Letitia Austin

Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Client Relations, Organizational and Service Satisfaction skills. Highly valued and respected for expertise and keen insight in following policies in order to obtain desired results. Proficient in job execution and proven track record of success in compliance, account management, process improvement and leadership.

Loan Specialist - Small Business Administration

(2023-05 - 2025-10)

• Assisted in the origination, documentation, and monitoring of SBA loans, ensuring comprehensive support throughout the process.
• Prepared and submitted 4506-T's, proactively addressing and resolving any issues with the IRS.
• Conducted a thorough review of IRS tax transcripts to ensure accuracy and completeness.
• Managed technical projects associated with the SBA program, ensuring efficient and effective implementation.
• Maintained meticulous records in customer files, with particular attention to lien perfections for accuracy.
• Stayed abreast of SBA regulations impacting loan documentation and collateral perfection, ensuring compliance.
• Took charge of the monthly reporting requirements for the SBA loan portfolio, ensuring accuracy and timeliness.

Loan Officer Assistant - Highlights Tech

(2021-04 - 2023-04)

• Displayed thorough knowledge of loan policies and regulations.
• Quality checked all documentation for accuracy and data integrity.
• Collaborated with the staff to identify discrepancies and update different teams on processing progress.
• Ensured strict compliance with regulatory requirements and maintained positive working relationships.
• Documented all client interaction and records for easy follow-up.
• Responsible for gathering prospective customer information and gathered all finalized loan materials.
• Answered incoming calls from current/prospective clients and educated them on process.
• Provided administrative support and guidance as needed.

Customer Service Representative - SBA

(2020-07 - 2021-04)

Rank GS-9

• Demonstrated superior customer service and professionalism at all times.
• Worked to resolve any issues/concerns in order to retain loyal business and increase client satisfaction.
• Proficient navigation through assigned systems to complete established tasks.
• Responsible for preparing written responses to email inquiries through SBA's mailbox.
• Answered incoming calls and route to the appropriate areas.
• Managed paper/electronic filing systems.
• Performed research, data collection, statistic compilation, document generation as necessary to complete special projects.
• Utilized discretion and judgment at all times in dealing with direct reports.
• Participate in meetings for professional development and updates in organizational process.

Customer Service Representative/Dispatcher - Hiyatt2Life

(2007-08 - 2019-02)

• Updated customer accounts as needed to avoid escalation and achieves a high level of 1st Call resolution Service.
• Resolved problems by clarifying issues; researched and explored answers and alternative solutions, additional services include delivery of excellent customer service and resolve inquires.
• Responsible for recruiting drivers as needed.
• Meet/exceed all key performance metrics as established by the organization.
• Managed member expectations by clarifying needs, identifying options and recommending products and services.
• Worked with management to ensure appropriate changes were made to improve customer satisfaction.
• Gives accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
• Trains new employees and served as Subject Matter Expert to current staff.

Cabin Cleaner (Contract) - Delta Global Service

(2019-05 - 2019-10)

• Conducted walk around inspections to make sure the safety of the all areas.
• Cleaned aircraft galleys, bathrooms, cockpits, passenger seats and vacuumed interior floors.
• Wiped down all seat trays, removed debris from seats and arrange seat pocket items as required by the various airlines.

Medical Courier - Courier Connection

(2013-08 - 2017-05)

• Responsible for securely transporting medical specimens and supplies throughout the state, designed shipment routes with partners based on medical and business needs.
• Displayed exceptional written and oral communication skills to excel in providing customer satisfaction to all clients and partners.
• Liaised with various clients, including front office staff, doctors, and veterinarians on a daily basis.
• Planned the most efficient routes for accomplishing daily courier.
• Kept meticulous records and audit logs, including daily digests, and reports, while providing exceptional customer service and documents along a daily route six days per week.
• Ensured that all specimens/documents were properly secured in the vehicle and made sure that items that need to be kept cold are refrigerated properly.
• Delivered items to destination in time-efficient manner, ensure its safety and take signatures to make sure that any special information is passed on to the recipient.

Equifax Campaign Assistant - SITEL

(2017-09 - 2017-11)

• Worked closely with clients about campaigns they are running, QA campaigns from inputting the order all the way to invoicing them
• Sent and discussed reporting on how the campaign performed.
• Trained certain markets on email and multi-channel best practices and interviewed possible new hires.
• Attended meetings to discuss new company policies to ensure client satisfaction.
• Run counts for clients prior to order submissions.
• Created excel files for larger campaign deployments to ensure campaigns run smoothly.
• Oversaw and implemented training of required systems and skillsets for new hires within the field.

High School Diploma - Taylor County High School