Customer Service Project Management
Resume:
Tracy L. Douglass
Catonsville, Maryland 21228
*******@*******.***
SUMMARY OF QUALIFICATIONS
Highly skilled PMP certified Project Management professional experienced working in Federal, State and Local governments as well as local business communities. Possess diverse industry skill sets including financial management with a proven track of improving company’s bottom line. Strong critical thinking skills, advanced computer applications skills. Detail oriented, strong communication skills and crisis intervention skills. Outstanding customer service, verbal/written communication skills, time management and problem solving abilities.
TECHNICAL SKILLS
Certified Project Management Professional
CompTIA A+
CompTIA Network+
CompTIA Security +
Pro: Windows Server 2008
Microsoft Office
PROFESSIONAL EXPERIENCE
Corporate Disclosure Analyst (Remote) 11/2015-4/2017
George Mason Mortgage
Performed post-closing reviews of closing disclosures for full accuracy, typographical errors and
determined whether a tolerance cure was due and calculated correctly
Communicated findings of review with closer and corporate closing specialist and assisted closer with
facilitated the revised documents, as needed
Followed-up with closer concerning requested changes/modifications to documentation
Attended internal training sessions
Escalated compliance concerns as necessary
Supported the closing disclosure review process to ensure GMM’s compliance with applicable federal and state disclosure laws and regulations in our mortgage lending organization
Closing Coordinator Manager
George Mason Mortgage
Managed all closings for closing department. Coordinate file flow between processing and the closing department from initiation to closing. Review new files for required documentation, prepares funding checks/wires and tracks compliance packages
Coordinated files according to TRID regulations. Perform quality reviews
Sent all wires and checks to Accounting Dept. for all closings
•Reviewed the daily closing calendar with loan officers/processors to determine if scheduled loans are closing or if the closing date must be pushed out
•Responsible for complying with the various rules, regulations, policies and ethical standards governing the financial services industry including compliance with the Bank Secrecy Act
Met with closing team daily for file reviews
Mortgage Pre-closer 04/2015-11/2015
S3 Shared Services Solutions
Oversaw the closing process which included communicating and working closely with both external clients and internal Mortgage Loan Officers to ensure timely and accurate closings, ensuring a positive experience for our members
Reviewed all preliminary information on mortgage documents. Responsible for working very closely with attorneys and settlement agents and coordination of mortgage closings
Evaluated and reviews files thoroughly to ensure files are documented and properly authorized per bank policy and procedures, as well as, ensuring the file meets all regulatory standards
Prepared and reviewed all closing documents in accordance with corporate, state and federal regulations.
Functioned well in a fast-paced environment, and completed tasks accurate and in a timely manner, worked independently and determined if an issue required escalation for resolution. Ensured maximum customer service while adherering to strict compliance regulations
Account Manager 09/2014-04/2015
Bank of America
Managed accounts for personal clients. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Checked to ensure that appropriate changes were made to resolve customers' problems
Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Resolved customers' service or billing complaints by performing activities such as refunding money, or adjusting bills
Completed contract forms, prepare change of address records, or issue service discontinuance orders
Referred unresolved customer grievances to designated departments for further investigation
Determined charges for services requested, collect deposits or payments, or arrange for billing
Consultant 12/2005-9/2014
Advanced Systems Engineering Technology Services Group, LLC
Provided business analyses and consulting, oversaw the operation of organization and managed compliance with legal and regulatory requirements
Managed the organization's resources, assigned weekly and monthly schedules. Conducted meetings and managed resources. Responsible for employee development and training
Project Manager PMO
Established and Managed PMO
Executed program management processes in the areas of program scope, scheduling, quality management, communication, risk, human resources and change management
Customer Service
Responsible for acting as a liaison between customers and companies. Assisted with complaints, orders, errors, account questions, billing, cancelations, and other queries.
Technical Writer/Trainer:
Drafted and edited technical documents to include: System Specifications, Training Manuals and Guidelines to guide the end user. Managed the Security Processing Team and Technical Writers and Configuration management.
Developed training materials and procedures. Trained users in the proper use of hardware or software. Trained customers in Microsoft Office, Internet usage and introduction to computers.
Proposal Team/ SharePoint Administrator:
Created sites, libraries and document workplaces. Created meeting workplaces and managed site user permissions and secured restricted documents. Managed document repository and configuration management.
Conducted resume reviews to ensure candidate skill-set matched the requirements outlined in the SOW; wrote resume summaries and skill matrixes
Superior Technology Solutions Corporation (3-month) Surge Team 10/2011-01/2012
Windows 7 Deployment Technician (Aberdeen Proving Grounds)
Configured and imaged desktops and laptops. Perform installation, maintenance, and support of software and hardware
Installed and setup new workstations and printers. Installed firewire and hardware cards. Interacted to provide a high level of customer service to end-users via phone, or direct contact
Knowledgeable of Windows software environment and experienced deploying client machines and migrating data
Troubleshoot laptop and desktop issues related to Windows 7 migration. Assisted in monitoring peripherals and installations
Provided resolution of system integration issues. Resolved technical problems and answered queries by telephone in support of customer computer hardware and software. Backed up of customer data. Updated the computer registry
Installed CAC cards and loaded software. Setup DISA mail. Set up printers from the print server. Reconnected workstations to the network. Provided daily support to the user community. Met all assigned project task schedules and outcomes
Career Development Facilitator 04/2005-12/2005
Mayors’ Office of Employment Development
Compiled staff schedules managed resources and provided staff training
Conducted team meetings and made recommendations for staff development
Provided a variety of supportive employment services, which included job placement, career counseling, and training
EDUCATION
Master Certificate Project Management, Bryant University (GPA 4.0)
Master of Education, Vocational Rehabilitation Counseling, Coppin State University (GPA 4.0)
Bachelor of Science, Criminal Justice, Coppin State University (GPA 2.8)
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