La Seasky A.

Customer Service , Loan Mortgage, Quality Assurance

I am a seasoned customer service and operations professional with more than 10 years of experience across the BPO, mortgage, and financial services industries. Holding a Bachelor of Science in Physical Therapy from Dominican College, I have successfully leveraged my background in health sciences and care into a client-focused career supporting both Australian and U.S.-based clients. Currently, I work in the Australian home loan industry as a Mortgage Retention Specialist with Lendi Services Inc., where I manage borrower relationships, negotiate competitive retention offers, verify documentation, and ensure regulatory compliance using platforms like ApplyOnline, Salesforce In earlier roles, I supported U.S.-based clients through high-volume customer service positions in companies like TELUS, IBM Daksh handling technical support, billing concerns, sales, escalations, and customer loyalty programs. My time in these roles honed my skills in communication, problem resolution, and customer satisfaction across phone, chat, and email channels. Core Competencies: • Mortgage Processing (AU): Retention strategies, loan documentation, compliance, settlement • US-Based Client Support: Technical troubleshooting, billing, escalations, up-selling • Customer Service Excellence: Multichannel support, resolution management, CX improvement • Team Leadership & Training: Staff coaching, quality assurance, KPI monitoring • Systems Proficiency: Salesforce, Microsoft Office, CRM & loan origination software • Soft Skills: Effective communication, empathy, adaptability, cross-cultural collaboration My professional journey includes team leadership roles in Singapore and the Philippines, mentoring newly hired agents, and providing floor support and coaching to improve operational metrics. I take pride in being detail-oriented, culturally adaptive, and committed to continuous learning and improvement. Whether supporting a first-time borrower in Australia or resolving a complex billing issue for a U.S. customer, I bring a consistent focus on delivering excellent service, building trust, and exceeding expectations.