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Technical Support Customer Care

Durham, North Carolina, United States
April 07, 2018

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***** ************ *** 919-***-****

Rougemont, NC 27572


A responsible individual with technical support, customer service, and call center skills, working with both the general public as well as on a corporate level. Eleven years experience in a call center environment. Fifteen years experience in the photo processing industry, previously in a retail atmosphere, and later providing troubleshooting analysis in a diagnostic support center. Experience with digital image scanning and printing equipment, as well as computer hardware and software troubleshooting. Most recent experience in the Mortgage Servicing industry, working with home owners, mortgage companies, insurance companies, law firms, and building contractors.


QBE (Purchased by Lereta, LLC on 2/1/14) November 2005 – Present

Claims Processor II, Lereta Tax and Flood Services (October 2014 – Present)

Performing research to determine the cause for property tax payments not being paid timely or being paid incorrectly.

Contacting tax jurisdictions to retrieve information necessary to determine fault.

Identifying the department or individual that caused the error and providing this information to management for review and approval.

Requesting the necessary funds to be issued to either our client (Mortgage Company) or to a tax jurisdiction to ensure that property taxes are paid.

Senior Cash Management Representative, Funds Control Department (April 2009 – October 2014)

Performing research for delinquent taxes due for multiple clients’ (mortgage companies) to ensure that properties aren’t lost in a Tax Sale.

Disbursing funds from clients’ customers escrow accounts to pay current and / or delinquent property taxes.

Determining fault for any penalties assessed and disbursing these penalties as required.

Contacting tax jurisdictions to ensure our payments are received and that taxes are current.

Performing research for refunds that exist due to overpayments, duplicate payments, property reassessments, payments applied to incorrect tax bills, or tax exemptions applied for by the home owner.

Processing required documentation to request refunds from property tax jurisdictions.

Receive refunds from tax jurisdictions, and process the checks so that funds can be deposited into the proper escrow accounts.

Researching returned payments to discover why they were rejected, and resolving any issues that could potentially cost our client or our company additional fees.

Loss Drafts Claims Specialist (May 2008 – April 2009)

Initiated claims for client’s customers (home owners) when damage has occurred to a property that our client held a financial interest in.

Communicated claims process to home owner and provided documentation tobe completed by the home owner and any company or individual that will be hired to complete repairs.

Completed follow up contact via phone or mail with home owners to verify status of repairs to the property.


EXPERIENCE (continued)

Scheduled inspections to monitor the progress of repairs.

Disbursed funds from escrow account to pay contractors for repairs

Customer Care Specialist, Level 2 (November 2005 – May 2008)

Provided assistance to multiple clients’ (mortgage companies) customers regarding Home Owners, Flood, and Windstorm insurance.

Processed requests from client’s customers for duplicate copies of force-placed insurance policies or notification letters.

Processed requests from Level 1 Customer Care representatives for codes used to pay premiums to insurance companies.

Processed requests from Level 1 Customer Care representatives for duplicate copies of cashed checks as proof of payment for insurance premiums as needed.

Assisted trainers with mentoring new hires during and after training.

Assisted supervisors and client specialists with call trend and error tracking reports as needed to meet guidelines set by specific clients.

SENTO, INC. August 2005 – November 2005

DirecTV Technical Support Representative

Provided technical support and troubleshooting measures for DirecTV extended warranty customers.

Provided step-by-step instructions for programming universal remote controls to customers.

Supported satellite television receivers, High Definition receivers, and TiVo program recording receivers.

Assisted Technical Trainer with transitioning new hires during the first weeks of taking calls from customers.

QUALEX, INC., a Kodak Company June 1999 – June 2005

Diagnostic Support Center Technician

Provided technical support and troubleshooting measures for various film and paper processing equipment.

Supported digital imaging machines for customer accounts such as Target, Walgreen’s, CVS, and Shopko.

Assisted the training department in setting up training classes and mentoring programs for new hire trainees.

WAL-MART STORES, INC. December 1990 – May 1999

Photo Center Manager (June 1994 – May 1999)

Supervised basic day-to-day Photo Center operations.

Created weekly lab employee schedules.


EXPERIENCE (continued)

Monitored weekly inventory and supply ordering, including maintaining a rotating inventory of photographic merchandise such as cameras and film.

Tracked weekly sales and expenses.

Performed scheduled maintenance on all photo processing equipment as well as any supplemental maintenance due to normal operation.

Photo Center Technician (December 1990 – June 1994)

Processed and printed customer orders.

Mixed chemicals and maintained machines.

Assisted customers with questions and concerns regarding their orders

CAMERA CENTERS, INC. November 1989 – August 1990

Photo Lab Technician (Part Time)

Responsible for processing film, packaging prints, mixing chemicals, maintaining machines and assisting customers.


Volunteer Technician

Responsible for minor maintenance, basic system troubleshooting, and assisting students with software and hardware questions.


Microsoft Word




Internet Explorer




Novell GroupWise


Adobe Photoshop

Super Service System - PDSC

Windows 95, 98, XP

Adobe Audition

Media Shout

Interactive Client


Image Viewer


Microcomputer Application Technology, Durham Technical Community College, 1990 – 1993

Kodak eCampus

Basics of Effective Communication

Applying Leadership Basics

New Horizons computer Learning Centers

Excel, Level I and Level II

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