Customer Support Analyst
Resume:
Tia L. Holmes
Duncanville, TX 75137
**************@*****.***
Objective: An entry level position with a growing company where I can utilize my experience and skills in customer service as well as customer support analysts.
Experience: Brillio/Microsoft Irving, TX
Customer Support Analyst 03/2014 to Current
Open and analyze through technical engineer's service order tickets to make sure engineers, TAMs (Technical Account Manager), and customers are communicating in a timely manner to resolve customer issues as quickly as possible.
After evaluation of each service order ticket, the appropriate health state must be selected and stamped in Unicorn (an internal system used) to show where the case stands.
If a service order ticket is in a non-healthy health state, emails and/or instant messages are sent to engineers and/or TAMs (Technical Account Manager) to inform them to make contact with the customer to get the case back healthy as well as moving toward closure.
After evaluation of all service order tickets for that day, each contract of the service orders must be billed correctly and logged into Unicorn.
We must pay very close attention to detail and information in the service orders, in order to be sure to send out accurate information in the emails and/or instant messages as well as selecting the correct health state in unicorn.
Brillio/Bank of America Plano, TX
Concierge Representative 04/2013 to 11/2013
Interviewed loan applicants in order to obtain personal and financial data to assist in completing applications for purchasing and/or refinancing a home loan.
Verified and examined information as well as accuracy of loan application and documents.
Informed applicants of their loan status and any missing or outstanding documents needed.
Directed applicants to their Mortgage Loan Officers, Home Servicing Specialist, or Closer for further assistance with loan information other than loan status and missing documents.
Wingspan Frisco, TX
Default Servicing Complaint Resolution (DSCR) Advocate 03/2012 to 04/2013
Accurate timely review and research of mortgage loan documents in various states of delinquency.
Reviewed loss mitigation issues and responded to customers in letter format on behalf of the CEO and President of servicing companies.
Reviewed and researched borrower accounts utilizing various customer systems.
Resolved borrower complaints by determining the cause of the issues.
CMI Group Carrollton, TX
Collections/Customer Service Representative 09/2010 to 03/2012
Contact customers and attempted to persuade them to pay amount due, or arranged for payment at a later date.
Had services interrupted for nonpayment.
Collected and processed payments on delinquent accounts.
Education: Everest College Dallas, TX
Medical Insurance Billing and Coding (Diploma) 08/2009 - 05/2010
Medical Terminology/Body Systems; Electronic Claims; Identify Insurance Plans; Patient Scheduling (Medicare, PPO, HMO); Filing CMS 1500 (paper) Claims; HIPPA; EOB's/Posting/Follow up; MS Word/Excel; CPT; E/M; ICD 9 Coding; Medical Law Ethics; Typing: 40wpm; Proficient in 10 key/Alphanumeric data-entry; Knowledgeable in MS Office 2007: Word, Excel, Power Point, etc.
Booker T. Washington High School Tulsa, OK
Diploma 2004
Skills: Answer 60+ calls per day, Close 200+ cases per week, type 41to 48wpm, alpha numeric 10165ksph, 10key 11000ksph, able to meet and exceed any and all companies quarters and/or criteria required for job.
Knowledge: Outlook 2013, Unicorn, MS Solve, Excel, Share Point, Microsoft Word, Internet Explorer, Pilot Activities, Peer Reviewing, Google, AS 400, Home Saver, Home Base, LAMP, LHIS, Right Now Source, Avaya, Status Mart, I O, and Standard Call Flow Script. As well as Making Homes Affordable (MHA), Home Affordable Modification Programs (HAMP), Federal Housing Administration (FHA), and Veterans Affairs (VA).
References: Available upon request
Contact this candidate