Customer Service Quality Assurance
Resume:
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Fatima
SullivanCloser
Fatima A Wall
Elizabeth CO 80107
*******@*****.***
Objective
To obtain a rewarding and challenging mortgage loan closing position that will allow me the opportunity to succeed in a progressive working environment.
Skills
Loan Closer for 7.5 successful years.
Nine years call center/telecommunications/customer service experience.
Experienced with Microsoft Office, Excel, Power point, Outlook, Windows
Kronos, Aim, IEX, Enterprise Administrator, Total View, Fraud Busters, Ensemble, Payment Plus, Minotaur, Lightbridge, Lexis Nexus, Net Ace, ACSS, AR2000, CARMS, One View, Client View, Clear Tran.
Experience
2003- Present Loan Closer Elizabeth, CO
Commissioned by the State Of Colorado, specializing in facilitating residential and home purchase closings. Responsible for receiving confidential & secure loan documents. Screen for signer's competence and comprehension. Review pre and post closing loan packages for compliance and adherence to State/Federal guidelines. Professional organization focused specializing in providing Lenders, Escrow Officers, Title, and Signing Companies.
Photo Inspector/Notary: Perform on site photo Inspections validating the characteristic and legitimacy of a business operation who request access to processing background checks and credit on potential and current employees. Provided lenders and financial institutions with accurate reports and photo's of interior and exterior of vicinity office space. Confirmed no fraudulent business practices submitted for approval application.
2008-2009 Verizon Business Account Financial Analyst Highlands Ranch, CO
General collection activity on assigned portfolio with daily interaction on open corporate accounts. Identified and follow up on all past due corporate accounts until resolution.
Developed strong relationships and communicated extensively with customers, accounts payable, vice presidents, sales managers and associates in efforts to collect monies due.
General account maintenance, research, and analyzing customer disputes.. Participated in cross functional departmental projects as assigned.
2007- 2007 Verizon Wireless/PRC Team Manager Technical Customer Service Support Englewood, CO
Managed 19-25 team members. Provided immediate supervision. Supported, trouble shot cellular devices for hardware and software issues. Created an effective environment using motivational techniques. Maintained employee files. Responsible for weekly payroll, one on ones coaching and counseling, and facilitating weekly meetings. Ensured representatives technically trained to procedure. Ensure all daily/weekly reports were accurate and completed. Worked directly with training department to ensure team members are properly prepared for production floor. Monitored/Eevaluated 90 calls monthly, handle escalated issues. Monitored client calibration and quality assurance calls with Verizon Liaison and director of operations.
2001-2005 Nextel Communication Sr. Fraud Analyst Lead/Acting Supervisor Englewood, CO
Performed daily reports and reviews of exceptions and risk reports. Handled call escalation and mediation.. Provided coaching, leadership and direction to a team of 7-10 employees. Conducted internal and external research on assigned dealers to identify credit card, id fraud and forgery. Investigated new and existing corporate, government, employee and customer accounts to detect and prevent internal /external fraud. Developed reports by analyzing financial impact within company. Worked closely with field Investigators and management throughout region to ensure successful arrests providing detailed security reports. Analyzed credit reports, verify credit worthiness of potential customers. Skip trace locating id victims to educate & inform on id fraud prevention.
1999- 2001 Nextel Communications Customer Finance Collections Payment Specialist Lone Tree, CO
Reduced delinquent cellular service accounts. Reconciled payments, credits, and outstanding research tickets. Handled incoming / outgoing escalated calls. Hot lined calls in an effort to collect deficiency balance due. Sent termination letters to customers, businesses and vendors who were unable to pay. Proactively supported corporate goals through maintaining effective collections procedures. Identified payment process and implemented collections activity. Identified underlying issues, call escalations, file detailed dispute tickets to ensure resolution, avoid churn maintain customer satisfaction.
References Available Upon Request
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