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Manager Customer Service

Los Angeles, CA
September 07, 2018

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Ted Boadi

**** ******** ***

Los Angeles CA



To obtain a position with your company where my education and experience will be a significant factor in meeting company goals.


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


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


DeVry University N. Brunswick, New Jersey

Associates of Science, Business Administration –Applied Science

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