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Engineer Customer Service

Mansfield, Texas, United States
August 23, 2018

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Kiran Udeshi ; *** Glen Abbey Drive, Mansfield, TX 76063; 817-***-****

Summary: Dedicated customer success professional with a powerful ability to meet and exceed objectives. More than ten years of experience in consumer collections. Eight years of experience in semiconductor industry centered on testing and sustaining.


● Bombay University, Bombay, India - B.S., Physics and Math,

● Bombay University, Bombay, India -A.S., Electronics Technology

● Seminole College, FL - Computer Science,

● Advanced UNIX Operating System and C Programming

● Teradyne A575 System Hardware Maintenance,

● Fairchild Corp., San Jose, CA - Sentry 20/21 Tester Training Professional Experience:

Customer Service Associate, BB&T Bank, Arlington, TX 2016-Present

● Assist clients with account issues, overdraft fees, and balance inquiries.

● Educate clients on account activities and status of pending transactions.

● Top performer: adherence and answering incoming and outbound calls.

● Received “Best of Best” award 10 times for achieving and exceeding goals.

● Employee of the Month in August 2017.

Call Monitoring Specialist, Caliber Home Loans, Inc., Irving, TX 2015-2016

● Responsible for call monitoring of representatives engaged in customer interaction over the phone to ensure compliance with applicable federal and state laws, agencies and company policies.

● Perform scheduled call monitors, audits, and calibration for compliance with the Caliber Home Loans, Inc. policies, procedures, etc.

● Compile results from various activities and assist in creating reports to outline suggestion resolution, procedural change, performance and process improvement.

● Conducts research and prepare reports on identified quality issues or concerns.

● Review current and new procedure, policies and performance standards for validations and updates.

Lead Customer Assistance Specialist, Chase Bank, Irving, TX 2013-2014

● Educate and assist customers in avoiding foreclosure by providing workout options of Repayment Plans, Modification, Short Sale and Deed in lieu.

● Encourage customers to send applications and necessary documents for underwriter to review and make payments to bring account current.

● Work FHA, VA, Freddie Mac, Fannie and Chase owned mortgages.

● Assist piers on accounts, monitor FDCPA and call monitoring activities to follow compliance; provide support to AVP and conduct weekly huddle for updates. Debt Restructure - Collection Agent, Chase Bank, Irving, TX. 2012-2013

● Assist customers for payment-plans to bring account current and build trust to keep line of communication open as single point of contact.

● Top Performer Award in March, May and June of 2013 for achieving and exceeding goals on accounts 60 - 90 days past due.

● Perfect 10 score on Customer Satisfaction Survey in 2013 Small Business Banking Agent, Citi Bank, Irving, TX 2010-2012

● Assist customers to setup recurring monthly payments to avoid delinquency.

● Establish relationships and trust with customers in order to achieve customer satisfaction with Citi Bank.

● Work with other departments for deferments and payment plans. Auto Collection Agent, Citi Financial Auto, Bedford, TX 2007-2010

● Manage existing customer accounts and collect payments.

● Educate and assist clients in procedural actions during financial hardships by deferment and amendment of monthly payments.

● Work manager queues to resolve escalated issues and provide direct assistance to the workflow coordinator.

● Communicate dialer system issues to operation support, and assist in testing new programs with call center integrations and collections.

● Received Service Quality Award for top performer in 1 st quarter of 2009 within auto division; monthly Top Performer contributing to expected goal metrics in 2011. Q.A Software Test Engineer, Alibre Design, Inc., Richardson, TX 2005-2006

● Managed, documented and controlled all test cases, test scripts and test results using Mercury

● Test Director 7.2 including manual web testing and Black Box testing.

● Carried out extensive testing with the Quick Test Pro 8.2(QTP) testing tool in different cases that reflects various real time business situations.

● Created Standard, Bitmap, Database, and Text checkpoints in the Quick Test Pro VB Scripts for verifying the current behavior of the application with the expected behavior.

● Inserted synchronization points using Wait Property statement to solve any timing and window location problems occurring during test execution.

● Involved in data driven testing by parameterization and verification of data access, and data integrity.

● Analyzing and identifying test issues of Software Package upgrades and new product releases.

● Worked closely with the Development Team in resolving defects and improving existing QA practices.

● Experience in testing client-server applications and web-based applications. Transportation Security, US Dept. Of Homeland Security-TSA, Dallas, TX 2002-2005

● Performed Daily Maintenance of Ionscan 400A/B Explosive Trace Detection (ETD).

● Calibrated and ran Image Test for Explosive Trace System (EDS) 9000 Systems. Senior Test Engineer, National Semiconductor Corp ., Arlington, TX 1994-2001

● Provided engineering support in sustaining a smooth test production

● Managed product cost reduction through test yield improvement & test-time minimization.

● Implemented Smart-Sort for high volume product.

● Performed device failure analysis as required to resolve any device problem.

● Interfaced with hardware control groups at different sites & external vendors.

● Test generation, software debug and data analysis for LAN, and PC Product Devices at Wafer-Sort on the LTX Trillium Micromaster Tester.

● Working knowledge on Mixed Signal Testers; Treadyne 575 and LTX Synchro-Master Testers.

● Received Bronze-Award for 34% Test-Time Reduction for LAN Products @ Sort.

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