LAKIEDRA HOSKINS
Tupelo
Summary
Customer focused support specialist with experience managing high touch client relationships, resolving escalated service issues, and delivering process improvements. Proven ability to collaborate across departments, document accurately in CRM systems, and ensure customer satisfaction through thoughtful problem-solving and timely communication.
Overview
10
10
years of professional experience
Work History
Treasury Management Premier Partner Support Specialist
Cadence Bank
03.2023 - 05.2025
- Managed a portfolio of client support cases from onboarding through resolution, ensuring timely responses and high satisfaction levels.
- Acted as the primary contact for escalated client issues, resolving concerns by collaborating with cross-functional teams including Product and IT.
- Documented all case activity, client communication, and resolutions via SalesForce for accurate record-keeping and reporting.
- Monitored case progress and followed up consistently with clients to confirm successful outcomes and ongoing satisfaction.
- Created comprehensive training materials, videos, and client-facing presentations to support onboarding, migration, and product education.
- Maintained strong knowledge of Treasury Management products, services, and procedures to ensure accurate information and compliance with regulations.
Customer Care Specialist
Teleperformance
03.2020 - 03.2023
- Handled 60–80 inbound customer inquiries daily via phone, email, and chat, providing prompt, empathetic support and issue resolution.
- Resolved complex service requests and escalations by coordinating with billing, technical support, and operations teams.
- Maintained detailed case notes in CRM (Salesforce), ensuring accurate and up-to-date customer records for future reference.
- Consistently met or exceeded service KPIs, including first-call resolution, customer satisfaction, and average handle time.
- Participated in team feedback loops and helped identify recurring customer issues, leading to updates in knowledge base content and training materials.
Mortgage Loan Processor/HELOC Specialist
Digital Risk LLC
11.2017 - 03.2020
- Verifying all customer documentation and resolving all title issues, processing subordinations. Resolving appraisal disputes, executing closing actions to ensure timely and effective closing.
- Assist loan officers in meeting overall company goals and guidelines by contributing to the productivity, profitability, and loan quality.
- Orders and tracks all required documentation to assure processing timeframes are being met and updates system, calendars and front of loan file with status.
- Submits fully processed files through automated underwriting system and submits to Underwriting Department for decision if required.
Customer Service Specialist
BancorpSouth
04.2015 - 11.2017
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
Education
Associates of Arts Degree - Criminal Justice
Itawamba Community College
Tupelo, MS05.2017
High School Diploma - General Studies
Tupelo High School
Tupelo, MS05.2013
Skills
- CRM Systems (Salesforce, ServiceNow, etc)
- Root Cause Analysis & Problem Solving
- Customer Communication and Relationship Management
- Issue Documentation and Case Tracking
- Knowledge of Compliance and Internal Policies
- Client Onboarding and Support Documentation
Timeline
Treasury Management Premier Partner Support Specialist
Cadence Bank
03.2023 - 05.2025
Customer Care Specialist
Teleperformance
03.2020 - 03.2023
Mortgage Loan Processor/HELOC Specialist
Digital Risk LLC
11.2017 - 03.2020
Customer Service Specialist
BancorpSouth
04.2015 - 11.2017
Associates of Arts Degree - Criminal Justice
Itawamba Community College
High School Diploma - General Studies
Tupelo High School