Verlanda Simpson
Dallas,NC
Summary
Experienced leader in customer service operations, compliance, and risk management with 17+ years in financial services. Proven ability to manage staff performance, enhance service delivery, and implement operational improvements. Adept at utilizing data analytics to drive efficiency, resolve escalations, and improve customer satisfaction. Skilled in team leadership, process optimization, and regulatory compliance.
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
LPL Financial
04.2024 - Current
- Manage staff performance in customer interactions via phone, email, and in-person to ensure courteous, timely, and effective issue resolution
- Provide real-time coaching and feedback, conducting performance evaluations to enhance service quality
- Develop and implement process improvements to increase operational efficiency and risk mitigation
- Lead team meetings and strategy sessions to align with company service standards
- Oversee escalation procedures, ensuring timely resolutions in compliance with service level agreements (SLAs)
Property Adjuster
Allstate
09.2023 - 03.2024
- Investigated complex claims, conducted interviews, and assessed damages to ensure fair and accurate claim resolutions
- Managed escalated customer cases, providing expert guidance and ensuring adherence to policy guidelines
- Developed expertise in estimating practices and compliance regulations to optimize claim processing
Subject Matter Expert
Union Home Mortgage
02.2021 - 03.2023
- Led process improvement initiatives, enhancing service efficiency and team productivity
- Designed and enforced customer service workflows, increasing underwriting efficiency from 90% to 98%
- Conducted performance audits and provided strategic solutions to improve quality assurance
- Led training programs and mentored staff, ensuring adherence to customer service best practices
- Implemented reporting processes to track service performance and identify key improvement areas
DE Certified Condition Underwriter
Union Home Mortgage
07.2020 - 07.2021
- Evaluated and resolved customer concerns related to loan conditions and financial compliance
- Established procedures for analyzing risks and preventing service disruptions
- Managed business risk reporting to support decision-making and process improvements
Senior Loan Processor
Bank of America
07.2011 - 07.2020
- Oversaw customer inquiries and case escalations, ensuring efficient resolution and compliance adherence
- Implemented performance tracking metrics to improve service operations and customer interactions
- Facilitated collaboration between departments to streamline workflows and enhance service delivery
- Analyzed financial documents and identified potential risks to improve service quality
Education
Associate - Business Administration
Strayer University
Charlotte, NC05.2011
Skills
- Customer Service Management
- Staff Performance
- Service Delivery Optimization
- Escalation Policies
- Risk Management
- Compliance
- Process Improvement
- Quality Assurance
- Stakeholder Coordination
- Performance Reporting
- Coaching
- Training
- Employee Development
- Resource Allocation
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Customer Service Manager
LPL Financial
04.2024 - Current
Property Adjuster
Allstate
09.2023 - 03.2024
Subject Matter Expert
Union Home Mortgage
02.2021 - 03.2023
DE Certified Condition Underwriter
Union Home Mortgage
07.2020 - 07.2021
Senior Loan Processor
Bank of America
07.2011 - 07.2020
Associate - Business Administration
Strayer University
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