TAWWANDA YOLANDA WITHERS

** ****** *** ****, ******, GA 30263

ac8zeg@r.postjobfree.com • 678-***-****

ADMINISTRATIVE ASSISTANT/ PROJECT COORDINATOR/ PARALEGAL

SUMMARY

A self-managed and result-oriented professional with twenty years of experience in Business Administration/Project Coordinator in varies call center functions for business contracts and mortgage lending. In addition to acquired experience in the legal field of Personal Injury and AAS in Paralegal Studies. Proven record in management, with strong interpersonal, problem solving and decision making skills. I have established and maintain strong alliances; lead and motivate teams; drive projects to successful completion and exceed client expectations and achieve company bottom-line results.

SKILLS

Proficient in MS Word, Excel, Professional/XP, PowerPoint, Outlook, Lotus Notes/Tool Suite, Excel, PowerPoint, Encompass, Salesforce, Abacus Law, Westlaw, Lexis, among other vital programs.

PROFESSIONAL EXPERIENCE

Processor/Office Administration – Primary Residential Mortgage, Inc., Fayetteville, Georgia 08/2017 –Present

Gather and organize documents related to loan applications.

Complete and verify information on a loan application.

Contact applicable verification sources, verifying the information on the loan application.

Order Verifications/ Post Closing Docs (VOE's, VOD's, Title and all other Necessary items).

Prepare file for Loan Submission to Senior Processor.

Maintain Loan Status up to date at all times in Encompass/Mortgage Software.

Customer Care Service Representative – Call Center/ State Farm Insurance, Dunwoody, Georgia 09/2015 – 08/2017

Acting in a team lead capacity.

Manage customer service escalations.

Answer insurance-related questions from callers.

Take initial loss reports and provide claim personnel contact information.

Take payments and answer bill related questions.

Take and send detailed messages to agents/claims personnel.

Apply State Farm policies and procedures to unique situations

Administrative Contract Specialist - Call Center/ Remx Staffing, Atlanta, Georgia 07/2014 – 06/2015

Updating New/Existing contracts with commercial clients.

Reporting Monthly contract audit matrix.

Updating contract status based on renewed and expired via Excel.

Scanning, uploading updated contracts, addendums, pricing and rate sheets.

Case Manager - Personal Injury/ Granville Group Attorneys at Law, Atlanta, Georgia 11/2013 – 6/2014

Assign and set up appointments for new clients with appropriate Chiropractors’ and or other Specialists’.

Weekly Interacts with client and/or other providers to ensure that all appropriate records, and information to include, but not limited to, medical records, bills, wages, insurance information, investigation information are ordered and received in a timely matter.

Audit Quality Control – Compliance/HIPAA - Health Insurance Portability And Privacy Act

Daily switchboard duties with inbound /outbound calls and administrative functions.

Cont.

Administrative Contractor/ Remx Consultant, Atlanta, Georgia 01/2013 – 11/2013

Appointment Setter for Commercial Accounts with Comcast Call Center

Resolving Customer Escalation

Maintaining Customer Account Records & Scheduling

Planned and made accommodations for meetings and conferences.

Maintained office equipment and scheduled visits for repair and service when necessary.

Sr. Negotiator - AMO Recoveries Call Center (Bank of America), Norcross, Georgia 01/ 2011 - 09/2012

AMO Recoveries/ Mortgage Division/HAFA Program, analyze financial information including, credit reports, asset and liability statements to determine appropriate loan amounts, terms, and loan programs.

Review various reports including appraisals, titles and or additional lienholders, other additional documents to determine compliance with investor requirements and governmental guidelines.

Consulting with clients on processes and requirements for loan submissions.

Reviewing Loan Packages acquired by secondary lenders for assessment of loan portfolio.

Client Escalations/Resolutions.

Project Coordinator - IBM Corporation Call Center, Atlanta, Georgia 04/ 1998 – 07/ 2009

Team Lead – Managing 15 Specialist & providing administrative support to Call Center Manager.

Project Coordinator for Enhanced Entitlement, Back-house and Reversals billing.

Inbound/Outbound Calls from clients and sponsors.

Customer Disputes and Resolutions Consulting for Sponsor Affiliates.

Administrative Assistant for Departmental Reporting Weekly/Monthly Matrix (Team Performance).

EDUCATION

AAS Paralegal Degree, Magna cum laude, Brown Mackie College-Atlanta 06/2013

Computer Science / Business Management, DeVry Institute, Decatur, Georgia

Computer Science Atlanta Metropolitan Jr. College, Atlanta, Georgia

SPECIAL PROJECTS – COMMUNITY SERVICE

Continental Societies, Inc. Newnan Chapter – 1st Vice President – Currently

Girls Inc. Committee Chair

Public Relations for Atlanta Boys Scout Council

AASP- Adopt A Student Program - Consultant/Mentor for Crim High School

Scottsdale Child Development and Resource Center - Public Relations

Chapel Hill Middle School Band Booster - Board President

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