Tiffany Steed

*** ***** *****-***** **** #***

South Houston, TX 77587

281-***-****

adwgct@r.postjobfree.com

QUALIFICATIONS

** ***** ******** *******, *** phone, chat, and email. Employment verification, post-closing follow up, administrative assistant and draw administration (renovation) in the mortgage industry.

PERSONAL EMPLOYMENT STRENGTHS

Organization and automation of many aspects of my previous position. Learned and utilized many aspects of the renovation software used to create smoother processes for welcoming borrowers, validating contractors, requesting updates, providing instructions (appraisals, FHA number requests), draw administration, and final disbursements.

EDUCATION

1994-1996 Amon Carter Riverside High School. Received a high school equivalency.

EMPLOYMENT

10/2020 - 09/2022 American Pacific Mortgage, Roseville, CA (Remote) Positions Held:

● Verbal Verification Of Employment (VVOE): Verified employment of borrowers utilizing phone, email, and various systems (The Work Number, SCRA), meeting the requirements of the company.

● Post-Closing: Reached out to escrow offices for post closing paperwork, put together spreadsheets in Excel with information exported from Encompass, to ensure others in my team could have sheets to use to reach out.

● Renovation: Contractor validation meeting the requirements for multiple states, document packages for renovation paperwork needed for loan officers, draw administration, date down endorsement requests, final review before any remaining funds submitted to principal. Streamlined and organized the renovation department to help automate many aspects of the department.

02/2018 - 10/2020 Trademark Engine, Houston, TX (Remote) Duties as a Remote Chat Support Representative:

● Provide swift, friendly, and accurate information to new and established customers regarding services, cost, and expectations via Intercom.

● Created and modified professional templates for chat and outgoing emails

● Created ticket templates for requests for specialized services so all information could be obtained without multiple outreach requests.

● Assisted in training new hires on Intercom and processes as well as answered questions after training.

● Assisted with escalated customers.

● Overhauled logo design process to streamline communication between customers and design team.

● Assisted development team in locating patterns in tool issues. 02/2014 - 12/2017 Apple, Inc., Houston, TX (Remote) Duties as an At Home Applecare Representative include:

● Tier One Phone Agent: Provided software support for iOS devices

(iPhone, iPad, iPod) and Apple Watch with a heavy emphasis on customer service and working to create 'Promoters', customers so happy with the service they refer Apple products to friends and family.

● Tier One Chat Agent: Provides software support for the above devices as well as Beats Headphones. This was my most successful position as I was able to better personalize each chat to the customer. I worked at their pace, their experience level, and usually had happy customers. Multiple chats were required, normally two at a time but during busy periods, such as the holidays, I worked with up to 3 chats.

● Some chats required that I work with customers internationally, though some regulations were different for some areas. I had to keep myself apprised of different service strategies for different regions at all times as they could easily change.

● I further assisted customers by providing help articles and advising where these help articles could be found in the future for any future issues, thereby empowering the customer.

09/2006 – 02/2014 JPMorgan Chase Bank, Houston, TX Positions held:

● Telephone Banker: Assisted customers with account questions, such as transactions, fee inquiries, and general information.

● Online Telephone Banker: Assisted with troubleshooting issues with logging in or accessing features of the Chase website.

● Senior Service Specialist: Tier 2 position allowing me to further assist customers with more complex issues as well as the potential to use customer service skills to de-escalate situations and ensure the satisfaction of our customers.

● E-Mail Specialist: Utilized Kana software to communicate clearly and professionally with pre-made and self-made templates.

● Online Research Department: Receive issues escalated from Online Tier 2 representatives regarding the Chase website, mobile phone app, as well as personal finance management software (Quicken and Quickbooks). This position required that I remain in communication with the customer, via telephone and e-mail, until their issue is resolved.

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