Call Center Data Entry

Jacob Silburn

Telephone: 347-***-**** Miami, Florida E-mail: ********@*****.***

Experience August 2021 – November 2022 American Financial Network Mortgage Loan Originator (Remote)

• Remotely worked with clients to find the best mortgage loan product for them. Estimate creditworthiness by compiling information from client interviews and financial documents.

• Connecting with clients and colleagues using Microsoft Teams, Zoom & Skype to assist with troubleshooting system issues by screen sharing and accessing their mouse remotely provide further assistance when necessary.

May 2013 – August 2017 Men’s Wearhouse, NYC

Assistant Manager

• Troubleshooting computer terminals and point of sale machines each day to ensure efficiency of our operations as I monitor store inventory and maintain proper staffing level

• Updating computer terminals daily to sync all price adjustments and print new price tags.

• Ensure that Team Members carry out their job responsibilities & follow through on all customer commitments.

July 2013 – January 2014 Carver Federal Savings Bank, Brooklyn, NYC Teller (Part Time)

• Process customer transactions with accuracy and balance cash drawer with minimal differences

• Assist in resolving computer issue such as network crash, clearing cookies, and rebooting systems for my teammates.

• Provide exceptional customer service in response to customer needs and/or requests and make sales referrals and service issues to our Personal Banker, Assistant Branch Manager or Branch Manager March 2007 – May 2011 GSB Co-operative Credit Union Limited, Jamaica Corporate Communications Officer

• Successfully implemented & supervises GSB’s Call Center.

• Writing manuals and continuously conducting on the job training for the Call Center Team.

• Conduct direct sales and financial planning presentations in various corporate entities.

• Assist in preparing of branch performance reports within five (5) working days in following month. June 2004 - 2005 VistaPrint Jamaica Limited

Work Force Management Specialist

• Troubleshooting Agents individual terminals to ensure all peripherals and software glitches are rectified.

• Executes contingency plans for outages and works with the management from all centers to ensure a speedy recovery.

• Analyzes call center trends including: call volume, call patterns, staff productivity / daily reporting of statistics, and resource allocation with the use of CISCO WebView Systems. May 2003 – August 2004 National Assets Recovery Services, Jamaica Senior Command Center Specialist– Sprint Project

• Training new Command Center Agents in AVAYA Call Management System (CMS) software, creating spreadsheets using Microsoft excel and production management.

• Reporting all opportunities affecting the Production floor while actively implementing solutions for the opportunities.

• Monitoring and supervising the flow of operation of approximately 200 Agents using the AVAYA CMS computer software.

Objective To be a part of a reputable organization, using my skills and qualification to enhance its growth and further development and also acquiring new skill for my personal development. Certification Google IT Support Professional Certificate Google Online (2023)

Data Entry Operations: Level 1

National Vocational Qualification of Jamaica (NVQ-J) (2006) Education CompTIA Security+

Currently Pursuing (2023-Present)

Production & Operations Management/Marketing

University of Technology, Jamaica (2005 – 2011)

The National Council on Technical & Vocational Education & Training

(NCTVET) (2006)

Reference Available upon request

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