Customer Service Quality Assurance
Resume:
SANIYA LOCKHART
Cell Number 214-***-**** **************@*****.***
Objectives
My objective is to work within a company that will allow me to display and utilize my skills for the
improvement of the company as well as for growth in my development .
Experience
Mortgage Servicing Specialist III
March 2013 Current
Randstad Staffing/ Bank of America Richardson, TX
Daily functions consist of processing loans approved by an Underwriter or an automated decisioning system. I am
responsible for clearing conditions and issuing changes to the terms on previously approved loans. I am also responsible for
but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves
routine title issues. I may also process subordinations; resolves appraisal disputes; depending on channel, may coordinate
closing activities. I also open, process and close loans pertaining to partial release of real estate properties. I also maintain
a high level of customer service by being proactive in communication with customers, sales partners, including banking
center associates, realtors, etc.
Carlisle & Gallagher Consulting Group Nov. 2011 Jan. 2013
Quality Assurance Supervisor Farmers Branch, TX
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My daily duty consisted of managing team(s) to meet objectives of projects that are complex in scope, risk, and/or
organizational span. This includes queue triage and management of the volume of cases in Researcher queues. Monitors
production performance to maintain the quality of services, deliverables and content; verifies compliance with site practices.
Identifies and negotiates team schedules, promotes quality and addresses the number of resources required to meet case
closure objectives. Facilitates day to day details for case closure; can communicate case closure status at any time to any
level of management. I also may perform quality review of cases prior to submission. Assesses and manages scope
change, communications, issues and risks, and organizational change to meet case closure objectives. Acts as an
escalation point to resolve case issues. Proactively evaluates and reports progress in terms of quality and performance
metrics. I respond timely to internal and external management communications. I proactively communicate and escalate
issues, challenges and opportunities. I reinforce and support agreed upon decisions, direction and strategies.
Capital One Home Loan Servicing May 2010 Nov. 2011
Escrow Servicing Team Lead Plano, TX
I assisted in supervising a team of 9. I was responsible for maintaining company
expectations within the escrow department. I managed monthly and weekly management
reports. I conducted project conversion of Bank of America loans to Capital One. I created
new procedures for Capital One property tax department. I also helped implement new
procedures for Co op loans. I did daily maintenance of team tasks, aided in resolutions of
daily customer inquiries and completed daily research and resolution of delinquent escrow
and non escrowed loans. I collaborated with REO and Loss Mitigation Department with
critical loans
Amerinet Mortgage Jan. 2008 May 2010
Underwriting Associate Mesquite, TX
I assisted the manager of private owned mortgage company with approvals and denials of
GSE and Non GSE mortgage loans. My responsibilities also included having the home
appraised and inspected and obtaining a title search and title insurance for the property.
My duties also included determining if the borrower was capable of obtaining a mortgage
loan without the possibility of default. In determining this, manual underwriting was done
in evaluating the borrower’s current credit score, collateral and their capacity to obtain and
maintain an approved mortgage loan.
MGC Mortgage March 2005 Dec.2007
Cash Operations Specialist Plano, TX
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I was responsible for daily maintenance of Customer Inquiry Task flow and research. I
also maintained the distribution of unapplied funds report for all mortgage departments. I
also assisted in the posting of physical checks and Western Union Quick Collects and
ACHs. I assisted daily special loans, customer service and escrow departments to fulfill
customer's requests. I had direct contact with bankruptcy and foreclosure department for
proper posting of funds to defaulted accounts.
First American Real Estate Tax Service August 2003 March 2005
Property Tax Research Team Lead Westlake, TX
I was responsible for a team of 7 in accordance with team supervisor. I was responsible
for assigning task to peers and maintaining management reports. I also did research and
resolution of delinquent property taxes. Daily tasks also included contacting various tax
offices to obtain delinquent property tax information. I also did daily processing of TAR
reports and open items. I prepared and processed escrow analysis for loans after loan
modifications.
KPMG LLP July 2000 August 2003
Record Retention Specialist/ Receptionist Dallas, TX
Daily duties included tracking and monitoring of Time & Expense reports and greeting of
visitors to KPMG.
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Education
Skyline High School
June 2000 Diploma
Kaplan University Degree Anticipated: Bachelors in Business Management
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