Hi, I’m
SAKEYA WILKINS
CUSTOMER EXPERIENCE & CLIENT RELATIONSHIP PROFESSIONAL
Saugus,MA
Summary
Dynamic Client Engagement Specialist with a strong track record of cultivating robust client relationships and enhancing customer loyalty. Expertise in managing client accounts and swiftly addressing issues to ensure seamless service delivery. Proven ability to leverage exceptional communication and problem-solving skills to elevate client satisfaction and contribute to business growth. Committed to fostering positive interactions that drive long-term partnerships and success.
Overview
17
years of professional experience
Work History
Weatherby Healthcare
Physician Recruiter
09.2024 - 10.2025
Job overview
- Built and maintained relationships with over 100 Radiologists securing repeat placements and long-term client trust within a year.
- Negotiated physician contracts with a 95% acceptance rate, ensuring mutual benefit for candidates and clients.
- Developed a nationwide talent pipeline of over 300 radiologists, driving consistent revenue growth with 6 successful matches in under a year.
- Designed targeted recruitment strategies to increase candidate engagement and achieve 98% placement satisfaction by aligning career goals and compensation targets.
- Partnered with credentialing, licensing, and travel teams for seamless onboarding and prompt completion of documentation.
- Managed active requisitions using advanced CRM tools for relationship management and pipeline reporting.
- Diagnosed and treated diverse patient conditions using evidence-based practices.
- Collaborated with multidisciplinary teams to develop comprehensive treatment plans.
- Conducted thorough patient assessments to ensure accurate diagnoses and effective interventions.
- Implemented quality improvement initiatives to enhance patient care and operational efficiency.
North State Bank
Mortgage Loan Officer
10.2023 - 08.2024
Job overview
- Produced significant loan officer sales through full-cycle sales strategies and self-lead generation.
- Built a pipeline from zero to 35 new potential borrowers within the first 8 months, increasing website visits by over 25%.
- Prospected, sourced, and processed industry referral partners to drive growth, leading to a substantial increase in lead generation.
- Maintained extensive knowledge of FHA, VA, Conventional, and USDA loan requirements.
- Forged and maintained strategic relationships with realtor referral partners and borrowers, attending community networking events.
- Educated and counseled potential borrowers on pre-approvals and the home buying process.
- Evaluated client financial profiles to determine mortgage eligibility and loan options.
- Guided clients through mortgage application process, ensuring compliance with lending regulations.
- Collaborated with underwriters to resolve discrepancies and expedite loan approvals.
- Developed and maintained relationships with real estate agents to generate new business opportunities.
- Analyzed market trends to advise clients on optimal mortgage products and terms.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Streamlined the loan application process for improved customer satisfaction and a higher volume of closed loans.
- Developed and implemented marketing campaigns to generate new business opportunities.
- Developed strong partnerships with local real estate agents to generate consistent referral sources for mortgages.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Assessed borrowers'' financial situations to determine appropriate mortgage products and loan structure.
- Worked with underwriters to fix application problems and resolve issues.
- Participated in industry events and conferences to build relationships and gain market intelligence.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
North State Bank
Mortgage Loan Officer Assistant
08.2020 - 05.2024
Job overview
- Review and prepare loan files in application status for accuracy, and completion before processing and underwriting submission.
- Communicate effective loan process strategies with the loan officer regarding pipeline management processes via phone, and email and implemented Excel spreadsheet.
- Collect, review, and approve documents during origination and conditional loan approval for resubmission and final approval.
- Communicate with realtors, builders, and other pertinent parties to provide updates on loan statuses in weekly pipeline meeting.
- Collaborate with borrowers to guide them throughout the loan process.
- Assist with questions and collecting additional documentation necessary.
- Collaborated consistently with underwriters, processors, closing coordinators, and supervisors to ensure files moved smoothly to clear-to-close with speed and efficiency.
- Assisted loan officers in processing mortgage applications and documentation.
- Coordinated communication between clients, lenders, and real estate agents.
- Reviewed loan files for accuracy and compliance with regulations.
- Developed and maintained relationships with clients to enhance service delivery.
- Streamlined loan processing workflows to improve efficiency and turnaround times.
- Implemented tracking systems for loan status updates and client inquiries.
- Provided ongoing support to loan officers in managing client portfolios.
- Set up files using loan officer checklist and submitted on-time for processing.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Enhanced team productivity through effective organization and management of loan documents.
- Managed a pipeline of mortgage applications, maintaining accuracy and prioritizing urgent cases.
- Improved borrower experience through prompt follow-ups on inquiries and concerns during the application process.
- Ensured accurate record-keeping by diligently organizing digital files related to each mortgage application.
- Participated in weekly team meetings to exchange ideas for continuous improvement initiatives within the department.
- Collaborated with sales teams to develop marketing strategies that attracted new clients and increased business opportunities.
- Supported loan officers with application processing, ensuring timely completion for quicker decisions.
- Reduced errors in submitted applications by meticulously reviewing documents for completeness and accuracy before submission to underwriting departments.
- Assisted in preparing detailed reports for senior management highlighting key performance metrics related to loans processed.
- Developed strong relationships with real estate agents, increasing referral opportunities for mortgage loans.
- Maintained compliance with federal regulations by staying up-to-date with industry changes and guidelines.
- Facilitated smooth loan closings by coordinating with title companies, attorneys, and borrowers.
- Streamlined communication between underwriters and loan officers, resulting in improved turnaround times.
- Continuously expanded knowledge of various mortgage products and lending guidelines to provide clients with the best possible solutions for their needs.
- Increased client satisfaction by providing exceptional customer service throughout the loan process.
- Assisted in closing loans by efficiently gathering required documentation and submitting applications.
- Communicated with customers daily to request information and complete paperwork.
- Monitored key dates to obtain information by deadlines.
- Answered inquiries and provided superior customer service to clients.
- Liaised with clients to guide through loan closing process and skillfully handle any concerns.
First Flight Federal Credit Union
Mortgage Loan Processor
07.2019 - 07.2020
Job overview
- Review residential loan applications for compliance with Fannie Mae DU requirements and verify completeness according to loan standards.
- Send initial and closing disclosures, and prepare rate requests for Loan Officers, with daily updates on mortgage rates on company website.
- Conduct preliminary underwriting, create underwriting conditions, and perform final QC review before closing.
- Prepare, order, and review appraisals and titles, and manage necessary documentation including insurance, appraisal, title work, payoffs, and VOES.
- Utilize Mortgage Bot file management system for efficient processing.
- Prepare and send approval or denial letters to applicants.
- Process mortgage applications efficiently, ensuring compliance with lending regulations and internal policies.
- Review and verify financial documentation for accuracy and completeness to facilitate loan approvals.
- Coordinate with loan officers, underwriters, and clients to streamline communication and expedite processing.
- Maintain comprehensive files and records for each loan application, ensuring data integrity and accessibility.
- Conduct regular audits of loan files to ensure accuracy and compliance with regulatory requirements.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Improved loan processing time by streamlining the application review process and enhancing communication with clients.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
Towne Bank Mortgage
Mortgage Loan Coordinator
10.2016 - 04.2019
Job overview
- Managed workflow for 100-145 loans across multiple types (Conventional, FHA, VA, USDA) for regions including Raleigh, NC, Pennsylvania, and Maryland.
- Ensured compliance with lending document requirements and internal accuracy controls.
- Coordinated with appraisers, attorneys, title companies, brokers, and underwriters to streamline the loan process.
- Audited loan files for completeness to prepare for underwriting and ensured timely closing by collecting necessary documents.
- Prepared loan closing instructions and audited documents for errors, improving submission accuracy.
- Served as a liaison between customers and TowneBank Loan Officers and Underwriters, evaluating loan applications.
- Verified loan documents using systems such as Encompass, Mortgage Builder, and Vir Pack.
- Coordinated mortgage loan documentation and processing to ensure compliance with regulatory standards.
- Streamlined loan application workflows, enhancing efficiency and reducing processing time.
- Managed communication between clients, loan officers, and underwriters to facilitate timely loan closings.
- Conducted thorough reviews of loan files for accuracy and completeness prior to submission.
- Assisted in training new Mortgage Loan Coordinators, sharing industry knowledge and best practices.
- Worked proactively to identify potential roadblocks in the mortgage approval process, providing alternative solutions when necessary.
- Developed comprehensive reports tracking mortgage pipeline activity for upper management review.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues and management staff.
- Reduced loan processing time by prioritizing tasks and communicating effectively with team members.
TowneBank Mortgage
Administrative Assistant and Appraisal Coordinator
05.2016 - 10.2016
Job overview
- Manage multi-line phone system and provide front-office client service, including greeting clients.
- Schedule, coordinate, and manage meetings, appointments, travel arrangements, and interoffice events for EVP and VP of Joint Venture.
- Resolve administrative issues or escalate them to appropriate departments to ensure seamless office operations.
- Prepare, proof, and modify documents, emails, and reports to maintain high-quality communication standards.
- Maintain and update departmental travel, expense, and pipeline reports, ensuring accuracy and timeliness.
- Oversee office supply inventory to ensure department needs are consistently met.
- Managed scheduling and calendar coordination for multiple executives, ensuring efficient time management.
- Developed and maintained filing systems, enhancing document retrieval and organization.
- Processed client applications and documents, ensuring accuracy and compliance with company standards.
- Coordinated meetings and prepared agendas, facilitating effective communication across departments.
- Led projects to enhance office operations, resulting in improved service delivery and client satisfaction.
- Monitored office supplies and inventory, ensuring availability and cost-effectiveness.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Limited Brands
Category Sales Manager
04.2009 - 06.2015
Job overview
- Identified hiring needs and improved retention rates by 20%, aligning with brand standards through strategic recruitment and onboarding.
- Designed and executed Learning & Development strategies, enhancing team cohesion and boosting category sales by 15%.
- Directed full talent lifecycle management, including career development and succession planning for direct reports.
- Led the Intimates category to achieve consistent year-over-year growth and 20% sales target increase through SMART planning.
- Managed coaching for the top 3 Category Sales Managers district-wide for two consecutive years.
- Promoted through three leadership roles in three years, demonstrating strategic vision and impact.
- Strengthened customer-associate relationships, resulting in a 10% increase in repeat business and exceptional service experiences.
- Developed strategic sales plans to enhance category performance and drive revenue growth.
- Analyzed market trends and consumer insights to inform product assortment and pricing strategies.
- Collaborated with cross-functional teams to optimize inventory management and enhance supply chain efficiency.
- Led training sessions for sales teams to improve product knowledge and sales techniques.
- Evaluated performance metrics to drive continuous improvement in sales initiatives and outcomes.
- Delivered excellent customer service by addressing client concerns promptly and professionally, fostering positive relationships with clients.
- Provided ongoing training for team members on best practices within the industry, ensuring continuous professional development among staff members.
- Monitored sales results closely, making necessary adjustments to achieve target KPIs consistently.
- Managed a high-performing sales team, driving performance through coaching and regular performance reviews.
- Fostered positive work atmosphere by acting and communicating collaboratively with customers.
Education
Meredith CollegeRaleigh, NC
Psychology
05.2011
North Carolina State UniversityRaleigh, NC
Textile Apparel Management
01.1997
Skills
Encompass
Interests
Wine and Whiskey Aficionado, Plant Mom, Book Enthusiast
MY WORK PHILOSOPHY
For me, work is all about people. I love connecting, solving problems, and creating experiences where everyone feels seen, supported, and valued.
KEY ACHIEVEMENTS
- Radiologist Network Expansion: Built relationships with 100+ radiologists, securing 98% placement satisfaction in under a year.
- Contract Negotiation Success: Achieved 95% contract acceptance rate through successful negotiations with physicians nationwide.
- Talent Pipeline Development: Expanded talent pipeline to 300+ radiologists to enhance client offerings and competitive edge.
- Client Engagement Boost: Boosted client engagement leading to a 25% increase in website traffic over eight months.
MY LIFE PHILOSOPHY
I never lose. I either win or learn. — Nelson Mandela
Availability
See my work availability
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Timeline
Physician Recruiter
Weatherby Healthcare
09.2024 - 10.2025
Mortgage Loan Officer
North State Bank
10.2023 - 08.2024
Mortgage Loan Officer Assistant
North State Bank
08.2020 - 05.2024
Mortgage Loan Processor
First Flight Federal Credit Union
07.2019 - 07.2020
Mortgage Loan Coordinator
Towne Bank Mortgage
10.2016 - 04.2019
Administrative Assistant and Appraisal Coordinator
TowneBank Mortgage
05.2016 - 10.2016
Category Sales Manager
Limited Brands
04.2009 - 06.2015
North Carolina State University
Textile Apparel Management
Meredith College
Psychology