Customer Service High School

Shadea Lane

Customer Service Advocate

Ennis, TX

******.****@*****.*** - 469-***-****

Dedicated, Proficient, Dependable, Self-Motivated, Patient, Mature, Focused, Persistent, Fast Learner,

Excellent Communication and Organizational Skills, Team Player, Thinks Proactively.

WORK EXPERIENCE

Customer Service Advocate

Blue Cross Blue Shield - Ennis, TX - October 2013 to Present

Responsibilities

Receive inbound calls from healthcare providers requesting new and existing patients level of benefits for

services.

Process preauthorization's and predeterminations.

Mortgage QA Servicing Specialist

Aerotek - Richardson, TX - June 2012 to September 2013

Processing routine transactions.

• Documenting loan history.

• Responding to customer, investor, or other 3rd party inquiries.

• Researching and/or preparing documentation.

• Analyzing requests in accordance with established guidelines and determining appropriate course of action.

• Monitor account delinquency.

• Research missing payments.

• Issue escrow payments.

• Create trial documents

• Verify and review loan modifications

Mortgage Collector

Citi Mortgage - Irving, TX - April 2009 to February 2012

Collect on clients' accounts 30 to 119 days delinquent.

• Offer clients Repayment, Extensions, Loan Modifications, Sale of property, Deed in Lieu if account qualifies.

• Document all accounts.

• Update clients' information on account such as phone numbers, mailing address, email addresses.

• Promote and ensure that the customer service delivered is of the highest quality.

Customer Service Rep

AAFES - Dallas, TX - August 2006 to March 2009

Answer inbound calls from customers.

• Reviewed service members' orders and deployment papers to determine eligibility for assistance.

• Assisted customers with making payment on their account.

• Set customers up on payment plans if account qualifies.

• Updated customers' personal information.

• Assisted AAFES store associates with applications for new applicants.

EDUCATION

Lancaster High School

2005

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