Customer Service Specialist
Resume:
Lakeshia Minter
**** ****** ****, **** *****, TX 76119
**************@******.***
PROFESSIONAL SUMMARY
Seasoned Collections/Customer Service specialist, armed with 10+ years in call centers. Demonstrated expertise in Fidelity MSP and proficient in complex calculations. Successfully reduced delinquency rate by over 20% in previous roles.
SKILLS
Conforming and Non-conforming loans, Power Point, LSAMS, AS400, Outlook, Bankruptcy, Lexis Nexis, Excel, Lotus Notes, Shaw, MySup, Genesis, Workday, Filenet, Rightfax,Word, Sorting mail, Shipping and Receiving, and Compliance
PROFESSIONAL EXPERIENCE
Santander, TX March 2010- October 2024
Bankruptcy
• Monitor accounts throughout the loan bankruptcy process.
• Determine Bankruptcy status, utilizing internal department applications, and moving loans to the next stage in the process.
• Work with bankruptcy court systems to file motions inside strict deadlines. Credit Bureau Specialist
• Responsible for investigating and responding to customer disputes through e-OSCAR.
• Work with leadership to ensure all dispute queues are completed within business SLA’s.
• Work on escalated remediation projects
• Extensive Metro II knowledge and FCRA
• Assisted with training new hires for CCAP as well as SCUSA. Collections
• Took inbound calls from customers on early payment default accounts.
• Set up payments through our check system.
• Made outbound calls to customers ranging in delinquency from 30-90 days. Mailroom
• Operated mail processing equipment and manually sorted mail.
• Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
• Released registered and special delivery letters and packages to designated recipients and obtain signatures for release.
References
Available upon request
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