Sharon Hollimon-Perkins
Jacksonville
Summary
Dynamic customer service professional with over 20 years of experience delivering exceptional support and innovative solutions across diverse industries. Proven track record of enhancing customer satisfaction, evidenced by a 25% increase in satisfaction scores and a remarkable 98% first-call resolution rate. Expertise in managing high volumes of inquiries, resolving escalated issues, and implementing effective communication strategies to foster collaboration. Skilled in training and leading cross-functional teams, streamlining operations, and ensuring compliance with company policies while cultivating enduring client relationships.
Overview
22
22
years of professional experience
1
1
Certification
Work History
AR Claims Analyst
Total Military Management
06.2023 - 03.2025
- Trained and collaborated with cross-functional teams to address and support the needs of the accounts receivable department.
- Managed updates to carrier lists, including seasonal rate adjustments, to maintain accurate billing processes.
- Reviewed and generated credit memos while ensuring timely registration and processing of regional agent disputes.
- Verified audited invoices by attaching essential documentation and conducted comprehensive claims invoice reviews as part of the daily workflow.
Post-Closing Specialist
Aerotek
04.2020 - 10.2022
- Conducted post-fund audits to ensure data integrity for the final delivery to mortgage servicing.
- Managed escrow holdback processes, coordinated final inspections, and maintained communication with stakeholders and title agents.
- Utilized Cadence and Simplified software for eRecording and provided additional funding support during peak periods.
- Phone a variety of counties to validate Title Policies, Clerical and Data entry support for LOB.
Mortgage Loan Processor
Digital Risk
02.2018 - 04.2020
- Validated supporting documentation for underwriting, ensuring accuracy in credit, title, appraisal, income, assets, and insurance.
- Conducted thorough reviews of credit reports and titles to identify potential red flags and inaccuracies.
- Calculated debt-to-income and loan-to-value ratios while maintaining clear communication with clients to deliver exceptional customer service.
Mortgage Service Specialist II
Bank of America
06.2003 - 02.2018
- Implemented new testing validation processes, enhancing procedural efficiency and accuracy.
- Trained team members on operational responsibilities, fostering improved performance and consistency.
- Researched and resolved customer complaints promptly, contributing to elevated customer satisfaction levels.
Education
GED -
Department of Education
Skills
- Data entry proficiency
- Proficient in customer support
- Proficient in conveying information effectively
- Experienced in Microsoft Office applications
- Strong focus on accuracy
- Coordinating tasks across multiple platforms
- Collaborative teamwork
- Prioritization and scheduling
- Skilled in conflict resolution through negotiation
- Effective problem resolution
- Risk evaluation
Certification
BLS Certification
Timeline
AR Claims Analyst
Total Military Management
06.2023 - 03.2025
Post-Closing Specialist
Aerotek
04.2020 - 10.2022
Mortgage Loan Processor
Digital Risk
02.2018 - 04.2020
Mortgage Service Specialist II
Bank of America
06.2003 - 02.2018
GED -
Department of Education
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