Manager Customer Service
Resume:
Ted Boadi
Los Angeles CA
***.*****@*****.***
Objective:
To obtain a position with your company where my education and experience will be a significant factor in meeting company goals.
Experience:
Bank of America
Servicing Manager (Quality assurance and Risk Management) 2012- Mar 2017 Westlake, California
Onboarding and releasing access for current/former employees
Manage vacation and payroll for CA and TX employees
Scheduling and monitoring team workflow. Managing a team of 10-15-loan workout associates work in a high volume, deadline or production driven environment.
Compiling team and departmental performance related reports using Word and Excel.
Participating in management meetings/conference calls.
Conducting employment interviews.
Assist in project management with site leaders from other locations.
Assist in conducting onsite presentations for workflow and system implementations
Bank of America
Quality Assurance Analyst 2011-2012 Simi Valley, California
Examine foreclosure and bankruptcy documents for accuracy and monitor attorney firm performance and output
Connect with attorney network firm representatives as appropriate to obtain missing documents
Subject Matter Expert in Bankruptcy and Foreclosure Auditing
Assist management with attorney action plans while assuring efficiency
Manage bank audits for Government and Conventional Insurance claims
oEx: VA, USDA, FHA
Bank of America 2010-2011 West Hills, California
Mortgage Loan Servicing Specialist
Handling, servicing, and researching mortgage loans
Monitor funds during interim servicing of sold loans and remit funds owed to investors
Liaison to attorneys/investors involving records management
Assist in auditing daily compliance reports
Undertake projects and special tasks under attorney/paralegal direction
oEx: Forwarding Title and Deed of Trust/Mortgage to investors
Assisting borrowers with information on service transfers and RESPA
Time Warner Cable 2009-2010 Los Angeles, California
Technical Support and Customer Service Associate
Assist customers in product/service troubleshooting
Appointment scheduling
Billing and collection
Identify customer needs, clarify information, research, every issue and provide solutions
Verizon Wireless 2006-2009 Northridge, California
Sales Analyst and Operations Supervisor
Measure and communicate effectiveness of marketing programs and campaigns to continually improve resource allocation and efficiency
Utilize solution selling techniques to maximize opportunity amongst employees
Provide administrative support to Store Manager as well as District Manager in Sales and Operations
Responsible for scheduling resources, tracking costs and deliverables using People Soft, coordinating all required tasks and activities in the regional warehouse
Develop Merchandise Planning team, support systems and create the improvement/evolution of planning processes, product level analysis to support merchandising strategies; POS highlights reports and product sales trend Analysis
Foster effective teamwork and communication with International Inventory Management, Corporate Merchandising partners & Logistics
Develop and maintain positive, productive working relationship with Marketing, Community Relations, and Master Control stores
Personal Touch Information System 2006-2007 Santa Clarita, California
Business Analyst /Marketing Consultant
Identify, develop and drive long-term strategies and initiatives that will result in profitable growth for the company
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements delivering facts
Review and create detail documentation of business systems and user needs, including workflow, program functions and steps required to develop and modify computer programs
Investigate and report on all data products and services transactions to identify trends and continually reevaluate the need for changes
Work independently and under the direction of project managers to define concepts
Develop requirements and specifications according to standard templates using natural language
Collaborate with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs
Coordinate with the policies and requirements of other programs to achieve strategic goals
Verizon Wireless 2003-2006 Short Hills, New Jersey
Retail Operations Supervisor
Assist in training of employees and function as information resource to personnel; prepare and process personnel documents and records
Manage Payroll and Vacation for 10 employees
Maintain contract change control procedures and ensure Verizon wireless performs timely on all contract obligations, audits, reviews and deliverable acceptance
Manage and maintain proper inventory levels by using People Soft program and determining appropriate minimum / maximum levels
Work with auditor review findings in relation to revenue assurance opportunities including review of aged open work orders, free account abuse and credit
Spot check and proofread all low to mid level business accounts
Conduct vulnerability assessments and develop internal procedures to improve current processes
Relative Skills:
Windows, Word, Excel and Powerpoint
Proficient in use of SharePoint and People Soft
MS Office, Outlook/Outlook Express and Front Page
Excellent work ethic, problem solving skills and attitude
Education:
DeVry University N. Brunswick, New Jersey
Associates of Science, Business Administration –Applied Science
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