Customer Service Peer Support

Shanise Underwood

Phone: 704-***-****

Email: ****************@******.***

LinkedIn: Shanise-Underwood-818923251

Skilled customer service professional. Excellent relationship building, problem-solving and communication skills with superior analytical and adaptable nature. Competent and knowledgeable in City, State financial regulations and employs a critical eye toward document details. Reputation for accurate and prompt management of processing loan applications.

RELEVANT SKILLS

Communication Adaptability Critical Thinking Problem Solving Time Management Attention to Detail Teamwork and Collaboration Customer Service Leadership PROFESSIONAL EXPERIENCE

You Share We Care, Charlotte, NC 2024-Current

Peer Support Specialist

● Provide one-on-one peer support to individuals to help them identify personal goals and develop recovery plans.

● Share personal recovery experiences to inspire hope and model positive coping strategies.

● Assist clients in accessing community resources such as housing, employment, education, and healthcare services.

● Encourage clients to build natural supports and develop healthy relationships.

● Support clients in developing self-advocacy and communication skills.

● Facilitate or co-facilitate peer support groups, workshops, or recovery-oriented activities.

● Maintain appropriate boundaries while fostering a trusting and supportive relationship.

● Collaborate with case managers, clinicians, and other service providers to ensure holistic client care.

● Document all interactions and progress in compliance with program and agency standards.

● Participate in regular supervision, team meetings, and ongoing professional development.

● Uphold confidentiality and ethical standards consistent with organizational policy and the Certified Peer Specialist Code of Ethics.

Piedmont Airlines, Charlotte, NC 2024-Current

Gate Agent/Customer Service Representative

● Greet and assist passengers with check-in, boarding, and gate information. Verify passenger identification and boarding passes. Make boarding, flight delay, and final call announcements over the public address system

Assist with seat assignments and upgrades as needed.

● Process complex job duties pertaining to oversold and or weight restricted flights ensuring passenger count and total aircraft weight falls within guidelines and regulations.

Coordinate with flight crews, ramp agents, and other team members to ensure timely departures.

● Handle denied boarding situations, rebooking passengers, and accommodating special requests.

Provide wheelchair assistance and escort passengers with special needs. Ensure compliance with all FAA, TSA, and company safety regulations. Address and resolve customer concerns in a professional manner. Operate computer systems for flight check-in and gate operations. Perform gate area security checks and monitor boarding areas for cleanliness and order.

Wells Fargo, Charlotte, NC 2008 - 2022

Home Loan Processor 2020 – 2022

● Manage a pipeline of 50 or more pending loan applications in a fast-paced environment; decision from underwriting within a 45 day period while ensuring accuracy and quality of the application file.

● Review and verify income with traditional and complex tax returns. Confirm all income and assets in detail prior to underwriting submission for a second level approval.

● Processing Conventional, VA and FHA loans using Mortgage Loan Operating system

● Communicate with Loan Officers, Underwriters, Realtors, Agents, Attorneys and the Customer. Loan Serving Specialist 2016 – 2018

● Receive, validate and complete complex loan modification documentation, funding and quality control research requests.

● Strong working knowledge of MSP, ERLMF and CPI Fidelity.

● Perform a timely check of loan documents created by other Loan Documentation Specialists before they are released to the markets.

● Managed a pipeline of 30+ clients per month and maintained frequent contact with the customer. ● Escalate questionable transactions and reoccurring issues to management in a clear and timely manner.

Loan Verification Analyst II 2014 – 2016

● Research all third parties to the origination, submitting requests for audit verifications to validate loan information. ● Complete knowledge of Complaint, Deed of Trust, Military Status Affidavit and complete chain of Note and Assignments.

● Review loan file and attempt re-verification of all information utilized at origination for approval. ● Scrutiny of the accuracy of all work performed by the data capture analyst, reconciling all audit verifications received. ● Identify risks to the company associated with premature foreclosure. Quality Analyst/Loan Servicing Specialist III 2008 – 2014

● Execute effective loan servicing for mortgage loans, utilizing LPS Desktop to initiate or hold foreclosure upon research and review.

● Team assistance in activating a large pipeline of potential foreclosure accounts each month, ensuring that each approval accurately aligns with investor guidelines and timeframes.

● Assist the Pre-Foreclosure Specialty Team as the primary reviewer of the Matured Balloon Loan Portfolio, ensuring proper servicing and foreclosure proceedings are adhered to. EDUCATION

High School Diploma

ADDITIONAL SKILLS, CERTIFICATIONS AND SOFTWARES

ACE, GATE READER, QIK, GET, Microsoft Word, Microsoft Office, Excel, Teams and Non Movement Airport Operations Certified

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