Senior Coordinator/Customer Service

Latoiya K. Lynn

***** ****** ** ********, ** ****6

ad5wsn@r.postjobfree.com

[734-***-****] or [313-***-****]

Objective: To obtain a career position within a growing organization that requires use of strong organizational and analytical skills, working to my full potential and ensuring the company succeeds in its value of goals.

Experience

6/2023-Current- Work from Home (Remote) Walmart- Senior Coordinator -Resolves customer issues through multiple channels by responding to the tier 3 queries and escalated issues by providing subject matter expertise; advising associates on actions to be taken; monitoring junior agents' activities to determine if additional support is needed; researching issues and customer history to provide appropriate resolution; managing the inflow of complex contact issues for customers by ensuring investigation of issues and resolution options; recognizing trends in issues and contact types; communicating or escalating issues to contact center management, training and quality team, or appropriate teams; and partnering with key stakeholders as required to resolve issues. Identifies and communicates trends from customer feedback by collecting the required data; ensuring accuracy of data; analyzing data and comparing with the current and best practices for contact center operations.

8/2022-2/2023 -Private Duty Novi, MI Wyandotte, MI GN (Graduate Nurse) - Helping patients with personal hygiene, dressing, bathing, and another daily task. Performing basic health care needs such taking vitals, reminder of medication, Light housekeeping. Observing and reporting the patient’s well-being. Run errands, attend doctor appointments. 4/2022-8/2022 Crusecom Call Center (Remote) Customer Service Representative- Support includes Lost/Stolen, Transaction History and other related card information. Communicate accurate information to callers in an empathetic and clear manner. Candidates are expected to work quickly and handle a high volume of calls regularly. 4/2021-12/2022- (Reason in Gap of employment) Dorsey College Woodhaven, MI GN- Focused on school. Decided not to work during this time. Finished nursing school as an Lpn Graduate. 5/2019-4/2021 Restoring Your Health Taylor, MI Intake Coordinator- admission process for new patients by ensuring availability of reimbursement for services, identifying the clinical team to deliver care, and scheduling all patient visits within prescribed discipline and visit frequency requirements. Contacting insurance company, verifying insurance coverage/polices, etc. 5/2016-5/2019 Citibank Van Buren Township, MI Command Center Specialist/ Extension Review Analyst- Assisting upper management with prioritizing their pipeline based on root cause delays, common trends and errors while providing-feedback based on analytical reports reviewed to ensure Citi stays within the budget of extending rate locks. Reviewing purchase and refinances, solving problems that occur behind the scenes as far as processing the file, updating procedures but not limited to training as well.

10/2015-5/2016 Credit Acceptance Southfield, MI Dealer Enrollment Specialist-Process dealer change requests in a timely and accurate manner. Assist as needed in processing documents submitted under the Document Submission Process. Support additional corporate legal requests timely, accurately and with a high degree of focus on quality. Maintain up to date reporting, Ensure all dealer documents are accurate, legible, and in compliance with the appropriate corporate policy. Distribute incoming mail and package outgoing mail. Remain compliant with our policies, processes, and legal guidelines. Receive and Act Upon Feedback, be open to ongoing feedback aimed at improving performance.

2/2015 - 10/23/2015 Urban Lending Troy, MI. Home Service Specialist II -Process loans approved by an Underwriter or an automated decisioning system. Responsible for clearing conditions and issuing changes to the terms on previously approved loans. Responsible for verifying conditions of approval that includes customer income/assets documentation, resolves routine title issues including, process subordinations; resolves appraisal disputes; depending on channel, coordinate closing activities.

11/2011-6/2014 Citibank N.A. Ann Arbor, MI. Credit Specialist II/Document Specialist-Worked with Vendors, Customers and Third Parties to obtain documents Reviewed customer documents for accuracy Managed over 100 loans within required performance standards. Loan Submissions to the welcome to close calls. Appraisal review, title clearance. 7/2010-06/2011 QUICKEN LOANS Livonia, MI. Vendor Analyst- Obtained specific documents needed to close loans from companies and homeowners Reviewed appraisals, payoffs, subordinations, insurance, and verifications for accuracy Worked on vendor orders in all 50 states Maintained and Built relationships with vendors for reliable delivery and status. 1/2008-5/2010 PROTOCOL Aurora, IL Customer Service Representative-Confer with customers by telephone to provide information for incarcerated individuals, parolees, police officers etc Refer unresolved grievances to designated departments for resolution. Answer incoming and make outgoing phone calls. Prepare and update computer software to ensure current information is on file. Electronic and GPS monitoring, distribute activity time, troubleshoot devices. Education

Dorsey College

Woodhaven, MI

LPN Graduate

Belleville High School

Belleville, MI

High School Diploma

Skills and Abilities

5+yrs Microsoft Office

3+yrs call center experience.

10+yrs customer service experience

4yrs mortgage experience

2yrs Project Management

60-70 wpm typing

References -Available Upon Request