Shahaiar Howard
Frisco,TX
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Results-driven collections professional with proven track record in mortgage industry leadership. Expertise in managing teams, optimizing collection processes, and resolving complex issues. Strong focus on team collaboration and achieving outcomes, adapting seamlessly to evolving needs. Skilled in strategic planning, conflict resolution, and maintaining compliance with industry regulations.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
Prudential Financial
05.2024 - 10.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Input Collateral Assignments and beni changes
- Maintained up-to-date knowledge of product and service changes.
Data Analyst
NTT DATA Services
01.2021 - 12.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
- Claims
- Managed clean and Unclean Contracts
- Final Finalization of United Healthcare provider accounts
Collections Team Lead, Mortgage
Bank of America
01.2009 - 12.2020
- Collaborated on collection and dispute resolution issues.
- Identified and discussed with management opportunities for improvements to procedures and internal controls.
- Responded to requests for new or increased open account credit limits.
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Implemented quality assurance measures to maintain accuracy in account status updates and documentation procedures.
- Continuously evaluated team performance metrics and adjusted strategies accordingly to ensure consistent achievement of established targets in mortgage collections operations.
- Established rapport with borrowers, negotiating payment arrangements and ensuring timely followup.
- Mentored junior team members for career advancement and increased productivity within the department.
Education
Bachelor of Science -
The University of Texas At Arlington
Arlington, TX05.2019
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Call center experience
- Problem Resolution
- Calm Under Pressure
- Understanding Customer Needs
- Issue and Complaint Resolution
- Data Management
- Relationship Building
- Team Collaboration
- Time Management
- Coverage Determination
- Decision-Making
- Coverage assessments
- Workers Compensation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Senior Customer Service Representative
Prudential Financial
05.2024 - 10.2024
Data Analyst
NTT DATA Services
01.2021 - 12.2023
Collections Team Lead, Mortgage
Bank of America
01.2009 - 12.2020
Bachelor of Science -
The University of Texas At Arlington
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