Customer Service High School

CHARITY CHINAMORA

**** ******* ***** *** #****

Dallas, TX 75287

Phone: 214-***-****

OBJECTIVE: Seeking a challenging position in a corporate environment,

allowing me to use my skills and increasing my knowledge.

SKILLS: MS Word, MS Excel, PowerPoint, Database, Lotus 1-2-3, Lotus Word

Pro, Lotus Notes, Windows 98-2000, XP, Vista, Internet, Adobe Illustrator,

Photoshop, Windows 7, VMWARE, RSA, VPN, Active directory, SMS Remote

Control, URC, Safeguard Easy, Domain Controller, Blackberry Admin, VMX,

Reflections and Mainframe support. 40wpm, over 3 years call center

experience, excellent customer service and phone skills. High-energy

performer with the ability to problem solve, multi-task, be detail oriented

and love to serve people.

EXPERIENCE:

Siwel Consulting- Lewisville TX

Siwel Hybrid Admin for Verizon/ Quality Control Analyst November 09-present

Within this position I was promoted to be part of the operations team,

representing Siwel to Verizon. I ensured agents' availability, hours and

catered to their business needs. In addition; I maintained quality for all

Siwel agents within the 3 Verizon helpdesk centers located in Lewisville,

Tulsa and Tampa. Most of my work was done from home; however I did make

time to sit one on one with agents regarding any coaches and feedback on

audits, calls and concerns from management. I also proof read the site

manager emails and communication to be sent to agents. I made sure

timesheets were submitted on time and agents were available to work at the

time scheduled while also looking for extra coverage to support the Verizon

helpdesk that operated 24/7. Lastly I also conducted interviews for the

Lewisville site.

Helpdesk Technical Analyst September 08- November 09

Maintained helpdesk services for Verizon Data Services, supporting Verizon

Wireless, Telecom, Business and EMEA employees and contractors.

Verizon Wireless responsibilities included assisting employees,

contractors, vendors and outsource call centers with password resets/

account lock outs, access requests to the domain and maintained each user's

profile. Account maintenance was not only limited to domain access, it

included multiple applications used by the organization to run everyday

business needs. I also took record of hardware issues, technical issues,

critical issues with applications and submitted requests to the end user

support; in addition I would follow up on the status and make sure

resolution was completed in a timely manner.

Verizon Telecom/Communications responsibilities included assisting

employees, contractors and wholesalers with domain access, password resets

to multiple applications including mainframe and blackberry devices setup

with corporate email. In addition I utilized URC remote control to assist

end users one on one and ensure a resolution. I also took record of

hardware issues and technical issues for the users, including support for

executives and critical issues.

Verizon Business responsibilities included domain support, assistance with

multiple applications including support for VPN, Clean access agent,

safeguard easy also utilized by the other business units.

EMEA responsibilities included support to Europe Middle East and Africa

Verizon sites, maintained user profiles, completed password resets and

recorded technical/hardware issues.

My responsibilities for all the business units above were very similar, I

was expected to multi task, take multiple calls a day and meet certain

quality expectations while remaining on one queue for all units.

Landsafe Appraisal

Customer Account Representative February 07-January 08

Received inbound calls from loan officers and account executives that

needed help

with appraisal products.

Worked in a fast paced environment making sure all requests were produced

in a timely manner.

Provided tools need to move ahead with solutions designed to increase

efficiency and productivity.

Took orders for different appraisal forms and worked over 400 different

existing appraisal orders daily to help loan officers, and consumers come a

with a value on their desired purchases.

Capital One Bank

Customer Service August 06-January 07

Served as a direct liaison to the customers. Handled customer calls

regarding existing accounts, helped them know about exciting new products

we're offering., Helped them restore their accounts to good standing.

Worked in a, business-casual work environment that's dynamic and high-

energy, handled high customer service call volume. Customers made requests

pertaining to their account via phone. The expectation was professional in

tone and language. In addition, l was responsible for ensuring compliance

to policies and procedures. My resolutions were expected to be clear and

met the customer's needs with one interaction

Landsafe Credit

Customer Service/Credit March 06-May 06

Received inbound calls from loan officers and account executives that

needed help

with credit reporting for the consumer.

Worked in a fast paced environment making sure all requests were produced

in a timely manner.

Provided tools need to move ahead with solutions designed to increase

efficiency and productivity.

Took orders for different credit supplements to help solve discrepancies on

consumer's actual credit report from the three bureaus.

(Capital One Auto Finance) Plano, Texas

Account Supervisor / Customer Service June 05- January 06

Engaged in heavy customer relations' activities on a daily basis to

maintain quality and customer satisfaction within Loan Originations.

Involved following up on receipt of documentation/services and

documentation requested from customer, reviewing incoming documentation and

confirming

Answered questions from both Prime and Sub-Prime customers regarding rates

offered, products offered and terms and conditions of approvals.

Received calls from internal representatives regarding questions asked by

customers that could not be answered on a standard level or that

representative were unsure about.

Handled escalated calls to insure communication of the correct information

about program offered and satisfy customer needs

Assured that loans were processed in accordance with Company policy and

procedure.

Staffmark (Regions Mortgage Services Union Planters) Alpharetta, GA

Clerical Worker February 05-April 05

Setup customer loan files alphabetically

Received customer loan packages from funding department to complete loan

activation

Confirmed all documents on checklist were included in package based on loan

type (FHA/VA and Conventional mortgage loans)

Performed in a fast-paced environment where accuracy and timeliness is of

the essence and interacted effectively with co-workers

EDUCATION:

Plano West Senior High School: High School Diploma

American Intercontinental University: BFA Visual Communications (to be

completed)

Collin County Community: Net+ Certification classes completed

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