Contested Litigation Analyst

CHANDA SMITH

**** ******** **** *******, ** ***** 919-***-**** ******@*****.***

Career Objective

To obtain a position with a reputable company where I can maximize my skills set and strong work ethic to enable the opportunities for career growth and advancements.

PROFESSIONAL EXPERIENCE

IBM/Seterus, Durham, NC

Contested Litigation Analyst, Jan 2014- present

. Approval and deny fees from Attorneys.

. Upload documents in the LPS system.

. Update codes in the Pulse/MSP database system.

. Create spreadsheets for Attorney codes and CX codes.

. Send email correspondences to Attorneys and reply to emails sent from Attorneys.

. Open processes and monitor them from origination to close.

. Process Document Executions, closing packages and invoices.

Manpower/Seterus, Durham, NC

Data Entry Clerk, Aug 2013-Jan 2014

. Used the Pulse system to update codes on loans.

. Checked for data accuracy on Fannie Mae Loans.

. Submitted IVOR request and edit request for discrepancy on loans.

Fidelity Investments, Durham, NC

Total Benefits Outsource Representative II, Sept 2009-Aug 2013

. Effectively managed a high-volume of inbound customer calls.

. Collected customer feedback and made process changes to exceed customer satisfaction.

. Addressed and resolved escalations and complaints empathetically and professionally.

. Provided accurate and appropriate information in response to customer inquiries.

. Addressed customer service inquiries in a timely and accurate fashion.

. Met or exceeded service and quality standards every review period.

. Built customer loyalty by placing follow-up calls for customers who reported product issues.

. Referred customer grievances to designated departments for further investigation.

. Formulate and enforces Service Center policies, procedures and quality assurance measure.

. Reviewed and evaluate calls, fulfilled client specific samples.

. Participated in the implementation of Quality Control projects and initiatives.

. Attended weekly calibrations to share call monitoring results/ trends, provided tools and resources to provide feedback to managers, and provided any customer related support.

Eaton Electrical, Raleigh, NC

Recruiter I, Feb 2007-Feb2009

. Daily scanned CVs to determine which candidates met qualifications to be

short listed.

. Assisted with creating job descriptions for the hiring manager.

. Daily use of Excel to create spreadsheet and categorized candidates updates.

. Experienced in internal and external recruiting polices and procedures.

. Followed all legal logistics, policies and procedures when communicating with candidates.

. Experienced with beginning stages of Kenexa Brassring, formally trained on TalentRecruit.

. Accomplished human resources and organization mission by completing related results.

NC Dept. of Revenue, Raleigh, NC

Team Lead, Sept 2005-Feb 2007

. Quality check employees calls for accuracy and professionalism.

. Conducted manager meeting with employees to discuss work- related concerns and

recommendations.

. Handled escalated calls from customers.

. Assisted with on-boarding new employees, outlining policies, procedures and orientation

guidelines.

. Worked closely with facilitators to trained new employees for the day to day job task.

. Processed tax payments and collections.

SKILLS, KNOWLEDGE, AND ACCOMPLISHMENTS

. Cross-trained new hires

. Exceeded corporate target for customer satisfaction for 6 or more months in a row.

. Consistently commended for resolving urgent client matters quickly and

courteously.

. Proficient in Excel and Microsoft word.

. Shadowed to learn the aspects of recruiting for Global candidates.

. Completed customer service program coursework, including Client Rapport.

. Nominated for the President's Circle award.

. Recipient of the Fidelity's Chairman Shares Award.

EDUCATION

North Carolina Central- 2004 –Bachelor of Arts in English

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