Customer Service Quality Control

OBJECTIVE

Seeking a challenging technical position that offers professional growth

and opportunity for advancement, where my knowledge & skills can be

utilized.

Employment History

First Advantage, Pasadena, CA Feb 2007 - July 2009

Data Analyst, Litigation Consulting Group

Responsible for onsite as well as off-site data collection. Restored

various backup media as required per project/investigation.

Culled email & efiles as requested by client. Converted PST, MDX, NSF, &

various other email formats when necessary. Imaged PCs as well as laptops.

Restored Exchanged databases.

Performed key word searches specified per project. Resolved any

hardware/software issues that arose in the process. Performed all other

duties as requested by the Director.

American National Mortgage Corporation, Woodland Nov 2006 - Feb 2007

Hills, CA

Loan Officer

Identified potential clients via company lead sheets.

Accept/originate loan applications.

Obtained pertinent credit documentation, and analyzed credit worthiness of

accounts.

Advised customers on suitable loan programs, provided price quotes, and

performed thorough pre-qualifications.

Provides all necessary disclosures and forms to borrowers.

Resolve any conditions/suspensions pertinent prior to funding.

Countrywide Financial Corporation, West Hills, CA May 2005 - Nov 2006

Platinum/AUS Customer Service Representative,

Customer Contact Center

Assisted Sellers/Brokers with loans submitted to Countrywide's AUS System,

CLOUT (CLUES, DU, & LP).

Handled Sellers queries pertaining Countrywide's Product Info. &

Underwriting Guidelines.

Resolved any technical issues regarding Countrywide's Correspondent Lending

website, Platinum.

Countrywide Financial Corporation, West February 2004 - May 2005

Hills, CA

Junior Suspense Coordinator, Secondary

Marketing Department

Verify the integrity of loans prior to purchase.

Work closely with the Underwriting department and others to ensure that

loans are conforming to government & investor guidelines.

Responsible for managing lender accounts.

Respond to customer concerns and compliance issues.

Danaher Corporation, Glendale, CA January 1999 - January 2004

Technical Support Analyst

Analyzed complex technical information to design and develop software user

guides and training documentation.

Handled heavy incoming call volume.

Supported proprietary software for the Petroleum industry.

Provided technical updates to the Technical Writer to ensure company

manuals and technical documentation remained current.

Identified problems, researched solutions, and implemented solutions via

the phone or through a remote internet connection to users.

Performed system upgrades.

Maintained clients SQL database.

Handled customer queries pertaining to system and hardware.

Assisted clients with hardware issues pertaining POS connectivity.

Trained customers on new software functions and procedures.

Pacific National Bank, Irvine, CA July 1996 - Nov 1998

Quality Control Clerk

Sent and prepared Verification Letters of employment, deposit, rental,

mortgage, & borrower certifications forms.

Ran three file merge credit reports from the major credit repositories

(TRW, EQUIFAX, and Trans Union), and the PASAR Valuation Report.

Prepared post-funding audit file for the Quality Control Department.

Verified Title Policy, Hud-1, and/or documents related to the Quality

Control.

Assisted Senior Auditor with the Monthly Summary Report and the V.P. with

month-end reports.

Education

Truman College Computer Engineering (currently enrolled)

Los Angeles Pierce College Real Estate Principles

American School of Mortgage Banking, Burbank, CA. Conventional Underwriting

American School of Mortgage Banking, Burbank, CA. Loan Origination/Loan

Processing Course

NACC (North American Computer Consultants), Glendale, CA. MCSE Program

Glendale College, Glendale, CA. General Courses (Business Management)

Devry University, Long Beach, CA. CIS (Computer Info Systems)

Anaheim High School, Anaheim, CA.

Regional Occupational Program (ROP), Anaheim, CA. Business Technology

Program

Computer Literacy

Special Knowledge of Mac/PC Hardware & peripherals, MS Office suite (Word,

Skills: Excel, Powerpoint, Access)

DOS, Windows 95, Windows 98, Windows NT, Windows XP, Windows 2000, Mac

OS X(Snow Leopard)

Microsoft & Oracle SQL Server, MS Outlook, Symantec PcAnywhere, Norton

Ghost, Computer Associates ArcServe, Procomm Plus, IBM Lotus Notes,

Veritas Backup Exec, Veritas Netbackup, Paraben Network Email

Examiner, Encase Forensics, Forensic Toolkit, Mount Image Pro, Ontrack

Easy Email Recovery, Quest Recovery Manager for Exchange

Systems: Goldmine Heat, Countrywide Gems System (Saphire, Ruby, Moonstone,

Diamond)

REFERENCES AVAILABLE UPON REQUEST

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