordinated equipment support and logistics, ensuring timely pickups and deliveries to meet operational service requirements.
- Managed client accounts, ensuring satisfaction and retention through proactive communication and support.
- Developed strategic account plans aligned with client objectives to enhance service delivery and growth.
- Collaborated with cross-functional teams to address client needs, optimizing workflows and resource allocation.
Education
Master Certificate - Business Management
Business Information Systems - 60 undergraduate credits completed
Skills
Social media management
Social Media Monitoring
Digital Engagement
Data Analysis
Microsoft Office
SharePoint
Microsoft Visio
Microsoft OneNote
WebEx
Snagit
Certification
- CompTIA Security+ (SY0-701) Certification Preparation Course | Completed 2026
- Cybersecurity fundamentals
- Threats and vulnerabilities
- Security architecture
- Identity and access management
- Risk management
- Incident response
- Security operations
CORE COMPETENCIES
- Social Media Management
- Social Media Analytics
- Community Management
- Customer Experience (CX)
- Customer Relations
- Customer Advocacy
- Online Reputation Management
- Escalation Management
- Complaint Management
- Digital Engagement
- Trend Analysis
- Root Cause Analysis
- Process Improvement
- Regulatory Compliance
- Mortgage Servicing
- Project Coordination
- Instructional Design
- Training & Facilitation
- Technical Writing
- Stakeholder Management
Timeline
Social Media Analyst
ROCKET MORTGAGE
01.2013 - CurrentRead More
Senior Operations Project Analyst
BANK OF AMERICA
01.2012 - 01.2013Read More
Account Manager
TCS CORPORATE SERVICES
01.2006 - 01.2008Read More
Ashford University
Master Certificate from Business Management
Read More