Summary
Overview
Work History
Education
Skills
Timeline
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Tamika Woods

Grand Prairie,TX

Summary

Highly-motivated professiona; with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

16
16
years of professional experience

Work History

Document Administrator

Bank of America
Dallas, TX
06.2018 - 02.2023
  • Performed pre-close QA reviews for Wholesale Credit Operations Insurance Monitoring Team, ensuring the bank is in compliance with regulatory flood insurance requirement related to the placement and renewal of flood insurance
  • Calculated the appropriate amount of required insurance based on regulatory requirements, credit risk policy, etc
  • Partnered with teammates and business partners to resolve insurance items out of COMPLIANCE AND served as a subject matter expert to internal and external teams of Wholesale Credit Operations
  • Ensured accurate and timely processing of complex loan administration transactions in accordance with established policies, processes and procedures
  • Processed loan booking, payment administration, loan system reconciliation
  • Utilized the Appraisal, Property Condition Report, Property Zoning Report, Survey, Lender Guidance, Federal Law, and sound insurance principles to ensure that the Client or Agent has the necessary tools to follow insurance requirements to meet a Closing timeline
  • Reviewed and analyzed Flood Zone determinations to determine if the property lies in a Special Flood Hazard Area (SFHA) requiring flood coverage
  • Performed extensive flood research as needed using FEMA flood maps, FEMA base flood elevation (estBFE) viewer, USGS, Flood control measures, and other government data to understand the risk to the collateral by the peril of flood
  • Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions
  • Monitored due dates and deadlines and worked to submit all documents on time or early.

Underwriting QA Anaylst

Bank of America
Richardson, TX
10.2013 - 06.2018
  • Performed review of credit, income documentation, calculations, and assets used to qualify for accuracy and compliance in order to validate underwriter's loan approval
  • Ensured all loans are compliant, and properly underwritten (and closed), as defined by current FNMA/FHLMC, FHA, VA, investor, internal, and regulatory guidelines
  • Maintained a pipeline of pre-funding and post closing loans ensuring compliance with federal and state regulations, as well as the most current FNMA/FHLMC, FHA, VA, internal, and investor requirements
  • Performed review of credit, income documentation, calculations, and assets used to qualify for accuracy and compliance in order to validate underwriter's loan approval
  • Worked to increase process efficiency by identifying potential risk and mitigating factors that may impact the Company through credit decisions and the customer's ability to repay the loan
  • Provided feedback and clear communication throughout the audit process with the Underwriters, Funders, and their respective Managers
  • Reported and audit findings to internal work group(s), for review and mitigate major defects found, when applicable.

Loan Modification Specialist/CRM

Bank of America
Plano, TX
03.2010 - 10.2013
  • Answered inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification
  • Responsible for providing a single point of contact to borrowers whose loans are delinquent or at high risk for delinquency
  • Analyzed the customer's financial situation and make recommendations on loan modifications/workout options to resolve the delinquency
  • If retention options are not possible, they discussed other solutions including short sales, deeds in lieu, etc
  • Maintained a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learned new regulations and assist in the implementation, if required
  • Ensured that changes to the interest rate, principal and interest (P&I) payment unpaid principal balance, due date, maturity date, and loan term and loan type are processed correctly and fully documented on the mortgage servicing package system
  • Experienced with Loan Modifications as well as knowledgeable with Making Home Affordable prequalification standards and procedures and provide the assist with the proper paperwork needed with application
  • Negotiated solutions on delinquent mortgage loans to allow customers to maintain homeownership, created profitable loans for the company, and minimize.

Technical Support Call Center Representative

T-Mobile
Frisco, TX
04.2008 - 03.2010
  • Provide training to end-users on the Salesforce CRM and deliver step-by-step instructions for configuration and updates to ensure optimal functionality based on customer needs
  • Translated complex technology concepts into accessible language, and deliver guidance to customers to deliver timely resolutions and ensure satisfaction
  • Achieved customer service ratings of 98% by utilizing conflict resolution techniques to calm frustrated customers quickly and efficiently
  • Supported customers retrieving lost data, and delivered step-by-step instructions to configure new phones and ensure optimal performance
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed multiple tasks simultaneously while adhering to quality standards set forth by the company.

Customer Service Representative

JP Morgan Chase
Arlington, TX
11.2006 - 04.2008
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted available products and services to customers during service, account management and order calls.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Education

High School Diploma - General Studies

Central High School
Tulsa, OK
06-2003

Skills

  • Data Entry
  • Call Management
  • Technical Support
  • CRM Software
  • Typing Proficiency
  • Microsoft Excel

Timeline

Document Administrator

Bank of America
06.2018 - 02.2023

Underwriting QA Anaylst

Bank of America
10.2013 - 06.2018

Loan Modification Specialist/CRM

Bank of America
03.2010 - 10.2013

Technical Support Call Center Representative

T-Mobile
04.2008 - 03.2010

Customer Service Representative

JP Morgan Chase
11.2006 - 04.2008

High School Diploma - General Studies

Central High School

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