Dionne Shamell

**** ****** ***** **

Jacksonville, FL 32211

Phone: 904-***-****

Email- ad29eg@r.postjobfree.com

OBJECTIVE: To secure an entry level position at a growing company where I can utilize the skills and experience I have acquired throughout my work history. PROFESSIONAL EXPERIENCE

Nicholas Financial

Account Specialist

September 2021 – Present

● Responsible for contract processing and assisting with credit application processing and collections

● Evaluate customer account for quality assurance and performance metrics

● Assist in various forms of collections and posts payments

● Communicate with customers (both on the phone and in pesrson) and place notes in NFI system regarding payment dates and other important account information

● Correct customer accounts with updated case information

● Inbound and outbound calls assisting with new and existing customer accounts using Salesforce

● Other clerical and administrative duties related to branch operations Genpact

Online Content Reviewer

January 2019 - September 2021

● Responsible for reviewing online post for any policy violations for social media platforms

● Quality assurance review of randomly selected business accounts

● Utilized multiple computer networks and systems to record and track ongoing issues

● Logged performance using extensive database and compiled Excel documents

● Prepared reports of ongoing issues for upper management and advanced technical support team Comcast Cable Company

Technical Support Representative Tier 2

February 2015 - December 2018

● Assisted customers with billing inquiries

● Home Networking technical support

● Installation of internet service via remote assistance

● Pre-wired electronic equipment for setup of self-installation kits

● Email/Outlook configuration & support

● TCP/IP LAN troubleshooting

● Keying trouble calls/work orders for installation technicians

● Assisted in the training of new hires

● Sales

McKesson

Customer Account Executive

January 2012 – February 2015

● Answer inbound customer calls using SalesForce and other systems.

● Sales and Management of Online Marketing Campaigns

● Responsible for processing electronic customer orders

● Answer question and billing inquiries via phone and email

● Prepare customized spreadsheets based on product sales data

● Scan and digitize business documents

● Inventory

Digital Risk

Loan Processor

January 2015 - February 2017

● Refinance contractor for Bank of America

● Responsible for the processing of loan applications from company internet site

● Verification of loans in system to ensure RESPA requirements met using TRIAD

● Provide customer service and updates to borrowers and loan officers from approval to closing State Farm SFPP

Senior Account Rep

May 2005 - January 2015

● Provide customer service in support of billing programs through servicing flexible billing options

● Respond orally and in writing to inquiries from policyholders, agency force, divisions, general departments, regulatory departments, mortgage companies, banks, claim representatives, and fellow SFPP employees throughout the company

● Perform routine and complex account maintenance for State Farm Payment Plan Accounts

● Navigate and comprehend auto, fire, life, health, accounting, and other applicable systems

● Posting payments credits and creating monthly billing statements for all lines of business EDUCATION

Samuel Wolfson High School Graduate - Jacksonville, FL

● LPS/Process Manager, MLS, MSP, ELOC,,Encompass and Loan IQ systems

● Specialty training in origination, servicing, and foreclosure procedures on FNMA, FHLMC, VA, GNMA, CDA, FHA, residential, rural, and commercial loans

● Proficient knowledge of default servicing within regard to collections, foreclosure, property preservation and bankruptcy processes

● Experience in handling FEMA declared affected loans

● AUS, DE and LP processing & underwriting experience

● Knowledge of complex personal, business and escrow tax balance resolution case handling and associated client services

● Knowledge of IRS processes and procedures; including collections, examinations, innocent spouse, tax forms and offer in compromise, appeals, advisory, penalty abatement and ID theft.

● Experience in Collections, Loss Mitigation, HAMP, HARP and Modifications

● Experienced with RESPA, TRID, TIL and banking regulation requirement for disclosures

● SASE Level 1 Underwriting Signing Authority

● Experience in disbursement to builder’s using standard and custom draw schedules

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