SHANIQUA L. ARNOLD
Duncanville,TX
Summary
- Experienced global professional recognized for sound decision-making skills, analytical abilities, business acumen, ongoing education, and problem-solving expertise. Methodical and reliable problem solver adept at resolving long-term issues to drive positive revenue outcomes. Skilled in strategic information gathering, data collection, and comprehensive scrutiny to devise innovative solutions. Effective communicator experienced in liaising with all levels of management and coaching staff to foster productivity.
- Experienced team player skilled in multichannel communications and hands-on management. Proven track record of driving corporate operations through effective training of new hires.
- Proven ability to drive business growth and maintain client satisfaction through innovative approaches and strategic initiatives.
- Highly skilled Customer Service specialist known for delivering solutions-driven service. Expertise in building relationships, assessing needs, and implementing best practices to meet the diverse needs of people of all ages and positions.
Overview
14
14
years of professional experience
Work History
Customer Care Advocate
United Health Care
Irving, Duncanville , TX
2017.07 - Current
- Successfully address and resolve Medicare recipient inquiries and concerns on initial contact
- Assisted customers in understanding the fundamentals and advantages of consumer-driven health care topics to make informed decisions on benefit plans, enhance the value of their health plan benefits, and identify quality care providers.
- Contact care providers (doctors’ offices) on behalf of the customer to assist with appointment scheduling and billing issues or connections with internal specialists for assistance
- Increased customer independence by assisting in the utilization of myuhc.com and other company platforms
- Assisted and distributed latest medical insurance communications and updates to team members across multiple lines of business
- Observed interview process and provided constructive feedback on candidates
MB Operations Specialist/Foreclosure Review Unit
JPMorgan Chase
Dallas , TX
2012.01 - 2016.09
- Maintained a consistent track record in effectively managing exception tasks on defaulted loans via thorough reviews and proactive escalations/clearances
- Applied efficient methods to review, prioritize, and respond to escalated or pending tasks through consistent use of the daily report and database.
- Ensured strict adherence to company procedures and federal/state regulations when dealing with FHA/VA/FNMA/FHLMC/HUD/MHA/USDA financing.
- Facilitated strong channels of communication with internal lines of business, keeping them informed about departmental changes impacting the exceptions process.
- Played a key role in improving overall operations through analysis of relevant information and making accurate recommendations regarding loan proceedings.
- Assisted with and carried out duties related to Auditing, Reconciliation, Bankruptcy, and Loss Mitigations.
Sr. Lead Operation Specialist REO/Property Reservation
JP Morgan Chase, Chase Home Finance
Dallas , TX
2010.03 - 2012.01
- Managed daily workflow by handling inbound calls from interested parties seeking to buy residential bank owned property.
- Took charge of effectively coordinating phone interviews for Realtors and Brokers considering third-party firms
- Provided valuable information to Homeowners and Tenants regarding the options of Cash for Keys and Redemption, showcasing expertise in the field
- Maintained regular contact with relevant parties such as vendors, attorneys, closing vendors, real estate brokers, and customers to resolve any property-specific queries or challenges.
- Proactively contributed to special projects and collaborated with multiple departments to accomplish goals.
- Complied with state laws, corporate policy, and investor requirements to verify occupancy status and maintain safety/security at Chase-serviced properties.
- Handled incoming calls from various sources such as mortgagors, code officers, neighbors, realtors and other third-party organizations relating to property inquiries or concerns.
Education
Bachelor of Science - Business
University of Phoenix
2024-07
High School Diploma -
South Oak Cliff High School
1993-05
Skills
- CERTIFICATIONS & SKILLS
- MSP | Infosource | I Vault | CCW | Lender Live | Kroll | Valeri | LPS | VLS | SPARTA | PFA | UI Tool | Pacer | SCRA| MS Word | MS Excel | MS PowerPoint | MS Access | AS400 | Equator | Pentagon | Lotus Notes | DocEdge | Ecompass| Human Resource Management Certification| Notary Certification
- Remote Support
- Activity Planning
- Software troubleshooting
- Cost-benefit analysis
- Recordkeeping skills
- Customer Relationship Management
- Data Collection
- Call Management
- Technical assistance
- Trend Analysis
- Failure resolution
- Application installations
- Incident Management
Timeline
Customer Care Advocate
United Health Care
2017.07 - Current
MB Operations Specialist/Foreclosure Review Unit
JPMorgan Chase
2012.01 - 2016.09
Sr. Lead Operation Specialist REO/Property Reservation
JP Morgan Chase, Chase Home Finance
2010.03 - 2012.01
Bachelor of Science - Business
University of Phoenix
High School Diploma -
South Oak Cliff High School
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