Shanita Ferguson
Charlotte,NC
Summary
Dedicated Customer Experience Specialist with over 20 years of experience in client relations and process optimization. Skilled in fostering relationships and enhancing customer satisfaction to drive company success. Committed to delivering quality service efficiently while adapting quickly to new environments.
Overview
19
19
years of professional experience
Work History
Lead Personal care assistant
Blue Dot cares
Charlotte, NC
01.2023 - Current
- Assisted clients with daily living activities and personal hygiene.
- Provided companionship and emotional support to enhance client well-being.
- Monitored clients' health status and reported changes to healthcare professionals.
- Administered medications according to healthcare provider instructions.
- Maintained a clean and safe environment for clients at all times.
- Coordinated transportation for medical appointments and social activities.
- Educated clients and families on proper care techniques and resources available.
- Collaborated with multidisciplinary teams to develop personalized care plans.
- Provided emotional support to clients by listening attentively and engaging them in meaningful conversations.
- Ensured safety of patients by monitoring environment and responding promptly to any emergency situations that may arise.
- Provided ongoing compassionate patient care for each client.
- Provided companionship to elderly and disabled clients in their homes or other residential facilities.
- Encouraged independence by helping clients develop self-care skills such as meal preparation or personal hygiene tasks.
- Recorded patient temperature, pulse, and blood pressure to monitor health and well-being.
- Reported any observed changes in mental status or physical condition to supervisor immediately.
- Maintained accurate records of client care activities on computerized systems for charting purposes.
- Laundered clothing and bedding to prevent infection.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain a schedule.
- Completed scheduled patient check-ins and progress reports for clients.
- Met with various caregivers to promote continuous professional development and implement quality treatment strategies.
- Developed individual plans of care based on assessment findings and physician orders.
- Researched community resources available for additional assistance or services if needed.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Collaborated with interdisciplinary team members regarding the plan of care for each client.
- Educated family members about proper techniques for caring for the client at home.
- Maintained clean and well-organized environment for client happiness and safety.
- Followed safe lifting and transferring techniques to transport residents.
- Improved patient outlook and daily living through compassionate care.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Aided with mobility and independence for disabled individuals and continuously monitored safety.
- Transported clients to grocery stores for shopping for groceries, attend doctor appointments and run errands.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
- Monitored health and well-being of clients and reported significant health changes.
- Built strong and trusting rapport with clients and loved ones.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Recorded client status progress and challenges in logbooks and reports.
- Maintained detailed records of services performed on clients.
- Assisted clients in conveying messages to loved ones with loved ones by typing written messages and relaying verbal messages.
Remote Client Care Specialist/Mortgage Underwriter
Rocket Mortgage
Charlotte, NC
05.2020 - 09.2022
- Tracked customer interactions through Salesforce CRM to ensure comprehensive follow-up and service continuity.
- Demonstrated strong problem-solving skills to resolve customer complaints in a timely manner.
- Maintained up-to-date knowledge of products, services, and policies to ensure accurate information was provided.
- Reviewed and evaluated loan applications to determine creditworthiness of applicants, ensuring compliance with state and federal regulations.
- Resolved customer complaints promptly by applying strong problem-solving skills, enhancing client satisfaction.
- Conducted detailed analysis of applicant's debt-to-income ratio to ensure it meets requirements according to agency guidelines.
- Analyzed borrower information such as income, assets, liabilities, and credit history to make decisions on loan approval or denial.
- Liaised with lenders, appraisers and other third parties to communicate file needs and requirements.
- Evaluated loan applications to determine applicant creditworthiness and ensure compliance with state and federal regulations.
- Assessed incoming emails from clients and responded according to established protocols.
- Researched industry best practices related to client care standards.
- Prepared detailed documentation regarding customer feedback for further review by management.
- Ensured full compliance with all applicable laws including RESPA, TILA, HMDA, FHA, VA.
Remote AAA ERS Specialist
AAA CAROLINAS
Charlotte, NC
07.2019 - 05.2020
- Collaborated with internal departments such as Processing, Funding and Closing to ensure a smooth transaction process from start to finish.
- Documented mortgage loan exceptions through detailed reports and organized loan files to facilitate clear communication and decision-making.
- Assessed financial information to determine borrower's ability to make future payments.
- Recommended solutions for improving existing processes in order to increase efficiency across the board.
- Evaluated potential exceptions based on extenuating circumstances using sound judgment skills.
- Documented mortgage loan exceptions via reports and in loan files.
- Assessed financial information to determine the borrower's ability to make future payments.
- Documented all findings clearly within the system for future reference.
- Recommended process improvements to enhance operational efficiency and streamline workflows across departments.
- Communicated effectively with colleagues at all levels both verbally and in writing.
- Reviewed financial documents including tax returns, bank statements, W2s, and pay stubs for accuracy and completeness.
- Provided guidance on complex loan scenarios while adhering to established policies and procedures.
- Cultivated relationships with external clients, including real estate agents and lenders, to deliver exceptional customer service and support successful transactions.
- Participated in cross-training sessions with other departments within the organization.
Private In-Home Caregiver
Brookdale Senior Living Inc
Charlotte, NC
07.2018 - 07.2019
- Conducted weekly quality assurance reviews of team members' customer service performance, enhancing service delivery.
- Built relationships with key stakeholders at major accounts through proactive communication.
- Provided exceptional customer service to over 500 customers daily, resolving inquiries and complaints in a timely manner.
- Leveraged problem-solving abilities to quickly resolve escalated issues from customers.
- Demonstrated ability to troubleshoot complex technical problems with SaaS products for customers.
- Maintained detailed records of customer interactions and transactions using ticketing systems like Zendesk and Salesforce, ensuring accurate tracking of issues.
- Developed strategies for reducing average response times by 25%.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Utilized technical knowledge to diagnose vehicle problems over the phone, providing accurate advice on repairs or further assistance.
- Evaluated customer needs promptly, providing tailored solutions to enhance satisfaction.
- Investigated complaints regarding inadequate services provided by outside vendors or contractors.
- Dispatched emergency personnel according to established protocols for hazardous conditions or medical emergencies.
- Coordinated with tow truck drivers to ensure timely response times and successful delivery of services.
- Maintained a high degree of professionalism while responding to emergency calls with speed and urgency.
Debit Card Fraud Specialist
Wells Fargo
Charlotte, NC
06.2015 - 07.2018
- Conducted research into emerging trends in digital payment systems which could be exploited by criminals attempting to commit acts of fraud using a customer's account linked through their debit cards.
- Reviewed and updated existing policies relating to the prevention of fraudulent activities involving debit cards.
- Reviewed and updated policies for preventing fraudulent activities involving debit cards to enhance security measures.
- Maintained detailed records of all investigations into possible cases of fraudulent activity using a secure database system.
- Maintained detailed records of investigations into fraudulent activity using a secure database system to ensure data integrity.
- Collaborated with other departments to ensure compliance with relevant regulations governing debit cards.
Remote Collection/Loss Mitigation Specialist
Citibank
Fort Mill, SC
05.2007 - 12.2014
- Negotiate payment arrangements with the customer to avoid mortgage delinquency and foreclosures.
- Determine debtors financial ability to offer alternate payment programs and methods.
- Follow all fair Debt collections practices act (FDCPA).
- Determine debtors' financial ability to offer alternate payment programs and methods.
- Document and maintain all incoming and outgoing collection efforts.
- Collected necessary audit documents prior to foreclosure proceedings.
- Review approve and post any collection payments submitted by check, Western union and check by phone.
- Delivered high-quality professional services to clients.
- Monitor and manage Mortgage delinquency reporting activities.
- Schedule property inspection and determine property conditions.
- Submit reports to all private investors and Insurers on loan status updates.
- Adhered strictly to regulations set forth by government agencies such as HUD, FHA, VA.
- Coordinated with attorneys on legal matters pertaining to loss mitigation services provided by the company.
- Utilized effective communication skills when communicating with clients, lenders and other stakeholders.
- Developed customized solutions addressing individual client circumstances.
- Developed relationships with external vendors such as real estate agents, title companies and appraisers.
- Collaborated with internal departments such as collections, underwriting and servicing teams regarding client accounts.
- Maintained a high level of accuracy when handling financial documents.
- Educated clients on their rights under federal consumer protection laws.
- Ensured compliance with state laws governing foreclosure proceedings.
- Researched client financials in order to determine the best course of action for loan modifications.
- Provided excellent customer service to clients by responding promptly and professionally to their inquiries and concerns.
- Developed strong problem solving skills while navigating complex foreclosure cases.
- Performed data entry into various software systems including Microsoft Excel, Word, and Access.
- Conducted outreach campaigns to educate clients on available loan modification options.
- Analyzed client credit reports in order to assess eligibility for loan modification programs.
- Assisted clients in completing necessary paperwork accurately and efficiently.
Education
High School Diploma -
West Mecklenburg High School
Charlotte, NCSkills
- Initiative Planning and development
- State regulations knowledge
- Strong presentation skills
- Quality assurance
- Accuracy
- Active Listening
- Tolerance
- Delegating tasks
- Regulatory compliance
- Time management
- Staff supervision
- MS Office
- Strategic decision-making
- Reading Comprehension
- Patient evaluation
- Critical care
- Responsible
- Analytical problem solving
- Individual instruction
- Life skills training
- Data entry
- Managing deadlines
- Compassionate Care
- Training
- Critical Thinking
- Team building
- Complex problem solver
- Health Assessment
- Live Chat
- Care Planning
- Home Environment Safety
- Conflict Management
- Senior Care
- Negotiation
- Hospital Experience
- Team Management
- Research
- Prepare Reports
- Recommend Care
- Standardized Assessment
- Supervise Workers
- Dedicated Support
- Creative problem-solving
- Software Applications
- Special Requests
- Service Quality
- Federal Statutes
- Information Assistance
- Patient Resource Coordination
- Customer insights
- Information Updates
- Product strategy
- Performance Goals
- Program Promotion
- HIPAA Regulations
- Team Goals
- Application Processing
- Call Transfers
- Government Standards
- Loyalty Programs
- Customer Relations
- Patient Relationship Building
- Patient Intakes
- Reminder Calls
- Service Delivery
- Property Appraisals
- Care Program Development
- Office Meetings
- Staff management
- Claims Assessments
- Clerical Support
- Communications Strategies
- Client Retention
- Client Satisfaction
- Quality Assurance
- Consultative sales
- Customer Care
- Assisting with Navigation
- Document Review
- In-Home Assessments
- Client Interviews
- Conflict resolution
- Care Compliance Standards
- Care Service Delivery
- Lead Management
- Health Information Systems
- SAS
- Patient Coordination
- Care Coordination
- Health monitoring
- Care planning
- Emotional Support
- CRM
- Caregiver Training
- Scheduling coordination
- Patient Safety Protocols
- Record keeping
- Problem solving
- Patient Communication
- Attention to detail
- Empathy in Care
Timeline
Lead Personal care assistant
Blue Dot cares
01.2023 - Current
Remote Client Care Specialist/Mortgage Underwriter
Rocket Mortgage
05.2020 - 09.2022
Remote AAA ERS Specialist
AAA CAROLINAS
07.2019 - 05.2020
Private In-Home Caregiver
Brookdale Senior Living Inc
07.2018 - 07.2019
Debit Card Fraud Specialist
Wells Fargo
06.2015 - 07.2018
Remote Collection/Loss Mitigation Specialist
Citibank
05.2007 - 12.2014
High School Diploma -
West Mecklenburg High School