Service Representative Call Center
Resume:
LeQueint Holbert
Location: Charlotte, NC
*********@*****.***
OBJECTIVE:
To obtain a secure and challenging position that will allow me to utilize my analytical ability as well as my leadership and people skills.
WORK HISTORY:
Sunstates Security (contract)
Security Officer May 2020-June 2020
●Secure premises and personnel by patrolling; monitoring surveillance equipment; inspecting buildings, equipment, and access point; permitting entry.
●Prevents losses and damage by reporting irregularities, informing violators of policy and procedures.
●Customer service skills and strong written and verbal skills
●Responsible for interaction with customers and maintain self-control, and conduct oneself in a professional and efficient manner.
Wells Fargo Home Mortgage Aug 2015- March 2017
Loan Servicing Specialist III
●Communicating errors, status, and information requests with underwriters, specialists, Mod Approvers and external vendors.
●Responsible for reviewing and settling of modification documents on FHA/USDA files within company and investor guidelines. This may include: - Communicating errors, status, and information requests with underwriters, specialists, Mod Approvers and external vendors.
●Responsible for reviewing and settling of modification documents on FHA/USDA/VA files within company and investor guidelines.
●Settling modification documents includes a thorough review of the documents as well as running evaluation tools and understanding program guidelines .
●Auditing documents includes a detailed review of the information in the system and on the documents before they are settled and closed out.
Doubletree Hotel by Hilton, Charlotte, NC
Front Desk Agent June 2014- Sept 2014
● Greet and check – in guests.
●Cash handling and answering multiple phone lines.
●Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
●Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
●Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
Wells Fargo Home Mortgage, Charlotte, NC
Loan Verification Analyst II October 2011- July 2013
●Executes and/or reviews loan documentation and associated reference source data and materials for purposes of verifying and preparing information and decisions in support of a variety of legal proceedings, including foreclosures on MSP.
●Work entails an understanding of a wide variety of both loan documentation and legal instruments.
●Reads, interprets and researches correspondence and legal documents including summons, subpoenas, liens and foreclosures, mortgages, deeds of trust, promissory notes, assignments of mortgage and allonges and endorsements.
●Typically provides information relevant to the status of the account, breach status, payment history, fees and escrow, payoff and reinstatement facts.
●Typically performs calculations to validate principal, interest, escrow etc.
●Typically creates ad-hoc and, at times, complex correspondence and maintains key information related to the review process.
●Works with a variety of partners, including internal and third party attorneys and associated staff members, consultants, and multiple team members throughout the servicing and default organizations.
●May be called upon to testify to the legitimacy of the documents and review processes via deposition.
●Role requires that team member serve and sign as an officer of the company.
Doubletree Hotel by Hilton, Charlotte, NC (Part-time)
Front Desk Agent June 2012-October 2012
●Greet and check – in guests.
●Cash handling and answering multiple phone lines.
●Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
●Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
●Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
LPL Financial Institution Services, Charlotte, NC (contract)
Registration Coordinator June 2011- October 2011
●Assisted with the insurance, advisory and securities licensing of advisors providing necessary security registration.
●Provided customer service to advisors over the phone, email and through written correspondence.
●Performed general clerical duties including data entry, audits, maintenance of records, back office operations, and analysis.
●Responsible for exam requests, state requests, inactive/term reports, and confirming appointment requests.
●Maintained working knowledge of state insurance regulations and procedural updates for agencies and agents in various states, utilizing FINRA and ORACLE Commissions.
●Ensuring the timely submission of materials to state agencies in order to guarantee licenses and license renewals for agents.
●Inbound/Outbound calls to and from financial advisors
Bank of America, Charlotte, NC (contract)
Home Servicing Specialist II October 2010-June 2011
●Manage pipeline of 100 plus loans.
●Contact borrowers to obtain financial documents for a Making Homes Affordable government program modification review.
●Follow strict guidelines and policy procedures.
●Work closely with underwriters to ensure timely processing.
●Stay up to date with ongoing guideline changes with the government program.
●Attain goal of submissions of loans to underwriting.
●Inbound/Outbound call center environement
Bank of America/Merrill Lynch, Charlotte, NC (contract)
Investment Center-Operations Specialist II May 2010-September 2010
●Assist clients, client associates, and financial advisors by providing servicing support.
●Duties include: directing clients how to open new accounts and assist with account questions; working with internal departments and/or directly with the client in solving service/operational issues, answering or providing information regarding procedural questions, and process client service requests(address changes, statement copies etc.); processing the movement of funds and equities.
●Inbound call center environment
Wells Fargo Home Mortgage, Charlotte, NC (contract)
Post Closer (Contract) January 2010-February 2010
●Verified mailed in closing documents were executed correctly based on state guidelines.
Wachovia, Charlotte, NC
Relationship Manager May 2008-August 2009
●Build strong client relationships with financial advisors and assist with A.G. Edwards merger related changes.
●Interact closely with initial insurance licensing, appointments and continuing education departments to resolve operational issues.
●Manage multiple merger related projects assigned by supervisors using an Insurance Licensing System.
●Inform Financial Advisors with frequently changing state regulations.
●Inbound/Outbound call center environment.
Wells Fargo Home Mortgage, Fort Mill, SC
Auditor/Special Loans January2007- March 2008
●Review complex loan information and verify accuracy of data to ensure that the loan functions properly in accordance with the guidelines.
●Perform life-of-loan audits due to errors discovered during verification process.
●Utilize multiple on-line systems to complete reports in accordance with government/investor/insurer guidelines.
●Worked on MSP to review adjustable rate mortgage, balloons, and buy down loan to insure accuracy.
Sales / Customer Service Representative December 2004-January 2007
●Home Mortgage Consultant.
●Responsible for following RESPA guidelines when assisting existing and non-existing customers for traditional refinance options, new purchase loans, and home equity loans/lines of credit.
●Followed up with mortgager throughout the processing of a loan.
●Assisted with closing document questions; and completed applications for no cost refinance program.
●Participated in testing for the upcoming releases for no cost refinance application.
●Inbound call center environment.
Crothall / Presbyterian Hospital, Charlotte, NC
Supervisor/Dispatcher December 2003 – December 2004
●Manage and control flow of 600+ patient transports on a daily basis.
●Network with hospital staff to address current and projected needs.
●Scheduling of full time and part time transport personnel.
●Review staff’s time sheet hours to ensure accuracy.
●Ability to interpret company policies to production staff as needed.
●Uphold safety regulations and practices.
●Proven ability to solve basic problems that may arise in a fast paced productive work environment.
●Inbound/Outbound call center environment.
Doubletree Hotel by Hilton, Charlotte, NC
Customer Service Representative / Front Desk Agent May 2001 – October 2004
●Greet and check – in guests.
●Cash handling and answering multiple phone lines.
●Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
●Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
●Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
Awards and Accomplishments
· 2001 Winner of Professionalism “Always Professional with Guests and Team Members” (Doubletree)
· 2002 Winner of Recognition “Always Recognizing Team Members and Guests” (Doubletree)
· 2003 Nominated for the Hospitality Excellence Award (Charlotte Convention & Visitors Bureau)
Computer Skills
· MS Word
· Excel
· MSP
· Outlook
· Greatland Auditor
· Internet Explorer
· Type a minimum of 40 words per minute with accuracy.
· OnQ
Education
High School Diploma/Choctawhatchee High School/Ft. Walton Beach, FL/ Graduated in 1995
Fall 1995 – Spring 2000 / University of West Florida; Major: Sports Science
Spring 2000 – Fall 2001 / Johnson C. Smith University; Major: in Sports Management
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