Technical Support Specialist

DONALD ROGERS

Sr. Loss Mitigation Chat Manager, Various Roles

423-***-**** *********@*****.*** www.linkedin.com/indonald-rogers-1990-linkprofile 110 Dennis Cove Rd. Hampton, TN 37658

Summary

Dedicated and results-driven professional with extensive experience in technical support, mortgage servicing, customer service, chat-based communication, and team leadership. Adept at problem-solving, committed to delivering exceptional customer experiences, and skilled in fostering high-performing teams. Highly detail-oriented with the ability to type 100 words per minute, ensuring efficiency and accuracy in all tasks. Proven track record of success across diverse industries, demonstrating adaptability, strategic thinking, and a steadfast commitment to excellence.

Experience

October 2024 - February 2025

Tier 2 Dispute Specialist

Experian, Allen, TX Remote

● Provided support to consumers that required assistance with disputing credit items.

● Maintained a QA average of 97 both during training as well as on the floor.

● Maintained discretion while assisting consumers with disputes while remaining in compliance with federal regulation.

● Utilize CRMs and programs such as slack, google docs, niceONEX smart phone, Microsoft Teams and more.

July 2024 - October 2024

Customer Retention Specialist

Moxie Pest Control, Ft. Worth, TX

● Leverage company policy and contracts for pest control to retain customer business and help them understand the nuances of general pest control.

● Utilized CRMs such as Salesforce, Slack, Pestroutes and Google Docs to maintain customer accounts and secure payments in a high intensity environment, closing tickets as required. 2

● Handled escalated calls and closed customer accounts when necessary if a renewal was not applicable for certain customers.

May 2023 - May 2024

Tier 1 Technical Support Specialist

SpectrumVOIP, Plano, TX Hybrid Remote

● Rapidly and efficiently completed tier 1 & 2 tech support tickets, utilizing Salesforce and Zendesk to complete tasks.

● Reached out to customers who needed follow-up assistance with troubleshooting and other requests with a 95 CSAT rating.

● Handled inbound chat requests for customers that preferred to utilize our chat system and phone calls based on business needs as they arose. April 2018 - April 2023

Sr. Loss Mitigation Chat Manager, Various Roles

Nationstar Mortgage dba Mr. Cooper, Lewisville, TX Remote

● Various roles include Customer Service Associate II Trainer, Sr. Dedicated Loan Associate II, Remote Home Solutions Chat Agent, Customer Service Manager, Sr. Home Solutions Chat Manager.

● Firm grasp of workout options for mortgage options and requirements as required by FNMA, VA, Freddie Mac, and general asset loans.

● Built a positive relationship with various clients both over the phone and via chat while maintaining discretion and protecting their personal information.

● Spearheaded the chat program as the Senior Chat Manager and assisted with escalations and assisting both customers and other agents with difficult requests.

● Worked with the back-end account management team to assist with reversals and misapplied payments.

● Leveraged PowerBI and regularly reports provided by data team to determine key items that could be improved, as well as help develop strategies for progress.

● Managed a team of over 22 agents while maintaining an average score of 98 QA across the board. I was awarded the SQM CSAT reward three years in a row as an agent. My team's average CSAT and QA feedback received from customers was a 97. 3

Skills

10-Key Typing Average over 100 WPM, Client Retention, CRM Softwares such as iAssist, Salesforce, Zendesk, PestRoutes, Google, VOIP Technologies SIP, RTP, SDP, Network Protocols TCPIP, UDP, DNS, In-depth knowledge of Yealink products and their troubleshooting, Networking monitoring analysis tools Wireshark, AnyDesk, Teamviewer, Quick Assist, Debt Collection

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