LaShea White

Henrico, Virginia, United States

804-***-****

linkedin.com/in/lashea-white-59b845240

Summary

Objective

An experienced dedicated and detailed-oriented Client Experience Coach/Supervisor who is knowledgeable in all facets. Establish and maintain excellent relationships with associates and clients. Strengths include:

• Problem Analysis

• Oral & Written Communication

• Customer Relations

• Team Building

Experience

Banking Officer

Mortgage America, Inc.

Oct 2017 - Present (6 years)

Primarily responsible for coaching to improve the quality and accuracy of the team.

· Responsible for ensuring that all business transactions and practices in the individual's span of control comply with all regulations and the SunTrust Code of Conduct.

· On daily basics my responsible include walking the floor to be available to my team to answer their questions.

· Listen to calls with the teammates to make sure they are giving all the accurate information to the client

and following all policies and procedures.

· Update my manager on plans for the day to make sure we are aligning to the SunTrust purpose.

· Conduct Weekly Manager Meeting( prepare PowerPoint, discuss what will be the main topic, discuss different areas for improvement)

· Take supervisors calls

· Needs Met (Engage, Explore, Recommend & Deliver) help teammates uncover the client Real Needs

· Assist Manager with Action Plan for the team and/or each teammate individually

· Track Coaching Opportunities and Operational Complaints

· Refresher course for New Hires

Listen to teammates calls on a monthly basis for Quality. Silent Observations completed in each teammate for Career Development Mortgage Specialist

Jun 2006 - Oct 2017 (11 years 5 months)

Delivered superior customer service by handling inquires and request via telephone.

• Take more than 300 calls a day. Process payments for mortgage; also explain escrow analysis when there are shortages and overages on loan.

• Explain various types of mortgages to educate customers on their loan type.

• Process return mail to update customer loan to make sure there receive all important info on loan. LaShea White - page 1

Process credit disputes for all SunTrust accounts also assist bank representative with payoff.

• Consistently accomplish department goals receiving ratings on quality monitoring

• Mentor/Coach new hire listen for soft skills and make sure they are successful with SunTrust. Senior Customer Service Representative

American Career College

Jul 2001 - Jun 2005 (4 years)

3 years 11 months Villa Park Dr.

Process various types of products applications, to include Checking, Savings, and Credit Cards. Met company objectives by referring other products and services. Earned recognition for superior customer service correspondence to Manager.

• Delivered superior customer service by handling inquires and request via telephone and correspondence.

• Processed Visa check card claims in accordance with Government Regulation E. Consistently accomplish department goals receiving ratings on call monitoring surveys. Education

Strayer University

High School Diploma

Skills

alpha • coaching • credit • customer relations • customer service • government • mentoring • microsoft excel • microsoft mail • microsoft powerpoint LaShea White - page 2

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