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· Supporting Technicians in the field
with escalation related calls, updating several web-based systems (Quick
Base, Share Point, Share Drive),VPN. Responded to tickets opened by routine
alarms and network issues.
· Accessed specific customer process
information to identify appropriate problem-resolution procedures and
contacts. Made initial outbound contact with customer to notify them of
routine alarms and network issues. Remotely accessed customer
networks following customer-specific procedures to confirm connection and
power, worked with customer to perform troubleshooting of outages to
determine if issue is telecom, power, cabling or equipment-related,
customer in identifying and resolving cabling or power issues, Instructed
customer on how to clear alarms and/or reset equipment.
· Opened tickets with the designated
phone company for telecommunications-related issues. Reported
customer contact information errors to lead technician for customer.
· Updated ticket status in Network Operating
Center systems. Manually opens tickets as necessary. Identified and
communicated Automatic Ticket Generation system malfunctions to lead
technicians. Followed established internal escalation procedures to assign
non-routine or equipment-related tickets to higher-level Customer Support
Technicians.
· Coordinated after-hours testing for
customers. Arranged and communicated testing times to customer.
JR
Underwriter April 2006 – Feb 2010
Balanced the
need for loan-volume growth with the equally important necessity of optimum
underwriting quality to minimize risk while maximizing profitability.
Ensured loan
submittals met internal and external eligibility requirements. Gained
extensive experience in underwriting FHA, VA and Fannie Mae loans.
Provided
meticulous attention to detail in underwriting mortgages. Evaluated the
financial strength of borrowers to determine risk and repayment capacity.
Leveraged
knowledge of loan products to help restructure turned-down loans for
subsequent approvals. Maintained compliance with lending, underwriting and
government requirements.
Demonstrated
excellent follow-through with borrowers, loan processors, loan originators
and management throughout all phases of the underwriting process.
Provide support to loan officer and underwriter teams by ensuring
the timely, judicious and accurate processing of mortgages.
Review and verify borrowers’ income, credit reports, employment histories,
property appraisals and title insurance information to prepare loan
applications for underwriting submittal.
Ensure compliance with company policies, underwriting guidelines and
lending-program requirements.
Successfully processed some of the most challenging loan
applications (e.g., first-time borrowers, self-employed applicants and
borrowers with problematic credit histories).
Dispatch Manager Feb. 2003-Mar.2006
●Dispatched, routed
adequate job to technicians
●Utilized
proprietary ticket system
· Decreased missed appointments by
contacting customers regarding technicians ETA
· Assigned jobs to technicians,
verified door tags with technicians,
· Rescheduled customer’s
appointment.
· Activated converter boxes/DVRs through
Time Warmers system.
· Supervised 10-15 field technicians
· Monitor Call Center Advisors to
insure QA for accurate information given to customers.
· Updated QA guidelines and
procedures.
· Trained and tested new phone
advisors
· Handled irate customer calls, billing
credit.
· Update Customers accounts.
· Advised customers of current
promotions.
· Document customer’s payments.
· Call Customer to follow-up on
appointment time for installations , disconnections and Customer’s
availability.
· Scheduled work orders for customers
(date, time for installment/ disconnections)
· Reschedule and canceled work
orders, and assisted customer with complaints.
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