Information Technology Customer Service

Carlton Lee

Garland, TX ***** 469-***-**** ********@*****.*** www.linkedin.com/in/carlton-lee-320355199 Highly motivated, dedicated, and analytical professional with extensive experience in data analysis, information technology, business intelligence analysis, and process enhancement. Equipped with outstanding interpersonal communication skills to liaise and collaborate with clients, business leaders, stakeholders, and investors. A dynamic leader and collaborative team member with the ability to manage multiple complex projects through effective leadership, teamwork, and process enhancement. With a proven track record of solid work ethic, accountability, professionalism, and integrity to drive organizational growth and development. Core Expertise

Organization Management Strategic Direction Customer Service Technical Writing Data Analysis Information Technology Data Management Documentation Training & Development SQL Servers Data Statistics Programming Loan Application Processing Mortgage Compliance Regulations Mortgage Fraud Prevention Red Flag Documentation Strategy Development Effective Problem-Solving Critical Decision-Making Sound Judgment Process Enhancement Time Management Leadership & Collaboration Cultural Sensitivity & Awareness

Computer & Technical Skills: SQL, Tableau, R Programming, Workday, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Professional Experience

Sleep Number

August 2023-2024

Innovation Specialist Professional

● Assist customer's with registration of phone app.

● Educate customer how to navigate app.

● Troubleshoot online connectivity and issues with recorded data.

● Assist with app data, by educating the customer on how to read and how the data is accumulated. Fairway Independent Mortgage Corporation January 2016 – August 2022 Senior Retail Point of Sale Specialist

Provided daily end-user support to effectively maximize the platform while managing service desk requests via the service desk portal from corporate/affiliated users, troubleshooting issues, clearing tickets, and collaborating with Ellie Mae technical support as needed.

Enhanced borrower interaction by integrating the disclosure process through LOS and the website’s account setup/workflow. Encompass Support Admin September 2018 – February 2022

Demonstrated proficiency in explaining the LOS features and answering questions about configuration, upgrades, and customizations.

Utilized the basic diagnostics procedures to identify problems, determine causes, and provide solutions to address problems.

Proficiently conducted systems analysis to identify the impact of proposed enhancements and resolutions while streamlining Encompass Change Management process and providing the required documents to implement the enhancements.

Oversaw loan setup settings for business management while completing the load document library, building custom disclosure documents, and managing eFolder settings to maintain and preserve the paperless environment with requisite document retention.

Liaised with secondary marketing in managing the loan program directory to ensure accurate guidelines, program codes, and Template settings.

Collateral Specialist January 2016 – September 2018

Oversaw various processes and procedures, including reversing mortgage loans, reviewing collaterals, and identifying exceptions.

Accomplished internal requests for collateral review and document preparation while encoding required data in Encompass system.

Spearheaded the curing of collateral exceptions while receiving closing packages and prep for the scanning team.

Requested additional documents and notes from the warehouse banks of sold loans to ensure complete and accurate documentation.

Document Control Representative Agility 360, LLC/ Nationstar Mortgage November 2015 – January 2016/June 2015 – October 2015

Administrated all aspects of daily operations, including analyzing files for missing documents and processing the registration, tracking, and shipment of files and documents while managing multiple tasks and priorities under minimal supervision. Lien Release and Records Coordinator/Foreclosure & Default Loan Support Specialist Capital One January 2013 — April 2014

Exhibited extensive knowledge of laws and practices, including FHA, VA, IPP, Fair Debt Collection Practices and Fair Credit Reporting Act.

Liaised between vendors and mortgage staff while coordinating with vault and imaging vendors to maintain robust working relationships.

Managed QA imaging repository and imaging vendor reports while updating trackers and monitoring status to ensure application completion.

Assessed and evaluated data using appropriate tools while monitoring loan documentation requests from various departments.

Facilitated the distribution of foreclosure documents while reviewing loan documentation and organizing detailed loan information packages.

Oversaw requests for original loan documents from internal departments while creating IRP documentation for Vault and imaging vendors.

Provided outstanding customer service by immediately resolving customer concerns while developing breach letters and routes per guidelines.

Early Work Experience

Process Support Associate Wingspan Portfolio Advisors January 2012 – January 2013 Customer Account Manager Time Warner Cable January 2007 – January 2011 Education & Professional Development

Course, Tyler Junior College May 2001

Highschool Diploma, Lakeview Centennial High School 1998 Certification & Training

Microsoft SQL Server Bi/EDW Developer Certification, Colaberry School of Data Analytics Google Data Analytics & R Programming, Coursera

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