Customer Service Representative

Bosky Verma

**** ********* ***, **********, ** **191

Phone: 571-***-**** Email: adzejb@r.postjobfree.com

PROFILE: Dedicated IT professional with more than 10 years of experience managing projects within information systems, telecommunications, production support and customer service. Technically savvy with strong communication skills. Proven ability to bridge technology and business goals to provide productive solutions. Effective in training personnel. Highly organized, able to efficiently handle multiple tasks and assignments with minimal supervision.

AREAS OF EXPERTISE:

Information Technology

Project Management

Individual and Group Training

Program Management

Quality Assurance

Vendor & Relationship Management

Customer Service and Support

Budgets and Monthly Accruals

Mortgage Lending and Operations

Process Improvement

Client Relationships

Collaborating within a multi-disciplinary team

Accounting Systems

Corporate Escalations

LANGUAGES

Visual Basic, C, C++, C #, and Java Script.

TECHNICAL SKILLS

Certifications: Cisco Certified Network Associate (CCNA + I) and Cisco Certified Design Associate (CCDA). Operating Systems: Windows NT 2000, 2003.

Software: MS Word, Project, Visio, Excel, PowerPoint, Adobe Photoshop, Dreamweaver, Flash, FrontPage, Telnet, and database applications.

Professional Experience

E*TRADE FINANCIAL, Arlington, Virginia, United States

Senior Credit Analyst, Credit Risk Operations, E*TRADE FINANCIAL September 2010- Present

Achieved a certification of completion for the SAS Programming1:Essentials

Responsible for program testing and debugging.

Extensively work on Business Requirements for building and enhancing SalesForce modules. Perform manual testing based on the Business Requirements in SIT (System Integration Testing), UAT (User Acceptance Testing), Staging and PROD (Production) environments. Write Test Cases, Test Scripts and support execution for Functional, Non-Functional, and Regression Testing.

Work within company teams to resolve relational database problems.

Write, review and update publication of client-facing guidelines, internal policies and procedures.

Supervise back-up support functions as workflow and department needs assisting testing, weekly and monthly reporting.

Work directly with developers and technical team to support proper functioning of SalesForce such as proper coding of data, default values, and resolution of errors/defects.

Work directly with internal (IAD and Compliance) and external auditors (OCC Examiners) to facilitate audits, provide documentation support and provide resolutions for issue

Produce easily understandable reports for the management and the team for the overall status on the outstanding invoices.

Compile monthly reporting for the portfolio through the use of Access, Excel databases (write macros), and SQL queries.

Develop the validation process of the monthly invoices on Escrow and Advance fees.

Develop and maintain monthly scopes on ARM, Escrow and Hazard.

Responsible for providing the accruals to the upper management and Financial Planning & analysis group.

Responsible for providing the monthly and weekly escalation report to the upper management.

Responsible for the comparison of the escrow and advances on the servicing transfer loans.

Technical Support Administrator, Credit Risk & Operations, E*TRADE Bank May 2007 – August 2010

Develop and organize reports from internal systems, including query building.

Design, program, and maintain several of the company’s business databases.

Responsible for the update, repair, modification and expansion of existing programs and applications.

Developed the tracking of MI to identify outstanding MI & increase the overall MI percentage received.

Design an Excel graph using reports data.

Develop the validation and the QC process of the FC and BK pipeline on monthly basis.

Complete research and analysis of investor guidelines, internal exposure, and company risk; monitor and propose updates in the Disaster Area list and policies.

Monitor FEMA disaster declarations and supervise the management of all relevant disaster area policy documentation.

Maintain and assign staff access levels to the system.

Develop project plans, manage and track project execution.

Design prototypes and assisted with usability testing and developing and executing test scenarios.

Analyze requirements, design, develop, troubleshot, debug, deploy and document software components

E*TRADE MORTGAGE, Arlington, Virginia September 2003 – April 2007

Loan Servicing Auditor

Performed testing on new products, assisted with SOX compliance, the internal/external audit process and assisted others within the organization troubleshooting errors in the SBO Accounting system.

Managed and reconciled investor mortgage portfolio using SBO2000.

Ensured that all investor guidelines and procedures were followed as stated in their respective Servicing guides; as well as procedures and company goals and ensuring all monthly activity is completed in a timely and accurate manner and that each accounting cycle cutoff is completed successfully.

Researched inquiries or problems related to data or remittances and documenting and clearing bank reconciliation adjustments, verifying all new loan data – loan numbers, principal balances, payment dates, service fees, etc and training individuals on running the queries, troubleshooting, and the upload process.

Trained a group of off-site contracting employees with the SBO system, and running queries.

FIRST VIRGINIA BANK, Fairfax, Virginia June 1998 – September 2003

Senior Customer Service Representative

Addressed verbal inquiries and informed customers of products that best served their needs.

Maintained weekly Lender Update reports and issued checks for overpayment on consolidations to students and loan guarantee agencies.

Promoted to Senior Customer Service Representative after 1year of service, and obtained three Customer Service Awards.

Designed and conducted training course for new recruits.

Education

Masters of Information Security and Assurance George Mason University, Fairfax, VA, United States In progress

Bachelors of Information Security, Information Security and Networking George Mason University, Fairfax, VA, United States 2003 - 2007

Associate Degree, Business Administration, Application Development 2001 Northern Virginia Community College

Professional Development

U.S. Department of Agriculture (USDA) Graduate School, Washington, D.C. Technical Writing (2014)

Alliance Francaise of Washington DC, Intensive Intermediate Level Courses (Summer 2011 – 2014)

Volunteer Activities

Operation Hope – Financial Literacy Volunteer for Middle and High School students (2012 - 2014)

Goodwill of Greater Washington – Career Services Volunteer (2013 – 2014)

Junior Achievement – Financial Planning Program - Assisted students during on-site simulations (2014)

Excellent References Available Upon Request

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