Senior Quality Analyst and Documentation Specialist

LaShun Maxie

***********@*****.*** I O 214-***-**** I Q Rowlett, TX

- Senior Quality Analyst -

SUMMARY

Experienced, knowledgeable, and enthusiastic Quality Analyst. Skilled at troubleshooting technical issues, resetting user IDs and passwords, identifying document and process issues, and providing recommendations for clean up. Offers a highly professional attitude, great technical expertise and well-advanced analytical skills.

Effective communicator with strong attention to detail/accuracyand excellent teamwork abilities.

SKILLS AND ABILITIES

Technologies Abilities Soft Skills

Microsoft Office I iSeries (AS400) I HomeSaver I PEGA

Quality Control Analysis I Operation Analysis I Document Auditing I Troubleshooting Analytical Skills I Interpersonal Skills I Critical Thinking I Time-Management

WORK EXPERIENCES

QHung Management I Texas

Office Administrator

Assist tenants with work orders, ensuring timely resolutions to maintenance issues.

(Apr 2022 – June 2026)

Ensure tenants receive exceptional service by addressing their concerns efficiently and professionally. Manage and upload new property listings on MLS NTREIS.

Analyze tenant concerns and work towards the best possible resolution to improve satisfaction. Maintain accurate records of rents, tenant payments, and lease agreements.

Greet visitors, assist with inquiries, and provide general office support.

Handle emails and phone calls, ensuring prompt and professional responses to clients and tenants

Motiiv I Texas (Jun 2021 - Mar 2022)

Administrator

Assist customers with scheduling appointments for express and maintenance services at multiple dealerships.

Communicate with clients via phone and email to provide accurate service information and availability. Maintain and update customer records, appointment logs, and service requests in the system.

Address customer inquiries and concerns, providing excellent support to enhance customer satisfaction.

UBER Technologies I Texas

Uber Partner/Driver

Transports passengers safely to destinations across town.

Optimizes vehicle position to reduce wait times and increase revenue. Plans routes that go by cheapest gas stations to minimize costs.

(Aug 2017 - May 2020)

Stays level-headed during encounters with hostile and inebriated passengers. Uses laughter to de-escalate potential disputes.

Multitasks in high pressure situations. Tasks include managing fares, navigating during heavy traffic, and maintaining customer satisfaction.

Created Excel tracking worksheet to monitor mileage, maintenance, and miscellaneous expenses,

Iqor / Capital One I Texas (Mar 2018-July 2018)

Outbound Collection Agent - Contract

Researched overdue, restricted, suspended, and charge-off accounts. Contacted consumers to negotiate payment agreements and to retain customers.

Perfonned skip-tracing techniques to locate consumers to collect debt. Made collection calls on assigned

accounts in the work queue.

Analyzed customer financial situation and offered best payment solutions.

Ensured adherence to the Fair Debt Collections Practices Act and other compliance regulation and security policies.

Bank of America I Texas (Nov 2003-May 2017)

Business Control Quality Analyst

Leveraged data quality tools and data sources to identify and resolve quality issues in the Short Sale, OIL, and REO mortgage processes thereby increasing accuracy and productivity by 15%

Researched and interpreted information. Identified inconsistencies in homeowner documentation and data

and suggested updates

Investigated root cause by determining the true cause of a risk event related to negotiations submitted by a Short Sale/ OIL/ REO Specialists and Underwriters

Support Business Control Team Lead on internal feedback coordination to Short Sale/ OIL/ REO

Specialists.

Researched and resolved discrepancies through iSeries, HomeSaver and PEGA to ensure accuracy of home valuation information.

Trained staff and users to work with PEGA, HomeSaver systems and programs

Outstanding performance leading to four-times promotions through career lifetime with Bank of America.

EDUCATIONS

Associate Degree in Technology Support

(1997 - 1999)

Computer Leaming Center I Texas

Diploma

Provident High School I North Carolina

(2022)

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