Analyst Technical
Resume:
LATASHA WADE
**********************@*****.***
Objective: To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization.
EXPERIENCE
JANUARY 2018-MAY 2020
TECHNICAL CLEINT SERVICE REP I, Cox Automotive
•Diagnose hardware and software issues using technical procedures (troubleshooting, tracking, and documenting) to identify issues and provide resolution to internal and external customers.
•Take ownership of customer inquiries and requests, including identifying issues and related information, obtaining and evaluating relevant data, formulating resolution, and responding in a timely and accurate manner. Provide proactive application and technical support for RMS end users, which includes performing detailed investigations to identify root causes/fixes for complex issues.
Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required.
Utilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
Build rapport and elicit problem details from non-technical or technical customers.
Support other requests as required, including dealer interaction and internal reporting and analysis requests.
Maintain regular interactions with technology and program teams to manage fixes for production service issues.
Perform system testing as a final validation before release to customer
FEBRUARY 2011-JANUARY 2018
REINSTATEMENT SPECIALIST/SENIOR ANALYST, hyundai capital america
Answer heavy inbound calls from customers whose vehicles have been repossessed.
Review the repossession and advise the customer on the process for review to reinstatement.
Communicate with internal and external customers (i.e. repossession vendors, auctions, asset remarketing) regarding fees, storage, and transport of the vehicles. Fax reinstatement applications to customers requesting reinstatement along with applicable instructions on handling.
Review the applications upon receipt for completeness. Conduct the investigation necessary to approve or deny the request. Answer questions on personal property.
Document the servicing system with all activity, including fees, transportation, and payment from customers. For approved redemption, advise customers on the steps to recover their vehicles. Review completed reinstatement applications daily. Make recommendations on applications for approval or denial of reinstatement.
Provide clear direction on priorities within the work group in order to meet SLA’s and avoid audit violations. Take escalated calls as needed to ensure that accounts have not been wrongfully repossessed and avoid possible operational losses.
Complete weekly and monthly reporting on trends and production within Reinstatement, Specialty Repossession, and Field Chase work groups.
Confirm POI, Proof of Payment by Western Union, Money Gram and Western
EDUCATION
MAY 1993
DIPLOMA, Green B. trimble technical high school
GPA: 3.0
SKILLS
Team player
Proficient in all Microsoft products
Organized and detailed oriented.
People person
Training
Auditing
Fast learner
Excellent written and verbal skills
REFERENCES
Will gladly provide, upon request
Contact this candidate