Quality Control Customer Service

RESUME OF LUIS FERRER

SUMMARY:

Twelve years Mortgage experience Excellent problem solving skills.

Eight years Funding Quality Control experience. Proven ability to prioritize and complete multiple

tasks.

Seven years Wire Administrator experience.

Experienced Business Data Analyst/Quality Control

Seven years Inventory Control experience

and Inventory Control professional with over 10

Five years purchasing experience.

years mortgage experience.

Seven years Supervisor experience

Easily establish rapport with managers and co-

workers.

Skills

• Bilingual (English/Spanish) Electronic Data Interchange, LATS, FILENET, FIDELITY, HP QUALITY CENTER

LOS, UAT, SIT, SQL, LOS Script, XML, B2B Web Portal, Microsoft Office 2007 or higher

PROFESSIONAL EXPERIENCE:

Dec 2013 – Feb 2014

Business Outsourcing and off shoring

Project Assistant (Consultant)

• Responsible for consulting with Clients to identify and define business requirements and translate business need

into complex analysis designs and recommendations, including creation, testing, and validation.

• Act as a liaison between business clients and information system teams, and served as interpreter for offshore

units (Spanish)

• Work with users to define concepts

• Detect, and communicate all exception errors to internal business partners

• Interprets results and recommends hot fixes on new releases to maximize operational efficiency

• Ensure adherence to data management regulations and policies

May 2008 – Sep. 2012

JPMorgan Chase (Acquired Washington Mutual)

EDI Analyst

• On-board new customers setups and maintenance, including creation, testing, and validation.

• Perform system configuration, mapping, and management for EDI-based transactions and processes.

• Coordinate meetings with business and with IT, including SIT sessions with the development team, business

users, and technology vendors

• Work with business partners and the application development team in gathering and documenting business

requirements

• Maintain code translation reference tables.

• Monitor files for delivery and receipt.

• Assist in troubleshooting of EDI transactions and workflows.

• Detect, and communicate all exception errors to internal business partners

• Delegate non-EDI issues to the appropriate resources.

• Assist in transition of EDI systems to next-generation environments.

• Develop and maintain EDI process documentation.

• Perform functional, integration cycle and regression testing on a release by release basis.

• Responsible for conducting and monitor the testing phases on UAT and SIT.

• Coordinate the execution of manual and automated test scripts, organize and conduct meetings as needed in

order to manage offshore manual testing.

• Participates in Disaster Recovery planning and testing.

• Develops and Manages activity assigned to the EDI team. Trains and coaches new users. Provides after hours,

24x7 on-call support as required.

• Proactively communicate and collaborate with internal customers to analyze information needs and functional

requirements and deliver the following artifacts as needed: (Functional requirements (Requirements Documents),

Use Cases, Business Scenario data workflow processes.

• Successfully engage in multiple initiatives simultaneously, write basic SQL Server queries and perform basic data

analysis of information returned and present results to the relevant business units

Jun 2000 – Nov 2007

Washington Mutual

Funding Quality Control Analyst (May 2004-Nov 2007)

• Measure reporting results through data investigation, analysis and evaluation.

• Perform Data Analysis and post-funding audit, in order to detect compliance deficiencies and recommend

appropriate corrective action in order to increase quality and accuracy of data system configuration.

• Identify trends patterns and opportunities for improvement based on data and results of reporting

• Maintain data integrity and outgoing quality control of delivered reports

• Collaborate with processing to determine loan status. Closely inspect loan package documentation for suspicious

or fraudulent documentation. Prepares transaction documents by completing forms and statements; collecting and

reviewing existing documents.

• Provide quality customer service in responding to customer regarding loan status and apprise a Loan Consultant

of any issues. Responsible for obtaining missing information while resolving exception processing issues.

Wire Desk Analyst Jun 2000- May 2004

• Plans, directs and coordinates team Activities and performance.

• Recommends, designs, and deploys best practices for new technologies and implementations as well as

knowledge transfer and mentoring to other team members. Send and receive wire transfers.

• Generate and reconcile reports from Wirestar and Fedplus, provide Raw Wire Log to Wamu Treasury.

• Send and receive wire transfers.

• Research and process wire adjustments

• Prepare and maintain Incoming Wire request Timeline Report, and Status Notification Report.

• Serve as a subject matter expert on the Wire Desk system or application and serve as a point of contact between

the business unit and information Technology.

May 1995 - Oct 1999

Mag technology, Irvine, CA

Assistant Manager

• Oversee Operations and personnel. Involved in daily contact with customers. Task involved Troubleshoot and

resolving problems pertaining to billing, warranties, service contract renewals, and other service related matters

while maintaining good customer relations.

• Perform inventory management related functions such as monitoring slow moving and dead stock, conduct

annual and semiannual physical counting, cycle counting and yearly inventories, and reporting and reconciling

any variances, etc.

• Managing document control, filing and records maintenance, sorting and monitoring reclaimed and recyclable

material, resolving open invoices/pricing.

• Perform shipping coordination activities such as shipping customer material (including hazardous materials),

answering customer calls, handling routine issues, operating a hand-jack, entering relevant shipping information

into the customer computer system, Utilize Citrix, Info Access, Intranet

• Responsible for handling hazardous material and preparing shipping documentation and packaging requirements.

• Develop and maintain product Management Information and Inventory Control for the sales, manufacturing and

purchasing departments, forecasting and planning allocation of product .

• Meet goals and objectives: safety, performance and quality.

Education

Tecnológica del Caribe Cartagena Colombia, 1982-1986

Electronic / Computer Science,

A Bachelor of Physics, and Mathematics completed 1986

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