Tracey McCoy

**** ******* ******

Philadelphia, PA 19138

adabog@r.postjobfree.com

215-***-****

EDUCATION

Associates Degree: Business Administration Harcum College, Bryn Mawr, PA PROFESSIONAL EXPERIENCE

STIVERS TEMPORARY PERSONNEL/CIGNA

CUSTOMER SERVICE/ADMINISTRATIVE ADMIN/TECHNICAL SUPPORT/FINANCIAL (March 2017-March 2018) Perform various temporary assignments with companies as needed by client. Based on extensive Customer Service, Administrative Assistant, Technical Support, Call Center and Financial background. Duties vary depending on the industry and or business type. .Perform various administrative duties as requested by the manager. Worked in a call center environment and assisted customers with any and all computer and or system related issues. Utilized various databases; such as Cyberark, Director, Active Directory and Service Manager. Assisted and/or trained customers via remote desktop connection. Trained customer’s on Host on Demand via the mainframe utilizing command prompt. Assisted and trained customer’s with mobile applications for their cellular devices. Troubleshoot any and all desktop disconnections, monitor repairs, hard and software issues as needed. Assisted remote customer with their C-Live connection to get services restored and or running as needed. Key Accomplishments: Worked remotely as needed for business needs. Trained new employees on various systems used. COMCAST BUSINESS CLASS

CAE 3 COMMERCIAL CUSTOMER SERVICE TIER 1 SUPPORT TECHNICIAN (March 2012 – August 2016) Provides prompt resolution to customers via telephone and/or email to assist with a variety of customer inquiries and issues; Strives for First Call Resolution while handling all issues with urgency, ownership and accountability; perform complex diagnostic troubleshooting to resolve voice, video

& data service issues; Responsible for fulfilling client requests to make changes to their Comcast Business Class Services including voice, video & data products; Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties; Identifies opportunities for process improvements & recommends solutions to leadership. Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution; recognizes and diffuse difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution; Ability to articulate relevant information regarding billing cycles, processes, and prorate effectively; Perform other duties and responsibilities as assigned. Utilize both ACSR (CSG) and Comtrac (DST) billing systems. Key Accomplishment: Certificate of Distinguished Brand Ambassadorship; Red Team member; Work at home employee AQUA AMERICA

BACKFLOW ADMINISTRATOR/EXECUTIVE ASSISTANT/THEFT OF SERVICE (December 2008 –March 2012) Answer customer’s inquiries regarding backflow installation and testing; Oversee the implementation and training of the database used to maintain these accounts. Lead administrator for the program; assist in the development, updating and maintenance of the database as well as handle all escalated calls regarding the backflow program in all states serviced where program is required. Compile and distribute monthly managerial reports providing the progress of the program. Provided administrative support to senior management as needed, scheduling meetings and doing webinars to assist with training of senior management and employees as needed. Oversee mailings for all states using via the database. Handle all Theft of Service calls and escalations; recover lost revenue and make arrangements for any additional revenue to be recovered. Coordinate the severing of service with various departments and division to ensure no further theft occurs. Review leases, state and company regulations to ensure customers are in compliance. Re-establish customer accounts to an active status. Key Accomplishment: Aqua America Chairman’s Award (4 consecutive years) CUSTOMER SERVICE/COLLECTIONS REPRESENTATIVE (June 2007-December 2008) Answer customer inquiries based on current productivity standards. Issue bills, corrections, and address miscellaneous correspondence based on customer's history of the account. Handle calls related to: procedures; rates and calculation of customer bills. Make financial adjustments to accounts, while applying rules regarding payment arrangements, based on customer’s eligibility. Schedule various service orders with information provided by the customer. Meet with customers as needed to obtain and process payments. Resolve any issues with customers account; handle escalated calls related to same. Conducted training classes as needed in absence of supervisor and or assistant supervisor. Perform all other tasks or special functions as directed by the Supervisor or Manager. GMAC COMMERCIAL MORTGAGE CORPORATION

CLIENT RELATIONS MANAGER (November 2003-October 2006) Commercial Mortgage Division

Over see a portfolio of customers as the primary contact. Address and respond to all questions and inquiries from clients regarding their accounts within 24 hours. Apply payments and facilitate the processing of any modifications as needed. Review leases in accordance with mortgage documents for reserve account disbursements. Handle all correspondence that pertains to the assigned portfolio and/or forwarding it to the appropriate operations unit(s) as necessary. Manage all escalated and/or complex issues and ensure quality customer service for all clients internal and external. Follow up with customers to ensure complete satisfaction. Train clients to navigate manage their loans via our website. MARKETING REPRESENTATIVE/CLIENT INTEGRATION SPECIALIST (July 2002-November 2003) Home Connects Lending Services

Contact all levels of management, Loan to promote the sale of all products and provide a local presence in the entire Northeast Region; including setting up new branches, outside affiliates and brokered out affiliates, as needed, to utilize our services. Create and maintain web accounts for all new clients via our website and train as needed. Handle any escalated calls for all regions as needed; investigating and resolving issues satisfactorily to both the internal and external customers within 24 hours. Acted as a liaison between client and all departments to resolve issues that may arise. Create, maintain and distribute client workflows to all clients, meeting with each as necessary to ensure a successful partnership. Proactively review management reports daily, looking for service level anomalies to correct potential service issues while ensuring timelines are met. Perform special projects as required by the Marketing Director. FORECLOSURE SPECIALIST (July 2001 – July 2002)

Review of the foreclosure file to ensure all default time frames are met as well as review documentation to ensure compliance. Diligently follow up on all outstanding requests and telephone calls from customers; forward notification of litigation as needed. Review files and investigate contested matters and obtaining supporting documentation by completing all interrogatories. Negotiate any proposed settlements and review inspection reports; order preservation work and process funds as needed. Represent company for depositions or trial in person or via a conference call. Completes special projects and assignments as necessary

NATIONAL ADOPTION CENTER

TRAINING & EDUCATION PROGRAM CONSULTANT (January 2000 – July 2001) Provide adoptive parents, adoptees, birthparents and professionals with information on post adoption support groups as well as upcoming training(s) via telephone, email and postal mail. Develop and maintain a system to track all training and conference attendees, titles, speakers and materials. Prepare training materials for conference and various training. Register students for the online courses. Develop and implement ideas for various events by researching, locating and negotiate price for eligible training site locations. Compose correspondence letters and reports; schedule appointments, make travel arrangements. Assume additional responsibilities as directed by the Director of Training and Development GMAC MORTGAGE CORPORATION OF PA

ARM ANALYST (November 1997 – January 2000)

Commercial Mortgage Division

Provide all customers, internal and external, with clear and accurate information concerning creative finance loan servicing. Review new loan programs to determine the most effective and productive means by which to service the loan as well as develop and maintain a system to track the progress of auditing all loans serviced. Compile and distribute monthly managerial reports on progress of auditing using Excel and Word. Complete special projects, duties and research problems that may be found or assigned by supervisor and or manager. SENIOR INVESTOR REPORT ANALYST (August 1994 – November 1997) Prepare, reconcile and submit monthly accounting reports to various investors. Research differences and remit funds to same based on these findings, while ensuring that investor guidelines are met as well as maintaining complete custodial account analysis for all lenders. Create and maintain manual reports to submit to investors through the use of Excel as well as tracking the progress of loans serviced by the company. Handle any calls from investors, trustees, certificate holders and other departments pertaining to portfolio. MORTGAGE ADVISOR (May 1993 - August 1994)

Develop incoming as well as outbound calls into new first mortgage refinance customers; discuss pricing and products with customers. Process loan documents to facilitate refinancing program. Communicate marketing programs, rates and prices to customers. CONVERSION ANALYST (February 1991 - May 1993)

Prepare Modification Agreements and audit Creative Finance Loans, ensuring information is in agreement with the original loan documents. Prudently handle modifications to avoid any financial exposure to the corporation. Make decisions to ensure corporation protects its lien positions verify that modification agreements are properly executed and facilitate the repurchase of converted accounts from investors. Supervise the review of new commitments with investors and change procedures as needed to comply with guidelines. Provided all customers internal and external with information concerning creative finance loans. SUPERVISOR (January 1990 - February 1991)

Oversee the daily operation of the Creative Finance and Auditing units; ensure modification procedures are followed for converting loans. Review new loan programs to determine the most effective and productive means by which to service the loans. Prioritize projects and delegates to employees accordingly, follow-up to check progress, assist as needed. Provide mortgagors, investor’s and other departments with clear and accurate information concerning creative finance loan servicing. Conduct training and development of employees within the unit, monitoring production. Review new creative finance loan programs to determine the most effective and productive means by which to service the loans originated in the program. Develop and maintain a system to track the auditing all creative finance loans. Compile weekly managerial reports for special loan programs, special projects and research problems assigned by manager. REFERENCES AVAILABLE UPON REQUEST