LA TOYA ARGO-SIMON
LA PLACE
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
24
24
years of professional experience
Work History
NACA Counselor
Neighborhood Assistance Corporation of America
Baton Rouge, LA And Remote (Hybrid)
07.2024 - Current
- HUD-Certified and licensed as a Mortgage Loan Originator (MLO) in Louisiana and Texas - NMLS: 2407430.
- Served as the primary point of contact for members from the initial counseling session through closing (loan origination).
- Assisted low- and moderate-income individuals, as well as those affected by systemic racism, in achieving affordable homeownership through NACA's Mortgage program, both in-person and via video conferencing.
- Managed a pipeline of homebuyers effectively.
- Scheduled and prioritized meetings to meet deadlines.
- Managed calendar and corresponded reminders through phone, text, email, and portal.
- Proactively multi-tasked projects
- Scheduled Events
- Delivered all compliance documents and disclosures in a timely manner.
- Explained mortgage criteria, requested necessary information and documents, assessed readiness for homeownership, and determined affordable mortgage payments considering each member's unique circumstances and goals based on established policies and procedures.
- Collaborated with members to enhance their financial management skills, utilizing problem-solving abilities and financial guidance to help them achieve affordable homeownership, while consistently maintaining a professional demeanor and delivering outstanding customer service.
- Worked independently with members and coordinated with other NACA departments, providing clear direction toward their homeownership goals and enhancing their financial management skills.
- Reviewed all application documentation.
- Packaged loans.
- Obtained proper approval for loans and communicated credit decisions.
- Accurately completed documentation and data entry to ensure efficient and paperless qualification and mortgage processing.
- Documented files with written narratives and identified action items for members to complete following each counseling session.
- Reviewed payment history, income, liabilities, assets, and other criteria to determine eligibility for the program, as well as readiness for homeownership and mortgage payment affordability.
- Developed realistic monthly budgets and identified budgetary issues, including calculating a monthly cash flow surplus to establish a member's long-term affordable mortgage payment.
- Worked with members until payment history issues were resolved, reducing debt and/or adjusting expenses as needed to meet their purchase goals.
- Defined a plan for members to save the minimum required funds necessary for home purchases.
- Determined a maximum affordable mortgage payment and outlined a path to achieve the member's homeownership purchase price goal.
- Examined and processed documents, addressing any arising issues, and met NACA qualification conditions (if applicable) within 48 hours.
- Provided information on alternative mortgage products and options to enable members to make informed home purchase and mortgage decisions.
- Assisted members in purchasing homes within their affordability and eligibility limits.
- Maintained communication throughout members' housing searches to address any changes to the criteria used for their NACA qualification.
- Reviewed and processed members' applications for NACA Credit Access, ensuring compliance with NACA's criteria for both the member and the property.
- Assisted in submitting members' mortgage applications, addressing lender conditions, and supporting members throughout the closing process to streamline the mortgage process.
- Presented Home Buyer Workshops and engaged in outreach activities targeting low- and moderate-income communities, churches, job sites, events, etc.
- Participated in regular training sessions.
- Engaged in NACA events and campaigns, performing other duties as assigned.
Independent Consultant
Shipt
New Orleans Metro
02.2021 - 03.2026
- Provided personalized grocery shopping and reliable delivery services.
- Served customers with knowledgeable and friendly support at every stage of shopping and delivery.
- Utilized problem-solving skills to identify suitable substitutions for out-of-stock items.
- Processed customer orders at the point of sale using the payment information provided.
Fulfillment Solutions Specialist
Regions Bank
08.2022 - 07.2024
- Enhanced customer satisfaction by answering questions, solving problems, and providing solutions to ensure an effortless banking experience.
- Guided customers through home equity options tailored to their needs by explaining mortgage criteria and interest rates.
- Utilized software to accurately calculate affordability.
- Reviewed income, assets, liabilities, and payment history to ensure comprehensive assessments.
- Requested necessary information and documentation to facilitate account processing.
- Reviewed customer situations and offered alternative options to meet their financial needs.
- Submitted home equity applications and performed credit checks to expedite the approval process.
- Addressed lending conditions and assisted with closing schedules to ensure timely transactions.
- Opened and funded deposit accounts, including Checking, Money Market, and CDs.
- Submitted applications and closing documents for credit cards, personal loans, and lines of credit efficiently.
- Disputed unauthorized transactions to protect customer accounts.
- Serviced existing loans and credit card needs effectively.
- Participated in regular training sessions to enhance product knowledge and service skills.
- Maintained Nationwide Multistate Licensing System (NMLS) identification 2407430.
Independent Contractor
Allied Properties and Investments
08.2015 - 12.2022
- Tier 2 Peer Facilitator – Intuit TurboTax
- Assist Customer Service Professionals while they are on calls with customers by chat; Provide advanced troubleshooting.
- Document all issues, resolutions, and follow-up actions; Assist customers with escalated situations; Call monitoring; Approve transfer calls Customer Support
- Representative Intuit TurboTax – Mini Peak
- Research, analyze and determine an appropriate course of action for TurboTax customers.
- Recommend products; Interact with customers via phone, focusing on tax related questions, data entry and navigation.
- Document all issues, resolution and follow-up actions
- Process payments; Maintain customer security; Provide consistent, high quality support to all customers
- Carnival Travel Agent Sales: Assist Travel Agent
- Partners with bookings, cruise specific questions and quotes
- Process payments
- Maintain customer security
- Outbound calls to relevant support departments
Inbound Sales Representative
Cox Communications
Metairie, La | Las Vegas, NV
07.2012 - 08.2015
- Identified customer needs and effectively positioned products and solutions in a high-volume, revenue-generating call center.
- Utilized call flow, product expertise, and data systems to explain current campaigns and recommend products that fulfill customer needs.
- Assisted customers with billing inquiries, processed payments, and provided minor technical support.
- Consistently maintained 'meets' or 'exceeds' status in all performance categories.
- Demonstrated professionalism throughout interactions with both internal and external customers.
- Actively participated in team and company-wide activities.
Customer Service Representative
AT&T Mobility
Lafayette, La
12.2010 - 07.2012
- Answered customer requests and inquiries regarding services, products, billing, equipment, and claims.
- Managed multiple queues across various customer contact channels.
- Enhanced customer retention strategies.
- Initiated and completed service orders efficiently.
- Maintained a comprehensive understanding of company products, services, and promotions.
- Provided recommendations based on customer needs.
- Processed customer orders accurately and promptly.
- Activated equipment, processed collections, prevented fraud, and provided technical support.
Customer Assistant
AT&T Internet Services
Metairie, La
02.2009 - 10.2009
- Assisted customers with registration, email creation, internet signal testing, modem and filter setup, and troubleshooting.
- Presented additional services to enhance customer satisfaction.
- Coordinated and scheduled appointments for field technicians to ensure timely service delivery.
- Followed up on troubleshooting tickets to ensure prompt resolution and customer satisfaction.
Project Manager - Temporary Employment
Next Generation Homes, LLC
New Orleans, La
05.2007 - 10.2007
- Planned, directed, and managed designated projects.
- Ensured the achievement of objectives in accordance with outlined priorities.
- Identified and implemented efficient methods to utilize resources.
- Delegated responsibilities and developed a time schedule.
- Reviewed project status reports during each operational phase.
- Generated and prepared weekly project status reports.
- Assisted in managing the daily operations of the Sales Center.
- Collected cash and cashier's checks for down payments, logging them into the database.
CSR | Database Admin | Knowledgebase Team Leader
311 Information Hotline
New Orleans, La
10.2005 - 05.2007
- Answered inbound calls and assisted constituents with information regarding the City of New Orleans after Hurricane Katrina.
- Updated and maintained knowledge bases to ensure operators provided constituents with the latest and most accurate information.
- Established contacts with city government officials, the Army Corps of Engineers, and local businesses to obtain information for updating the knowledge base.
- Trained and managed a team of four members.
- Conducted weekly meetings with team members and managers to gather and update information.
- Attended bi-weekly briefings with city and federal officials regarding the City of New Orleans' progress after Hurricane Katrina.
Administrative Assistant
City of New Orleans' Mayor's Office of Public Advocacy
New Orleans, La
06.2002 - 10.2005
- Managed the knowledge base and files for individuals assisted.
- Handled incoming calls for City Hall.
- Directed constituents to designated locations.
- Maintained the government directory for the City of New Orleans.
- Participated in staff meetings and recorded minutes.
- Managed and resolved complaints effectively.
- Assisted constituents with vouchers for homeless shelters, bus tokens, and provided information on funding for housing and utilities.
- Collaborated directly with Entergy, Sewerage and Waterboard, and the Louisiana Public Service Commissioner's office to assist residents with disputed bills and provide assistance in reducing costs.
- Coordinated the city's Thanksgiving food and Christmas drives.
- Protected private information diligently.
Education
Certificate of Technical Studies - Real Estate
Delgado Community College
05-2023
Certificate - Real Estate Sales Person
Delgado Community College
12-2021
College Prep - undefined
Archbishop Philip M. Hannah High School
Meraux, La05-2000
Skills
- Goal Setting
- Educational Plans Counseling
- Relationship Facilitation
- Referrals Management
- Course Guidance
- Needs Facilitation
- Strong Work Ethic
- Core Competency
- Organization
- Time Management
- Remote Experience
- Team Environment
- De-escalation
- Open/Close Accounts
- Process Loans
- Needs Based Conversations
- Empathy
- Reports Management
- Progress Monitoring
- Improvement Planning
- Personal Counseling
- Growth Enhancement
- Referrals Building
- Attention to Detail
- Meets Deadlines
- Customer Service
- Computer & Software
- Self Motivated
- Ability to Work Under Pressure
- Protect PII
- Sales Skills
- Flexible
- Manage High Priority Files
- Knowledge of Home Equity Products
- Excellent Interpersonal Skills
- Payment Processing
- Skilled in intake interviewing
- Attention to Detail
- Building rapport
- Prioritize Organizational Skills
- Client advocacy
- Office administration
- Calendar Management
- Proficient in MS Office
Timeline
NACA Counselor
Neighborhood Assistance Corporation of America
07.2024 - Current
Fulfillment Solutions Specialist
Regions Bank
08.2022 - 07.2024
Independent Consultant
Shipt
02.2021 - 03.2026
Independent Contractor
Allied Properties and Investments
08.2015 - 12.2022
Inbound Sales Representative
Cox Communications
07.2012 - 08.2015
Customer Service Representative
AT&T Mobility
12.2010 - 07.2012
Customer Assistant
AT&T Internet Services
02.2009 - 10.2009
Project Manager - Temporary Employment
Next Generation Homes, LLC
05.2007 - 10.2007
CSR | Database Admin | Knowledgebase Team Leader
311 Information Hotline
10.2005 - 05.2007
Administrative Assistant
City of New Orleans' Mayor's Office of Public Advocacy
06.2002 - 10.2005
Certificate - Real Estate Sales Person
Delgado Community College
College Prep - undefined
Archbishop Philip M. Hannah High School
Certificate of Technical Studies - Real Estate
Delgado Community College