Customer Service Management

Lakeshia Laws

Dallas, TX *****

Phone: 972-***-****

Email: ************@*****.***

objective

To obtain stable employment with a prestigious company that will allow me

to utilize my extensive range of Customer Service skill and further

development of proven analytical skills, operation management background,

and knowledge of complex applications.

Experience

2011 2014 Bank of America Plano, Tx

Operation Analyst

• In consumer real estate, I am responsible for monitoring the

daily workflow of settlement files from the various business

units for delivery to contract vendors for the Making Homes

Affordable

modifications.

• Responsible for the day to day resolution of complex

problems and the execution of complex transactions for the

business unit, or units, including research

• Partners with the business to develop and transition plans,

including ongoing success measures, to sustain the change.

• Maintains relationships with vendors and LOB as required.

• Coordinates and provides support to the Vendor Management

as required.

• Responsible for small - medium projects for a business unit.

• Manage key internal and external relationships.

• Assist with internal/external audits, and back-up for associates

within the team.

• Identify workflow/system improvements and work with

supervisor and operations team to enact change.

• Perform daily and weekly electronic reconciliation of systems

to custodial records.

• Resolve trade settlement issues in a timely manner.

• Create and verify client performance files.

• Great customer service skills

Computer savvy in MS Office Programs and proprietary mortgage-

processing software (Escrow Admin, Title Mortgage Pools SQL etc)

2009 2011 Special Project/Bank of America Forth Worth, Tx

Loss Mitigation/ Underwriter

Makes the decision on loan applications up to the conforming loan

limits typically one unit properties

verifies customer income documentation; resolves routine title issues

including, but not limited to the following: vesting issues, child support

liens, judgment liens, mechanic liens and undisclosed liens

reconveyances; processes subordinations; resolves appraisal disputes

executes closing actions to ensure a timely and effective closing

process

Maintains a high level of customer service by being proactive in

communication with customers, banking center associates, realtors, etc.

In call center enviroment

Ensure all proper documentation is on file for underwriting review

Verifies property type, loan type and other assets on original loan

application

Request transcript using 4506 T form, bank statement, RMA and

other information from homeowner that is needed to move file forward

to next level in the modification process

2007 2009 Financial Elete Dallas, Tx

Accounts Payable

Entered clients invoices

Entensive customer service, verified payment status, researched

Matching purchase orders with vendor invoices and confirming

coding with controller GL list.

Checked, coded; using GL codes, expense reports

Updated various Vendor information

Matched PO and expense reports to printed checks and distributed

them

Coded vendor invoices and expense reports using GL codes and

entered them into QuickBooks.

Opened mail daily, filed paid vendor invoices, mailed out checks

Prepared wire transfers, collected approvals on invoices

Filing, Scanning Images, Copying, and Faxing

.

Education

Current Richland College Richardson, Tx

Major Accounting

2003 2007 L.V. Berkner High School Richardson, TX

Graduate of 2007 Diploma

Summary of qualifications

• A workforce management professional experienced in Clients

relation. Skilled knowledge and application of

variousprograms, complex management of business practices,

and workforce management applications, systems, and

2

methodologies.

• Strong organizational and management background with an

ability to work independently.

• Experience with database management and project

management.

• Planner Self-motivated Strategist Analytical Problem

solver

• Communication and presentation skills

R E F E R E N C E S AVA I L A B L E U P O N R E Q U E S T

3

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