Summary
Overview
Work History
Education
Skills
Timeline
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Shetara Andrews

Shetara Andrews

Aubrey,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch 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

14
14
years of professional experience

Work History

Dispatcher/Customer Service Representative

Agero
Aubrey, TX
04.2019 - Current
  • Complete case handling of customer service inquiries and concerns associated with UVO based systems within embedded modem vehicles
  • Answers all customer contacts, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up
  • Exercises independent influence and judgment with dealers, field representatives and consumers to ensure early intervention and resolution where possible
  • Assists with vehicle remote access inquires, subscription activation/de- activation inquires or technical support related to embedded systems
  • ESSENTIAL FUNCTIONS:
  • Investigates customer concerns by working with consumers, dealers and client field staff to gain complete understanding of entire case issues
  • Using discretion and decision making, cases are forwarded/escalated for handling with the involvement of dealers, client field representatives & regional staff, requiring influence at early intervention stages affecting important business targets
  • Determines quality problem resolution and negotiates with dealers to gain their acceptance
  • Intervenes with regional staff and/or National office to assist in resolution as required on case-by-case basis
  • Answers all Technical/Network based calls and documents as appropriate using client's case management system
  • This includes but is not limited to: activation & de-activation of UVO services, upgrades to additional subscription packages, location based services (I.E
  • Current vehicle location, & charging stations), remote access functions (I.E
  • Climate control, start/stop & door lock/unlock), network connection troubleshooting
  • Assigned to ensure all case coding required under Transportation Recall Enhancement
  • Accountability & Documentation (TREAD) Act is done properly to ensure appropriate reporting to the
  • NHTSA on behalf of Motors America, Inc
  • Key participants in Ride and Drives with Pre-Production vehicles and supply input as to changes and customer perspective as requested by KIA Motors America, Inc
  • Preserves and maintains ongoing customer relationships (KIA dealers, Escalations Staff, District Parts & Service Managers and District Sales Managers), as well as the National Client Field Representatives
  • Documents receipt of written correspondence from consumers in client's case management computer system and responds appropriately as defined by client within specified timelines
  • Accepts, researches and resolves all survey cases and web cases as required without immediate direction
  • Provides real time input and consultation to client on trends with vehicles, parts and/or voice or customer recurring issues
  • Explains all benefits, services and claims/reimbursement procedures to customers
  • Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation
  • Based on situation may provide up to $500 goodwill offering to customer

Senior Loan Processor

Loan Depot Mortgage
Plano, TX
11.2018 - 03.2022
  • Knowledge to review initial loan approval and incoming loan documentation and work with borrower to gather appropriate documentation
  • Perform welcome calls with borrowers within department timeframes
  • Ensure all loan documentation is complete, accurate, verified and complies with company policy
  • Review credit reports of buyer and verify borrowers credit history in terms of debts and payments
  • Meet daily performance metrics as defined by management
  • Ensure approval falls within established lending guidelines
  • Work directly with borrowers, Mortgage Loan Originators, Underwriting and vendors to satisfy outstanding loan conditions
  • Update loan comments when appropriate and ensure all parties who come in contact with the loan are able to understand the status of the loan file
  • Prepare and send commitment letter along with a copy of the appraisal to all borrowers
  • Deliver clean, complete and accurate files to both Underwriting and Closing Departments
  • Attend and complete regulatory and compliance training, as required
  • Demonstrate ability to appear to work on time, follow directions from a manager, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives
  • Demonstrate regular attendance and timeliness
  • Basic knowledge of underwriting terminology
  • Maintain a knowledge of lending guidelines, investor programs, industry requirements and changes
  • Knowledge, Skills and Abilities
  • Demonstrated computer skills in word processing, spreadsheet and electronic mail software
  • Strong communication and interpersonal skills, and a high level of professional integrity
  • High level of customer service skills
  • The ability to close 30-40 loans monthly
  • Empower
  • Evaluated approvals against established bank and government lending standards.
  • Reviewed financial statements and contacted institutions and customers to clarify details.

Customer Service Representative

Nationstar Mortgage LLC, Cooper
Lewisville, TX
05.2016 - 12.2018
  • Service representative managed 40-60 customer service calls a day for servicing an existing mortgage mortgage account
  • Provides excellent customer service and knowledgeable responses to resolve customer concerns compare and evaluate possible customer service solutions and decide which to recommend to customers to best meet their needs and circumstances
  • Responsible for prompt and accurate responses to customers mortgage servicing questions and concerns assist bar areas with late charge waiver and other loan maintenance requirements input data and verify information as it pertains to process and telephone draft payment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.

Recruiter/Trainer

Self Opportunity, Inc
Lewisville, TX
09.2013 - 10.2016
  • Recruiting and assisting to help with hiring people for local jobs
  • Search job finders to pull resumes
  • Critical thinking for posting on social media for job opportunities for the public
  • Performing to interview in-person or over the phone candidates
  • Screening resumes
  • Recruit for industrial, restaurant & clerical positions
  • Authority to handle and mail out 1099's and W's for candidates that work for the staffing agency.
  • Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
  • Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.

Jewelry Sales Associate

Walmart
Ridgeland, MS
06.2010 - 02.2012
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Utilized bilingual skills to help other sales associates close sales with English-speaking customers whenever needed.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Tracked down hard-to-find merchandise at diverse locations.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Supported loss prevention goals by monitoring shopper behavior.
  • Informed customers of upcoming promotions.
  • Oversaw and processed payments made by credit and debit cards and cash and provided correct change if applicable.
  • Attended company trainings and seminars on such topics as customer engagement strategies, marketing and promotions and attaining sales goals and milestones.
  • Replenished merchandise from inventory during downtime when stock became low.

Education

Associate Degree - Nursing in License Vocational Nurse

North Central Texas College
Gatesville, TX

Diploma - General Studies General Studies

Yazoo City High School
Yazoo City, MS

Bachelor of Arts - Human Resources Development

National American University
Dallas, TX

Skills

  • Team Building
  • Excel
  • Microsoft Word (7 years)
  • Receptionist
  • Training
  • Recruiting
  • Analysis Skills
  • Microsoft Outlook
  • Loan Origination
  • Mortgage Servicing
  • Loan processing
  • Fair Housing regulations
  • Microsoft Office
  • P>Managing candidate sourcing, selection process

Timeline

Dispatcher/Customer Service Representative

Agero
04.2019 - Current

Senior Loan Processor

Loan Depot Mortgage
11.2018 - 03.2022

Customer Service Representative

Nationstar Mortgage LLC, Cooper
05.2016 - 12.2018

Recruiter/Trainer

Self Opportunity, Inc
09.2013 - 10.2016

Jewelry Sales Associate

Walmart
06.2010 - 02.2012

Associate Degree - Nursing in License Vocational Nurse

North Central Texas College

Diploma - General Studies General Studies

Yazoo City High School

Bachelor of Arts - Human Resources Development

National American University

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Shetara Andrews