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Customer Service Sales

February 15, 2018

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Meeahd Abbaszadeh



B.S., Criminal Justice, 05/2011

Minor: Homeland Security and Emergency Preparedness

Virginia Commonwealth University, Richmond, VA


Freddie Mac, Mclean, VA 10/2017-current

Customer Integration

Proficiency in COPS, SAILPOINT, OIM, Salesforce reporting

Requirements-gathering pertaining to improvements to internal business processes

Servicing-access provisioning

Seller company provisioning

Kroll, Reston, VA 10/2016-8/2017

Business Analyst

Facilitated the deployment of Kroll’s Salesforce-based Portal to clients utilizing my knowledge in the Sales Force Development Cycle including planning, analysis, design, and implementation of 6 high-profile clients, and maintenance of those clients

Created numerous complex Salesforce instances based on clients’ requirements

Performed and completed UAT testing, requirements documentation, and provided technical support to new and existing users

Proficiency in custom workflows, users, roles, permissions, reports, and accounts

Served as SME in the sales-force based portal and assisted clients with any questions about the sales-force-based portal

Attended daily scrum meetings about the status of current and upcoming projects regarding the Salesforce portal

Developed and managed back office processes and tracking systems to ensure delivery of required support in the implementation and support of new client portals

Created client-specific excel reports/pivot tables accordingly

Created and maintained professional relationships with staff members and departmental heads to coordinate and produce data for pre-implementation validation

Capital One, Mclean, VA

Business Process Analyst 07/2015-09/2016

Audited multiple commercial bank operations documents and transactions electronically

Assessed relevancy of findings, potential exposures, materiality, improving or deteriorating trends, and helped colleagues understand current business processes

Requirements-gathering for ad-hoc CIS (Customer Improvement Services) group

Created high-level conceptual solutions to business problems

Facilitated organizational change while providing knowledge on technical, functional, and business topics

Analyzed ad-hoc projects and identified current business processes and suggested improvements

Assisted in the development of multiple quality and compliance tests to mitigate risk using Microsoft Excel

Performed control testing in the Commercial Banking department including commercial operations services, account openings, wires, transfers, product maintenance, overdraft limits and Treasury Management

Navy Federal Credit Union, Vienna, VA 09/2014 – 2/2015

Business Credit Analyst

Utilized Encompass360 and calculated Debt to Income ratios

Analyzed applicants' financial status, credit, and property evaluations to determine compliance with NFCU standards before issuing funds/credit

Analyzed credit bureau report and other factors to determine feasibility of granting credit card limit increases

Approved loans within specified limits, and referred loans outside those limits to management for approval

Fannie Mae, Herndon, VA 05/2013 – 8/2014

Operations Analyst

Salesforce CRM utilized daily to track bailee documents progression

Analyzed of documentation received from various 3rd party Investors and Servicers to determine the most efficient work flow to work the document and meet all applicable SLA’s

Conducted requirements-gathering, detailed and methodical analysis of repetitive operational data, processes and policies

Served as main point of contact to the custodial bank (BNY), and communicated with the point of contact to take corrective actions

Part of a team that implemented new daily operations process that increased production and cut daily cost

Identified issues associated with daily ops and provided feedback to management on courses of action

Trained team members to comply with Fannie Mae guidelines and ensured exceptional service in accordance with the corporate standards for excellence

Freddie Mac, Mclean, VA 09/2012 - 3/2013

Operations Specialist

Assisted in the daily operations utilizing Oracle in a large and diverse company

Utilized past customer service experience to take ownership of the single-family Inbox and provide prompt, accurate, and professional responses to inquiries and loan servicing status on behalf of the group

Analyzed documentation received from 3rd party Investors and Servicers to determine the optimal work flow to meet all applicable SLA’s while recommending ways to optimize time and resources

Verified documentation and follow-ups with government agency standards

SunTrust, Richmond, VA 09/2011 - 07/2012

Secondary Marketing Rate-lock Specialist

Utilized Encompass360 in assisting loan officers in locking, relocking, and choosing the correct mortgage rates according to company guidelines

Reviewed loan files for program qualifications and accurate supporting documentation and loan file preparation for submission to various lenders

Insured loan files met the required compliance and quality control standards

Trained newly hired loan officers on departmental procedures, processing system and Borrower qualification

CCO Mortgage, Glen Allen, VA 02/2009 - 11/2009

Loss Mitigation Specialist

Assisted homeowners that were delinquent on their mortgage or on the brink of foreclosure by recommending and beginning the application for the HAMP program

Demonstrated problem solving skills and active listening skills by making a recommendation based on income, debt, assets, etc.

Requested and verified missing documents

Tested and implemented automated programs that determined if the borrower initially qualified

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