QShawn Rhodes
Indianapolis
Summary
Skilled Loan Resolution Specialist with expertise in customer service, problem resolution, and documentation management. Committed to providing effective loan evaluation and support through chat interaction. Proficient in improving chat performance by ensuring swift and satisfactory resolutions.
Overview
10
10
years of professional experience
Work History
Loan Resolution Specialist
Sallie Mae
Indianapolis
02.2023 - Current
- Act as a central point of contact for loan resolution activities involving borrowers.
- Assists customers with all available program options (including loan modifications); requesting, reviewing and assessing borrower (and cosigner) applicable documentation to render the appropriate resolution.
- Ensure timely and accurate dissemination of information and documentation related to loan resolution efforts.
- Assist in the preparation and maintenance of loan resolution documentation, including loan workout agreements, settlement plans, and related correspondence.
- Ensure all documentation is accurate, complete, and compliant with internal policies and regulatory guidelines.
Customer Service Rep III
Edfinancial Call Center
01.2021 - 01.2023
- Answers inbound student services phone calls and chat interactions for college and university offices on behalf of the school,
facilitating accurate and efficient information distribution through a comprehensive understanding of
individual academic institution and industry best practices.
• Provide assistance through the financial aid dept for aid information, awarding letters, and awarding
discrepancies, evaluating student data and other pertinent information to support informed decision-
making and provide accurate information.
• Services many schools and department, serving as representatives for different schools like:
Admissions, Registrars, Financial Aid, and Bursars office, facilitating prompt, consistent communication
with students as well as institutional representatives to provide value-added impact
Federal Student Aid ( National Clearance)
Quality Analysis I
Perspecta Call Center
01.2018 - 01.2021
- Utilize tools to evaluate chats, emails, and calls while meeting productivity targets by monitoring trends
and behaviors of agents and ensuring contractual commitments are met.
• Attend quality meetings and calibrations to make recommendations of improvement for the agent's
performance.
• Evaluates agent performance and provides coaching and training opportunities.
• gained skills in operating Windows, Zendesk, SLSS, and Oracle(CRM
Customer Solutions Rep III
BCforward Call Center
Remote
12.2016 - 01.2018
- Accessed federal systems to report issues or concerns
• Assisted with issues pertaining to FAFSA applications and federal student loan certifications by
providing valuable information of the aid process via chat, resolving technical issues with the system,
and locating issues with the mpn and entrance counseling certifications.
Customer Service Rep II
Wells Fargo Call Center
Phoenix
03.2016 - 09.2016
- Providing the available balances and outstanding Items to determine billing disputes.
• Evaluate check clearance and returned items
• Making reasonable financial suggestions with the customer's initial concern by examining the account
to locate areas of opportunity and making payments to credit accounts
• Reporting Lost/ Stolen/ Fraud on accounts and determine the situation of fraud occurring and
processing it
• Competent in fraud situations and the abusing of Fraud circumstances
• Removing/Placing holds on cards during transaction verification.
• Reason of Leave: relocated to Montgomery, Al
Macys Granting Credit Limit Increases and Customer Service
Credit Granting Agent
Macys Call Center
Phoenix
11.2015 - 02.2016
- Processing credit limit increases, making judgements of account evaluation, and dispositioning credit
accounts to assure the accuracy of reporting for limit increases.
• Knowledge in revolving balance, fixed/variable interest rates, and finding solutions to exchanges and
billing disputes.
• Assisting with employee referrals of approving and declining transactions
• Receipt lookups for employees instore and finding merchandise of same-day sale proposal to
exchanges and refunds.
• Experience in billing disputes, reporting fraud, and payment processing
• Reason of Leave: Granted a job opportunity to work for Wells Fargo that proposed a better pay.
Education
Bachelor of Arts - Psychology
South University
06-2027
Skills
- Customer service
- Problem resolution
- Loan evaluation
- Documentation management
- Financial analysis
- Data interpretation
- touch-typing efficient
- written communication
- Data Entry
- Communication skills
Timeline
Loan Resolution Specialist
Sallie Mae
02.2023 - Current
Customer Service Rep III
Edfinancial Call Center
01.2021 - 01.2023
Quality Analysis I
Perspecta Call Center
01.2018 - 01.2021
Customer Solutions Rep III
BCforward Call Center
12.2016 - 01.2018
Customer Service Rep II
Wells Fargo Call Center
03.2016 - 09.2016
Credit Granting Agent
Macys Call Center
11.2015 - 02.2016
Bachelor of Arts - Psychology
South University