Shatekia Wilson
305 Sumter St,SC
Summary
Experienced with mitigating financial losses and managing delinquency cases. Utilizes risk assessment techniques to develop effective resolution strategies. Track record of maintaining strong customer relationships and ensuring compliance with regulatory standards. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing extensive skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Loss Mitigation Specialist
TD Bank
Remote
10.2022 - Current
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Trained new team members on scripts, company services, and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Analyzed financial documents to determine eligibility for loss mitigation options.
- Collaborated with borrowers to develop personalized repayment plans.
- Reviewed loan modifications and foreclosure alternatives for compliance and accuracy.
- Conducted risk assessments to identify potential issues in loss mitigation processes.
- Educated clients on available resources and loss mitigation programs.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
Driver License Examiner
State of South Carolina
03.2022 - 07.2022
- Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
- Issued public notification of official activities or meetings.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Updated documents such as municipal codes and city charters.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Performed routine data entry or document management.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Recorded and edited minutes of meetings and distributed to appropriate officials or staff members.
- Updated operational records or licensing information using computer terminals.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Researched information in municipal archives upon request of public officials or private citizens.
Resolution Coordinator III
Walmart
Remote
06.2021 - 03.2022
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Investigator
State of South Carolina
05.2020 - 11.2021
- Collaborated with federal agencies on investigations.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Interviewed children, members of families, medical personnel and law enforcement to gain valuable information for each case.
- Conducted in-depth assessments to determine if children were safe from harm and abuse at home.
- Devised and implemented safety plans for children suspected as victims of abuse or neglect.
- Documented all relevant information by filling out forms and completing case reports.
- Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Documented data and completed accurate updates to case records.
- Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
Entertainment/ Customer Service Department Manager
WALMART
07.2010 - 06.2020
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Applied knowledge of electronics products to educate prospects and customers.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Led, built and developed team for modeling service excellence.
Education
Bachelor of Science - Criminal Justice
South Carolina State University
Orangeburg, SC2017
Skills
- Persuasion techniques
- Scripted responses
- Call center experience
- Performance improvements
- Report monitoring
- Credit report pulling
- Sales expertise
- Report preparation
- Complaint resolution
- Technical Support
- Microsoft (Word, Excel, Powerpoint)
- Typing 50 WPM
- Quality assurance
- Staff training and development
- Collections experience
Timeline
Loss Mitigation Specialist
TD Bank
10.2022 - Current
Driver License Examiner
State of South Carolina
03.2022 - 07.2022
Resolution Coordinator III
Walmart
06.2021 - 03.2022
Investigator
State of South Carolina
05.2020 - 11.2021
Entertainment/ Customer Service Department Manager
WALMART
07.2010 - 06.2020
Bachelor of Science - Criminal Justice
South Carolina State University