Customer Service Office
Resume:
Morrisville, NC *****
*************@*****.***
Melissa Hart
* Customer Service * Executive Support * HR Assistant * Accounting Assistant *Loan Document Specialist
*Customer Service Trainer*Application Support Analyst Qualifications Summary
Senior level Administrative support, with over 12 years of Experience. Estimating and Office Management, with 6 years of experience and the ability to manage and execute detailed tasks and work in a fast-paced office environment.
Dependable and dedicated professional with excellent organizational skills and detailed oriented who takes initiative on responsibilities. I am also able to work independently with minimal direction. Create, update and maintain documents/files using MS Office software; which include calendaring, presentations, spreadsheets, mailing lists, correspondence, etc
Budget and Expense reporting
Project Coordinator for bidding purposes on large commercial properties Coordinate and arrange staff travel.
Planned and coordinated meetings for corporate functions which included conferences and client workshops, marketing events, financial meetings, receptions, dinners, and official training sessions. New hire orientation, background checks, company office staffing Proficient with Microsoft Office 2007 and 2010
3 years of installing windows applications, setting up workstations and printers. Troubleshoot office equipment issues and provide support to clients and staff as needed.
Testing and calibration of IV machines
Education
Associate of Science Degree - Major: Information Technology and Business Administration Keiser College - Ft Lauderdale, Florida
Training
● Current on Microsoft Office applications (2007-2010)
● Typing 60 WPM
● International and Domestic travel
● Kronos and CRM databases
● Basic Windows Software installations
● Installation of desktop hardware such as towers, laptops, printers and other external components
● LIS system based platforms for mortgage related work
● Lakewood mortgage platform program
● SoftPro Real Estate application
● Citrix
● Clientele and FootPrints ticketing software
● Office Communicator, Lync and Webex knowledge
● Active Directory
● VPN
Professional Experience
Help Desk Support Technician
July 2014_Current
LobbyGuard
● Pr ovide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
● Troubleshoot application and hardware issues
● Experience trouble shooting Windows 7, XP
● Day to day logging, tracking and resolving customer reported problems or concerns
● Providing outstanding customer service in a high call volume environment
● Acting as the customer advocate for problem resolution for advanced end user technical issues.
● Performed PC repair, maintain customer database, construct and upgrade repair center. Installed hardware for customers (Printers, Drivers License scanners and internal and external web cams). Provided phone s upport for customers.
Customer Support Analyst
May 2013-May 2014
SoftPro Corp-Raleigh, NC
• Scheduled and provided technical and application software support to new and existing clients via phone, email, and web-based WebEx/Go to Assist, Office Communicator and LYNC for the S oftPro suite of applications. Organized tasks and resources to support customers with software installations.
• Troubleshooting issues and answering questions regarding the application and features. Other tools utilized were Citrix receiver to gain access to application by location and CirixApp for server issues.
• Active Directory and User Provisioning
• Clientele and Footprint ticketing system.
• Assisting SoftPro customers with various tasks, HUD/file balancing, reconciliation, and other related pieces of the Real Estate closing process and application.
Quality Assurance Specialist I Pre Foreclosure (Contractor) Feb 2013-May 2013
Wells Fargo-Raleigh, NC
• Responsible for reviewing programs, processes, claims documentation and/or files to ensure compliance with internal company requirements and/or agency or government regulations. Functions include evaluating the processes to ensure business standards are met. Providing guidance to lenders and other staff regarding documentation and underwriting requirements or evaluating in process, closed, cancelled credit applications, insurance claims, accounts, files, and/or processes.
• Ensures corrective action on exceptions and problems identified, required data is input, and proper procedures were followed. Ensures identified risks and/or problems are clearly documented and interacts with appropriate parties for timely resolution.
• Performs ongoing reviews and generates reports summarizing results. Identify risks and problem areas and recommend standards or procedures to improve Servicing Analyst Technician (Contractor)
January 2013-February 2013
North Carolina Housing and Finance Association, Raleigh, NC
• Responsible for processing all monthly Hardest Hit Funds MPP disbursements including mortgage payments and agreed upon mortgage related expenses. Such as insurance, taxes and Homeowners Association dues.
• Process and review MPP report from the Trustee, servicers, etc to ensure balancing and proper mortgage payment amount is paid to the servicer according to the terms of the loan agreement. Mortgage Closer (Contractor)
November 2012-December 2012
Freedom Mortgage, Longwood, FL
• Schedules loan closing and compiles and types closing documents: Reviews approved mortgage loan to determine conditions that must be met prior to closing, such as purchase of private mortgage insurance
• Calls to borrower, broker, and Title Company to request specified documents, such as receipt for payment of outstanding tax bill.
• Verifies the accuracy and consistency of specifications on documents, such as title abstract and insurance forms.
• Calls to borrower, broker, and other specified individuals to arrange time and date for closing.
• Answers questions regarding closing requirements.
• Enters numbers and calculates loan interest and principal payment, and closing costs, using computer or factor table and calculator.
• Assembles all closing documents for delivery to title company, brokers, or lending officer for closing. Loan Doc Specialist 3 (Contractor)
May 2012-November 2012
Wells Fargo-Lake Mary, FL
• Loan Servicing Specialist III within the Wells Fargo Home Mortgage (WFHM) Servicing Complaints department.
• Reviewing and settling of modification documents on HAMP files within company and investor guidelines.
• Communicating errors, status, and information requests with underwriters, specialists, Mod Approvers, and external vendors.
• Settling modification documents includes a thorough review of the documents as well as running evaluation tools and understanding program guidelines.
• Auditing documents includes a detailed review of the information in the system and on the documents before they are settled and closed out.
• Assist the manager, work director with training, and handle escalated issues and special projects.
• Follow up on file rejects, settlement of loan modifications and direct contact with internal business lines and external vendors.
• Responsible for responding to written and phone inquiries from internal personnel and external vendors regarding loans.
• Answering questions pertaining to areas of loan servicing including payment research, loan modifications, and adjustable rate loans. In addition, recommending a solution for the borrower. Loan Closer
June 2011-December 2011
SunTrust-Orlando FL (Contractor)
• Prepared legal documents for the closing of HARP residential home loans.
• Examining loan documentation from Subordinations to welcome letters to ensure accuracy completeness and compliance with company policy and standards
• Double check Processors file for complete current closing conditions such as 4506's, tax documents, signed 1003 by all parties and checked appraisal and property issues requiring further justifications
• Verification of income, Homeowners Insurance, and Homeowner’s dues are up to date, clean title paperwork. Worked with Title companies in preparing them to close their loan and disbursement of funds
• Inputting of new file’s reviewing the credit reports of the mortgage buyer along with verifying the borrower's credit history in terms of debts and payments
Loan Closer
Sept 2010 to March 2011 (Contractor)
Wells Fargo Home Mortgage - Maitland, FL
• Prepared legal documents for the closing of HARP residential home loans.
• Examining loan documentation from Subordinations to welcome letters to ensure accuracy completeness and compliance with company policy and standards
• Double check Processors file for complete current closing conditions such as 4506's, tax documents, signed 1003 by all parties and checked appraisal and property issues requiring further justifications
• Verification of employment, Homeowners Insurance and Home owners dues are up to date, clean title paperwork
• Worked with Title companies in preparing them to close their loan
• Disbursement of funds
• Average of 25 loans a month
• Inputting of new file’s reviewing the credit reports of the mortgage buyer along with verifying the borrower's credit history in terms of debts and payments.
Executive Assistant
Aug 2009 to December 2012 (Part Time)
Complete Lawn Care – Deltona, FL
• Office Manager
• Accounts Payables and Receivables
• Scheduling of client visits
• General administrative duties such as updating maintenance agreements on equipment, ordering office supplies and general customer service
• Meetings, calendar, expense reports and travel arrangements for the Owner
• I-9 Verification and work verification, background checks, drug screening scheduling and new hire documentation Assistant Pricing Administrator
Office Manager
Jan 2006 to Sept 2009
Door Security Solutions of Florida - Altamonte Springs, FL
• Supervised a team of 16 field representatives
• Project price quoting of 1 million and above
• Supported the Vice President Sales and Regional Manager
• Verification of employment and office new hires for staffing needs, background checks
• Procurement Card submittals
• Weekly payroll submittals
• Event Coordinator seminars, trainings company outings ECT….
• Quoting and giving estimates to customers, distributors and dealers using custom quoting software
• Generated orders from customer’s purchase orders and quotes and provided customer service to resolve any issues that arose
• Communicating with customer regarding the purchase order submitted on shipping and expedition of their orders
• Processing orders, and all returns of goods.
• Worked closely with all subcontractors
• Responsible for all warranty replacement issues on defective product
• Worked closely and communicated effectively with inside Sales Consultants, Architectural Consultants and End User Representatives
• Assisting the field with computer hardware related issues within the Microsoft family
• Monthly reporting of sales and the day to day office with little to no supervision
• Microsoft helpdesk issues such as Outlook, Windows and login’s
• Desktop support, installing Microsoft Operating Systems, Setting up workstations and Printers Finance Officer
Nov 2004 to Dec 2006
Bill Heard Chevrolet - Sanford, FL
• Supported the Director of Sales
• My daily responsibilities were maintaining daily logs of units currently on the Contracts in Transit report with current lenders as well as processing administrative duties for the GM of used cars
• Strong contact with lenders and collecting all data needed to help with funding issues and funding loans
• Billing new and used car deals utilizing an ADP program
• Strong Customer Service
• Costing out deals, billing and title work
• Loading deals for Finance Managers and maintaining their contracts
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