Open To Work
Tuewannada Starling
Oklahoma City,OK
Work Preference
Summary
Accomplished Operations and Customer Service Professional with over 10 years of experience in financial services, mortgage servicing, and engineering operations. Expertise in government loan programs, contract review, account management, and compliance. Proven success in enhancing customer satisfaction, resolving complex issues, and managing high-volume workloads while ensuring regulatory adherence.
Overview
13
13
years of professional experience
Work History
Service Administrator
Hetronic USA OKC, Hetronic International
Oklahoma City, Oklahoma
09.2024 - Current
- Coordinated engineering technicians and sales operations, ensuring timely completion of service requests to enhance customer experience.
- Managed customer communications during repair processes, contributing to high satisfaction levels and customer retention.
- Coordinated scheduling of technicians, deliveries, and customer appointments to optimize service efficiency.
- Prepared service quotations, verified purchase orders, and ensured accurate credit approvals.
- Audited service documentation, invoices, work orders, and sales transactions to ensure accuracy and compliance with operational standards. of technicians, deliveries, and customer appointments.
- Resolve billing and inventory discrepancies through collaboration with multiple departments.
- Maintain office procedures, compliance standards, and operational documentation.
- Support Human Resources with onboarding, training, and administrative functions.
Home Retention Specialist II
Rushmore Servicing/Mr.Cooper
Oklahoma City, Oklahoma
05.2018 - 09.2024
- Managed complex government-backed mortgage portfolios, including FHA, VA, USDA, Fannie Mae, and Freddie Mac loans.
- Reviewed loan documentation and financial records, determining borrower eligibility for retention solutions that supported home retention efforts.
- Educated homeowners on loan modifications, repayment plans, assumptions, and assistance programs.
- Analyzed financial information such as income, assets, and credit profiles to recommend appropriate solutions.
- Trained new employees on mortgage servicing procedures and customer communication strategies.
- Collaborated with underwriting compliance supervisors to effectively resolve escalated loan issues, enhancing customer satisfaction.
- Ensured adherence to investor guidelines and federal servicing requirements, maintaining high-quality standards in loan servicing operations.
Escalations Specialist, Compliance
Caliber Home Loans
Oklahoma City, Oklahoma
09.2015 - 05.2018
- Resolved complex customer escalations, ensuring compliance with service-level agreements.
- Managed FHA, VA, and USDA claims to ensure regulatory compliance.
- Collaborated with attorneys, processors, and internal departments to effectively resolve loan exceptions.
- Processed mortgage servicing transactions, including payment processing and payoff requests.
- Maintained accurate records and prepared reports, enhancing support for operational performance.
Customer Service Cashier
Ross Dress for Less
Oklahoma City, Oklahoma
02.2014 - 09.2015
- Handled cash, credit, and gift card transactions accurately.
- Processed customer transactions efficiently at checkout stations.
- Greeted customers and provided friendly customer service.
- Assisted customers in locating merchandise and answering inquiries.
- Resolved customer complaints with empathy and professionalism.
- Maintained cleanliness and organization of the sales floor and checkout area.
- Collaborated with team members to ensure smooth store operations.
- Restocked shelves and ensured merchandise was properly displayed.
- Trained new cashiers on checkout procedures and customer service standards.
Education
High School Diploma -
Sullivan High School
Chicago, IL06-1988
Skills
- Operations coordination
- Customer success and relationship management
- Mortgage servicing and government loan programs
- Contract review and documentation
- Regulatory compliance
- Problem resolution
- Process improvement
- Training and onboarding
- Billing and invoice verification
- Data analysis and reporting
- SAP, Fiserv, Black Knight, AS400
- Microsoft Office Suite
Timeline
Service Administrator
Hetronic USA OKC, Hetronic International
09.2024 - Current
Home Retention Specialist II
Rushmore Servicing/Mr.Cooper
05.2018 - 09.2024
Escalations Specialist, Compliance
Caliber Home Loans
09.2015 - 05.2018
Customer Service Cashier
Ross Dress for Less
02.2014 - 09.2015
High School Diploma -
Sullivan High School