Contract Specialist Customer Service

NORMA DE LEON

Cell Phone: 512-***-**** Email: adw39u@r.postjobfree.com

A well-organized, bilingual Account Management/Product/Customer Service Specialist with significant expertise in developing and facilitating staff development training, addressing customer service escalations, and vendor management. Extensive experience with new home sales, managing large real estate portfolios, and as a Sr. Construction Specialist for the Google Fiber Network Field Operations. Enjoys working as a change agent and making a positive difference to clients, projects, and stakeholders. Knowledge of multifamily housing properties, rental property, new home construction, mortgage and finance. Major strengths include focus, energy, and excelling in a detail-oriented deadline-driven work environment.

Technical Skills: MS Word, Excel, Outlook, CRM systems, Salesforce, 10-key by touch, proprietary RE software, 70 wpm.

Key skills/competencies:

●Bilingual in Spanish - ability to fluently read and write

●Real estate portfolio management

●Leading cohesive teams

●Project/Program management

●Sales and Marketing knowledge

●Product Support

●Ability to de-escalate resident issues

●Ability to examine data/information, draw accurate conclusions and solve problems

●Strong written communication skills

●Texas Real Estate License

●Onsite new home sales

RECENT WORK HISTORY

Beacon Hill (Contract - Remote) - Guidehouse/Nan McKay – Austin, TX July 2022 to March 2023

Account Manager – Housing Specialist

Maintain a safe and secure work location that ensures automation and data is secured at the highest standard

Continuously provide a quality and proficient work ethic to the organization without compromise

Assist SC Housing to meet or exceed Service Level Agreement (SLA) standards

Assist with mitigating financial hardships and displacements associated with the Coronavirus pandemic

Ensure that state and federal guidelines are adhered to regarding HAF processing

Review and process South Carolina HAF (Homeowner Assistance Fund) applications for reinstatement of delinquent accounts with their loan servicers.

Manage designated loan servicer accounts

Active communication with loan servicer HAF representatives for receipt of files

Responsible for processing files to each loan servicer to initiate and validate the applicants delinquent payments

Responsible for the safety and security of applicants PII by maintaining the highest standard of equipment to ensure safeguards are in place

Weekly team meetings with loan servicers to review pending files

Maintain aged files to move toward processing for applicant payment/reinstatement

Daily use of Salesforce

Snelling Services (Contract) - Texas Dept. of Emergency Management Services (TDEM) March 2022 to June 2022

Compliance Auditor

Perform complex compliance review in response to state, federal events and/or declared disasters

Perform compliance review activities designed to assist management in the attainment of organizational objectives

Review reimbursement request documentation (e.g. invoices, receipts, proof of payment, time sheets, activity reports, pay stubs, contracts, rental agreements, etc.) of event and/or disaster responses from applicable claimants

Document deficiencies and noncompliance issues in a clear and concise manner

Prepare, compile and organize compliance review documentation of disaster response reimbursement packets

Communicate and interact daily by email or phone with internal and external stakeholders during and after response activities to explain the reimbursement process and forms, the applicable requirements pertinent to event and/or disaster response, to address issues and/or request additional information

Knowledge of accounting, auditing methods, systems and generally accepted auditing standards, procedures

Staffmark - Texas Mutual Insurance (Contract) - Austin, TX Nov. 2021 to March 2022

Audit Coordinator

Schedule all appointments in inventory for assigned Auditors in a timely and coordinated manner

Accept all incoming calls and handle accordingly while displaying a professional, friendly and knowledgeable attitude

Make outgoing calls (approximately 80-100 calls weekly) to policyholders in order to coordinate schedules for Premium Audit/Worker’s Comp Payroll Audits

Advise all auditors of their completed schedules prior to the week of appointments

Communicate any time change and schedule adjustments with Auditors and Policyholders

Maintain professional attitude with coworkers, auditors, Texas Mutual employees and Policyholders at all times

Blackbox Network Services (Contract) - Austin, TX Dec. 2017 to Sept. 2019

Service Coordinator - Bank of America

Acts as primary point of contact for technicians, subcontractors, customers and/or major national account customers from initial request through completion of work

Escalate issues to Branch Support or Solution Center Managers for resolution

Communicates MAC and Break/Fix case status to customer and affected employees

Responsible for closing all Move/Add/Change (MAC) cases accurately within designated guidelines, deadlines

Works closely with other departments such as dispatch, desktop and incident team

KGI Wireless Inc. (Contract) - Austin, TX Sept. 2017 to Dec. 2017

Contract Specialist - Inbound Collocations

Review inbound collocation applications from wireless carriers

Responsible for processing tower lease acquisitions and amendments for installations, including collocations

Perform ground lease review to acknowledge the existing equipment on towers

Screen the Service level agreement to see what the landlord requires

Request the list of approved equipment to be added/removed/modified from the tower

Order structural analysis from the engineering firm

Handle the review of the construction drawings for each site

Attend weekly client meetings to review applications to be processed

Keller Williams Realty - Austin, TX 2001-2003

Real Estate Agent

KB Home and Lennar Homes - Austin, TX 2003-2008

Onsite New Home Sales Counselor

Education

●Graduate of Austin Institute of Real Estate

●Graduate of the Legal Assistant Program at the University of Texas at Austin

●Graduate of Temple College

Achievements

●Honor Graduate Temple Junior College

●Phi Theta Kappa National Honor Society

●Who’s Who Among Student’s in American Junior Colleges

●Recipient of American Business Women’s Association Scholarship

●Women’s Council of Realtors (WCR Austin) Treasurer

●National Association of Hispanic Real Estate Professionals (NAHREP Austin), Secretary, President Elect, President and Immediate Past President

●Graduate of Hispanic Austin Leadership at Greater Austin Hispanic Chamber of Commerce

●Ambassador of the Greater Austin Hispanic Chamber of Commerce

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