Trainer, process soft skill and behavioral skills.

Marina Vincent Fidelis

Mobile: 968-***-****

*************@*******.***

OBJECTIVE

Looking forward for an opportunity to work in an organization where I could

learn, grow and gain experience, as I believe in learning and sharing

knowledge with others has been the most worthwhile when comprehended a

concept.

Experience Summary

More than 7 years of Customer Service experience as a Senior executive

(Trainer) for US & CANADA based customers, imparting knowledge and sharing

among the team members, taking sessions with the team pertaining to

unresolved issues, Handling Technical Escalations and sharing knowledge

about the product updates among the team members.

Skills

* Mortgage Tax and Insurance law As per US. States

* Word processing / Spreadsheets / Database Managements

* Fair Debt Collection Practices Act (FDCPA)

* Real Estate Settlement Procedures Act (RESPA)

* Federal Emergency Management Agency (FEMA)

* Projection of Tax for the year

* Loan recast and water Fall amortization Report

* HAMP and NON HAMP modifications

* Customer complaints and requests

Project Experiences

Homeward Residential India

Designation - Senior Executive (Team Sup for On Job Training Team )

Process - ESCROW (Property Tax & Insurance)

Old Name

AHMSI - Pune, Maharashtra

Designation - Senior Customer Executive

Process - CCC (0 - 59)

Description

Personalized attention is the cornerstone of our approach to mortgage

services.We spend time getting to know you and understand your situation.

Then we create individual solutions, walk you through your options and

guide you through every step of the process.Our extensive experience in

conventional, sub-prime, jumbo, and Pay Option ARMs give you an advantage,

and assures the most comprehensive customer service experience for you.

Many of our customers enjoy the ease and convenience of using web services.

That's why we have designed our website to not only provide you with 24

hour 7 days a week access to your account information, but have also added

several self-service features reflected below for use.

Responsibility as a Sr. Executive (Team Sup for On Job Training Team)

Remain as basic point of contact for customers with queries, requests

regarding property tax and insurance.

* Ensuring timely and professional responses to all complaints, requests

and queries received

* Research and compilation of answers for informational requests from

customers

* Maintain data for all loans for analysis.

* Preparing reports on the activities of the escrow

* Efficient dealing of complaints to completion and enabling satisfaction

of Customer

* Analyze and provide detail tax and insurance projection for coming year.

* Prepare year end statements of loan as per US states laws.

* Updated Tax insurance amounts when they change and do mid term analysis

as per customers request.

Sutherland Global Services - Chennai, INDIA

Designation - Senior Technical Support Executive

Process - DELL (NOTEBOOK) + ACER (NOTEBOOK)

Process - BELL CANADA (SMB)

Description

Sutherland Global services is world's leading provider of business process

outsourcing (BPO) services since 20 years and operates in multiple

delivery centers across United States, India, Philippines, and Canada. It

is an IT enabled and BPO Company specializing in customer management and

back-office services. Sutherland has a worldwide client base that includes

Fortune 1000 and Fortune 500 companies. Some of the clients are AT&T,

Xerox, Amazon, HP, Dell, Intuit, and Gateway. Sutherland's clients are

from various industry verticals including retail, insurance, mortgage,

banking, healthcare, telecommunications, technology, and travel and

hospitality.

Responsibility as Level 2 Support

* Providing Technical Information's about Operating System & Application

support for DELL Computer's to the newly joined members

* Training new members about different issues of System start up problems

* Repairing & Reinstallations of DELL provided applications

* Support for Virus & Spy-ware issues in Computer's

* Optimization of Computer's Performance

* Information and Support for basic hardware functionalities

* Information about physical setup process for internal / external

hardware components

* Support for all driver installations for different hardware and

components

* Network and Internet support for all DSL / CABLE / WIRELESS connections

and also their modem functionalities

WIPRO BPO - KOLKATA, INDIA

Designation - Senior Associate

Process - HEWLETT PACKARD (DESKTOP)

Description

Wipro Limited, together with its subsidiaries, provides information

technology (IT) services and products, including business process

outsourcing services (BPO) worldwide. The company operates in three

segments:

Global IT Services and Products, India and Asia Pac IT Services and

Products, and Consumer Care and Lighting. BPO services, which include

customer interaction services, finance and accounting services, and

process improvement services for repetitive processes. In addition, it

offers enterprise IT services, and technology infrastructure support

services. It markets and sells its IT services primarily in the United

States, France, Germany, Holland, Japan, Sweden, and the United Kingdom.

The India and Asia Pac IT Services and Products segment offers technology

products, such as personal desktop computers, servers, notebooks, storage

products, networking solutions, and packaged software; technology

integration, IT management, and infrastructure outsourcing services;

custom application development, application integration, package

implementation, and maintenance; and consulting services.

Responsibility as Tech. Support

* Providing Technical Information's about Operating System & Application

support for HP Computer's to the newly joined members

* Training new members about different issues of System start up problems

* Repairing & Reinstallations of HP provided applications

* Optimization of Computer's Performance

* Information and Support for basic hardware functionalities

* Information about physical setup process for internal / external

hardware components

* Support for all driver installations for different hardware and

components

* Network and Internet support for all DSL / CABLE / WIRELESS connections

and also their modem functionalities

IBM - KOLKATA, INDIA

Designation - Customer Care Associate

Process - Airtel (Telecom)

Description

IBM employed 105,000 workers in the U.S., a drop of 30,000 since 2003, and

75,000 people in IBM's employee management practices can be traced back to

its roots. In 1914, CEO Thomas J. Watson boosted company spirit by

creating employee sports teams, hosting family outings, and furnishing a

company band. In 1924, the Quarter Century Club, which recognizes

employees with 25 years of service, was organized and the first issue of

Business Machines, IBM's internal publication, was published. In 1925, the

first meeting of the Hundred Percent Club, composed of IBM salesmen who

meet their quotas, convened in Atlantic City, New Jersey. IBM was among

the first corporations to provide group life insurance (1934), survivor

benefits (1935) and paid vacations (1937). In 1932 IBM created an

Education Department to oversee training for employees, which oversaw the

completion of the IBM Schoolhouse at Endicott in 1933. In 1935, the

employee magazine Think was created. Also that year, IBM held its first

training class for women systems service professionals. In 1942, IBM

launched a program to train and employ disabled people in Topeka, Kansas.

The next year classes begin in New York City, and soon the company was

asked to join the President's Committee for Employment of the Handicapped.

In 1946, the company hired its first black salesman, 18 years before the

Civil Rights Act of 1964. In 1947, IBM announces a Total and Permanent

Disability Income Plan for employees. A vested rights pension is added to

the IBM retirement plan

Responsibility as a Customer Care Executive

* Remain as basic point of contact for customers with queries, complaints,

feedbacks, requests

* Ensuring timely and professional responses to all complaints, requests

and queries received

* Research and compilation of answers for informational requests from

customers

* Proper recording and scrutiny of the complaints received

* Maintain and develop external party relationships

* Preparing reports on the activities of the Customer Care Department of

the Team

* Efficient dealing of complaints to completion and enabling satisfaction

of Customer

ACHIEVEMENTS

* Promoted as mentor for new jonnies.

* Promoted as Sr. Analyst for escrow in Homeward.

* HP Certified Technician for Consumer Products

* WIPRO Risk Management & Compliance Certified

* DELL Certified Technician for Consumer Products

* Consistent Performance in Total Problem Resolution

* Promoted as a Senior Associate

* Selected by Sutherland Global Services as a Level 2 support for DELL

notebook

* Rewarded as the "BEST ROOKIE" for the month of Apr'2008 In Sutherland

Global Services.

Education

* Secondary School Examination :- Bihar School Examination Board, Patna

* Intermediate :- Bihar Intermediate Council, Patna

* Bachelor in Arts (Psychology Hons) B.R Ambedkar Bihar University

Muzaffarpur

Exposure Program & Workshop

* Career Guidance: - by AICUF Women's Commission, Patna in 2002

* Emotional Intelligence: - by AICUF in 2003

* Counseling & stress Arrangements: - by B.R. Ambedkar Bihar University in

2003

* Religious fundamentalism

* Inter-Religious Dialogue for a: - by ICYM in Bangalore in 2003 Culture

of Place

* Globalization and Development: - by ICYM in Jamshedpur in 2004

* HIV / AIDS: - by AICUF in Muzaffarpur in 2004

* SAIACS Rehabilitation center in Bangalore

Personal Profile

Name : Marina Vincent Fidelis

DOB : 01.03.1983

GENDER: Female

Marital Status : Married

Nationality: Indian

Address : B-204, Sanskruti Apt, Handewadi, Hadapsar, Pune - 411028

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