Teairra Roland
Dallas,TX
Summary
Experienced Customer and client-focused individual with 10+ years managing company and client needs with accurate and organized practices in a high-volume office setting. Highly motivated, self-starter skilled at administrative work, working under pressure, identifying, escalating, and proposing solutions to problems. Ability to work independently as well as with a team in a challenging and rapidly changing environment.
Overview
8
8
years of professional experience
Work History
Account Review Team
Walmart
Dallas, TX
01.2024 - Current
- Successfully and accurately assisted customers, stores and associates through high volume of inbound calls, emails, and chats with issues pertaining to online orders, lost deliveries, and account security; while simultaneously reviewing accounts and multiple systems for possible fraud activity.
- Reviewed, analyzed and processed critical customer queries with accuracy to provide customer satisfaction.
- Navigated multiple systems to aid in answering questions resolving issues, processing adjustments and refunds.
Temporary Resolution Coordinator, Contact Center
Walmart
Dallas, TX
09.2023 - 01.2024
- Driver support dispatcher- Successfully assisted spark drivers on a daily through high volume inbound calls, chats and emails as they complete each segment of their trip.
- Collaborated with walmart stores to assist with delivery pick ups, assigning, reassigning and cancelling delivery orders
- Assisted drivers with troubleshooting the spark app
- Assisted drivers with pay related questions; escalated for discrepancy with pay.
Operations Account Representative
Amerihome Mortgage
Irving, TX
05.2019 - 09.2023
- Managed and maintained active pipelines of up to 30 clients/lenders daily.
- Effectively managed over 100+ loan accounts daily. Communicated with clients via inbound/ outbound calls and email daily while maintaining specific SLA's.
- Served as the first point of contact for all servicing needs, loan issues/ escalations, inquiries, ordering reports uploading /filing documents, and document requests- routed and escalated to multiple servicing teams as needed.
- Responsible for moving a seller's pipeline forward toward funding.
- Researched and resolved loan servicing escalations daily using company policies and procedures to move loans to fund; cleared and created conditions as needed; followed up on escalations as needed.
- Scheduled and lead monthly and biweekly client meetings via Zoom.
- Used Excel and spreadsheets to create reporting. Created and presented PowerPoint presentations to management and clients on common trends monthly.
- Collaborated with underwriters and compliance and multiple loan servicing teams- ordered reports as needed
- Maintained good rapport and relationships with clients by providing quality service, successfully maintaining client accounts (pipeline management), including managing aged loans. Informed management of internal\external audit findings and provided recommendations on trends and concerns through management reports.
- Handled all withdrawal/cancellation requests. Maintained good rapport with customers and internal departments by providing quality service, proactively handling complex customer issues, and successful pipeline management.
LOAN REVIEW SPECIALIST -PRE-PURCHASE REVIEW
Amerihome Mortgage
Irving, TX
03.2016 - 05.2019
- Audit Review- Accurately reviewed loan documentation for Conventional, Non-Conforming, FHA, VA loans and collateral files to ensure files contains the designated set of documentation
- Accurately reviewed/ audited loan documents to verify information matches the originating system information.
- Verified that all documents for the loan type closed are present in the file and executed correctly.
- Verified that all compliance guidelines have been met while Ensuring all prior to and at close conditions are in file and acceptable prior to loan funding.
- Ensure CD is in line with RESPA/TRID and initial disclosures, if not require CD changes and evidence of cures.
- Communicated with Correspondents and other parties to correct errors and meet all conditions and regulatory requirements.
- Communicate clearly both verbally and in writing Update LOS with all closing information (fees, date of close, date of disbursement, date of purchase).
- Calculate funding to ensure accuracy of disbursements. Actively participates in ongoing efforts to continually improve customer service for internal and external customers.
- Maintains knowledge of Company's policies and procedures. Used inventory checklists to ensure loan files are complete and accurate. Ensured the file contains all required documentation and meets acceptable compliance (TRID and RESPA) standards and complies with established guidelines. Maintained 100% Productivity, 100% Quality, 100% completion within SLA
Education
Bachelor of Arts - Human Resources Management
University of North Texas At Dallas
Dallas, TX05-2016
Skills
- Analytical thinker
- Adaptable
- Administrative Support
- Clerical Support
- Skilled with office equipment; filing systems, fax, copies, documenting
- Proficiency with Microsoft Office Suite (Excel, Word, spreadsheets and PowerPoint)
Timeline
Account Review Team
Walmart
01.2024 - Current
Temporary Resolution Coordinator, Contact Center
Walmart
09.2023 - 01.2024
Operations Account Representative
Amerihome Mortgage
05.2019 - 09.2023
LOAN REVIEW SPECIALIST -PRE-PURCHASE REVIEW
Amerihome Mortgage
03.2016 - 05.2019
Bachelor of Arts - Human Resources Management
University of North Texas At Dallas