Summary
Overview
Work History
Education
Skills
Education And License
Knowledge And Skills
References
Timeline
Generic

LaDonna S. Drake

Atlanta

Summary

Detail-oriented professional with over 10 years of experience in complaint and compliance management, specializing in regulatory investigations and legal support within remote environment. Proven expertise in documenting issues and conducting root-cause analysis to ensure adherence to legal and regulatory standards. Committed to enhancing customer experience and driving operational excellence.

Overview

11
11
years of professional experience

Work History

Mortgage Loan Officer

Direct Mortgage Investors
07.2025 - Current
  • Evaluate and assess client financial situations and creditworthiness to determine loan eligibility.
  • Explain mortgage terms, loan options, and financial implications to clients in a clear and concise manner.
  • Assist clients in completing loan applications, ensuring accuracy and completeness of all required documentation.
  • Analyze financial statements, tax returns, and other relevant documents to verify client information.
  • Collaborate with underwriters, processors, and other real estate professionals to facilitate timely processing and approval of loan applications.
  • Maintain comprehensive and accurate loan files and client records, ensuring compliance with all regulatory and confidentiality standards.
  • Develop and nurture strong relationships with clients, real estate agents, builders, and other referral sources to generate new business.
  • Provide exceptional customer service throughout the entire loan process, addressing inquiries and resolving issues promptly.
  • Stay up-to-date with current mortgage products, loan regulations, and industry trends through continuous learning and professional development.
  • Manage a pipeline of loan applications, prioritizing tasks and meeting deadlines to ensure smooth and efficient loan closings.

Managing Broker

Real Broker, LLC
01.2017 - 07.2025
  • Oversaw brokerage operations for licensed agents through strategic direction, training, and support.
  • Engaged with consumers to understand needs, empathized with concerns, and communicated effectively to cultivate strong, lasting relationships.
  • Executed training in contracts, regulatory compliance, risk management, and state-specific policy addendums
  • Develop and sustain regional management framework that enhances scalability.
  • Manage creation and ongoing enhancement of company-wide and state-specific brokerage operations manuals.
  • Leverage remote digital technology to enhance communication and collaboration.
  • Examined contracts for compliance to ensure alignment with company policy, state and national law while mitigating risk
  • Conducted thorough investigations into regulatory complaints and consumer arbitrations, minimizing unresolved cases through improved escalation protocols.
  • Managed advanced escalations autonomously, attaining 95% resolution rate within SLA while ensuring comprehensive documentation for legal review.
  • Assessed customer issues employing advanced data querying techniques, conducted internal and external interviews yielding actionable insights that improved workflow processes.
  • Partnered with internal legal and compliance teams to execute policy changes, leading to decreased recurring disputes.
  • Generated visual reports and dashboards with data analysis tools, assisting leadership in making informed decisions on policy modifications.

Social Services Supervisor: Investigations

Georgia Department of Family & Children Services
07.2018 - 05.2020
  • Supervised and trained team of case managers on compliance and investigation techniques.
    Reviewed and assigned incoming cases to optimize workload distribution.
    Enhanced documentation skills among case managers through targeted training sessions.
  • Consulted with stakeholders to review legal aspects associated with safety and risk.
  • Collected, examined, and recorded intricate issues, for precision in legal and regulatory documentation.
  • Executed root-cause analysis on recurring complaints through data collection and interviews.
  • Generated visual reports and dashboards with data analysis tools, assisting leadership in making informed decisions on policy modifications.
  • Facilitated weekly calibration meetings to standardize escalation handling, improving team performance metrics.
  • Conducted audit reviews for compliance and delivered actionable feedback to case managers.

Social Service Case Manager: Investigations

Abacus
11.2014 - 07.2018
  • Executed home visits and interviewed relevant parties while compiling documentation to support litigation cases by investigating complex allegations of child abuse and neglect through evidence gathering and analysis, facilitating successful resolutions of assigned caseload.
  • Oversaw and structured legal documentation to ensure compliance with internal and external regulatory standards.
  • Articulated findings in court by showcasing comprehensive investigation timeline
  • Leveraged expert-level data analysis and advanced querying techniques to identify trends, resulting in reducing repeat family complaints.
  • Partnered with external outsourcing firms to enhance workflow efficiency by minimizing response times

Education

Bachelor of Arts - Psychology, Sociology, Justice Studies

North Carolina Wesleyan College
05.2011

Skills

  • Complaint investigations
  • Client relationship management
  • Google Workspace
  • Regulatory compliance
  • Documentation management
  • Effective communication
  • Problem solving
  • Escalation resolution
  • Conflict resolution
  • Team collaboration
  • Zendesk support
  • Slack communication
  • Microsoft Office proficiency
  • Customer service excellence

Education And License

  • North Carolina Wesleyan College, Bachelor of Arts: Psychology, Sociology, Justice Studies, 05/11/11
  • North Carolina Real Estate Commission, Broker-in-Charge #262024, 03/08/08
  • Georgia Real Estate Commission, Associate Broker #386680, 08/18/18
  • South Carolina Real Estate Commission, Broker #128854, 04/22/22
  • Real Estate Business Institute (REBI), NAR, Certified Real Estate Negotiation Expert (RENE), 11/19/19, Certified Real Estate Brokerage Manager (CRB), 08/20/20
  • North Carolina Realtors Association, Mediation & Ombudsman Training Certificate: Mediation & Conflict Resolution, 11/23/23
  • Capstone Institute of Mortgage Finance, Mortgage Loan Originator Course, 01/25/25, Licensed Mortgage Loan Officer: NMLS 2266254

Knowledge And Skills

  • Complaint Investigations & Motivational Interviewing
  • Case Management: Escalation Resolution
  • Training, Development & Research
  • Mediation & Conflict Resolution
  • Compliance & Litigation Support
  • Trend Analysis
  • Zendesk/Slack/Microsoft Office

References

References available upon request.

Timeline

Mortgage Loan Officer

Direct Mortgage Investors
07.2025 - Current

Social Services Supervisor: Investigations

Georgia Department of Family & Children Services
07.2018 - 05.2020

Managing Broker

Real Broker, LLC
01.2017 - 07.2025

Social Service Case Manager: Investigations

Abacus
11.2014 - 07.2018

Bachelor of Arts - Psychology, Sociology, Justice Studies

North Carolina Wesleyan College

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LaDonna S. Drake