SHAKELIA MCCAIN
Charlotte,NC
Summary
Customer Services professional experienced in risk assessment and financial analysis. Ensured compliance with bank policies and regulatory standards while implementing effective risk management strategies that contributed to financial stability. Evaluated creditworthiness through thorough analysis of client data, aligning underwriting decisions with established guidelines.
Overview
13
13
years of professional experience
Work History
Underwriter
TD Retail Card Services
Charlotte, NC
10.2021 - 10.2024
- Assess loan risks using client data for informed underwriting decisions.
- Analyze credit, income, and assets to evaluate creditworthiness.
- Ensured compliance with bank policies to safeguard customer interests and mitigate risk.
- Reviewed and confirmed the accuracy of income statements, tax returns, and bank statements to ensure compliance.
- Implemented procedures aligning with regulatory standards to enhance operational integrity.
- Contributed to risk management strategies, supporting overall financial stability.
- Resolved discrepancies between customer documentation and internal records.
Financial Research Analyst
Spectrum
Charlotte, NC
06.2021 - 10.2021
- Facilitated client growth by deepening telecom knowledge and understanding of carrier services.
- Engaged with clients to evaluate product and service value, leading to improved satisfaction.
- Achieved measurable client satisfaction improvements in telecommunications.
- Collaborated with clients to assess product and service value, and improving satisfaction.
- Ensured billing accuracy and consistency through detailed analysis.
- Designed strategic, cost-effective solutions aligned with client needs, enhancing customer satisfaction and retention.
Credit Services Rep
Synchrony Financial
Charlotte, NC
02.2019 - 06.2021
- Reviewed credit applications to increase approval accuracy and enhance customer satisfaction.
- Reviewed credit applications, enhancing approval accuracy and customer satisfaction.
- Communicated credit decisions, resolving account issues efficiently.
- Handled inquiries and authorized sales, reducing response times and improving customer experience.
- Evaluated credit applications and bureau data to inform decisions, ensuring thorough risk assessment and safeguarding customer account integrity.
Clinical Call Center Specialist
A-line Staffing
Rock Hill, SC
01.2018 - 02.2019
- Conducted comprehensive insurance benefit verifications, ensuring accurate patient coverage information for critical medications and procedures.
- Streamlined prior authorization process, improving patient access to medications.
- Managed patient profiles to ensure optimal coverage and compliance.
- Executed data entry post-verification to ensure accuracy of patient information.
- Completed data entry following verification to maintain accurate patient information.
- Collaborated with associates to resolve incomplete cases.
Customer Service Rep
Verizon Wireless
Charlotte, NC
01.2015 - 12.2018
- Resolved complaints efficiently, maintaining a calm demeanor with challenging clients.
- Resolved complaints efficiently, fostering positive relationships with challenging clients.
- Boosted customer confidence by providing tailored solutions.
- Monitored multiple systems to ensure seamless operations and timely customer support.
- Solved customer issues effectively, leading to improved service delivery and satisfaction.
- Maintained meticulous records of customer interactions, ensuring accurate information for future reference and continuous service improvement.
- Embraced ongoing training opportunities, staying updated on the latest products and services to provide expert assistance to customers.
Customer Service Rep
Sprint Nextel Corporation
01.2012 - 12.2015
- Resolved billing issues, improving customer satisfaction and increasing retention rates.
- Streamlined billing processes, reducing call times and improving customer experience.
- Facilitated account activations, increasing service uptake and enhancing customer satisfaction.
- Trained reps on customer support systems, improving query resolution speed and effectiveness.
- Supported sales reps in account management, improved service upgrades and efficiency.
Education
DIPLOMA -
Olympic High School
Charlotte, NCSome College (No Degree) -
Penn Foster College
Scottsdale, AZSkills
- Loan underwriting
- Underwriting analysis
- Risk analysis
- Credit analysis
- Financial analysis
- Compliance auditing
- Data analysis
- Billing
- Account management
- Data entry
- Computer proficiency
- Problem-solving
- Organizational skills
- Customer service
- Communication
Timeline
Underwriter
TD Retail Card Services
10.2021 - 10.2024
Financial Research Analyst
Spectrum
06.2021 - 10.2021
Credit Services Rep
Synchrony Financial
02.2019 - 06.2021
Clinical Call Center Specialist
A-line Staffing
01.2018 - 02.2019
Customer Service Rep
Verizon Wireless
01.2015 - 12.2018
Customer Service Rep
Sprint Nextel Corporation
01.2012 - 12.2015
DIPLOMA -
Olympic High School
Some College (No Degree) -
Penn Foster College