Tech Support Specialist

Felice Norris

***** * **** ***

Phoenix, AZ *****

Phone: 480-***-****

E-mail: *********@*******.***

Mission:

Remote opportunity to utilize and expand my skills.

Skills:

Navigate multiple systems, troubleshooting, de-escalations, utilizing resource to be the expert, collaboration, compliance, providing an exceptional experience, coaching, Comfort with change adoption, independently accountable, with a one-team mindset.

Experience:

Banking-Customer service and Mortgage Servicing

Flagstar Bamk- Randstad from Jan-April, Flagstar Bank from may 2024-April 2025- cognizant from April 2025-July 2025

Hired for Change management and banking support, merger mobile banking, regular banking requests for disputes, security, transfers, and escalated case creation through Salesforce, utilized Citrix DNA, Client Central and multiple resources to resolve issues in a one call satisfactory transaction within 6 minute KPI.

Account Solutions (Remote)

Credit Acceptance

Jan 2023 - Oct 2023

Resolve past due auto contracts, negotiate, process information,

Payment Assistant Collector- (Remote)

Progressive Leasing

Nov 2021 – Oct 2022

Negotiate repayment, de-escalations.

Premier Support Specialist (Remote)

Asurion

May2019-July 2021

Claims, technical support, customer education, de-escalations, and sales

Customer Care

Consumer Cellular

April 2018-February 2019

Sales, customer education and tech support.

Geek Squad Tech Support

Alorica

Dec. 2017-March 2018

Tech Support Best Buy customers.

Web Advisor

Endurance International Group

Jan. 2017-Oct. 2017

Web design and tech support for Bluehost, Justhost, Hostmonster, Sitey, Sitelio, Sitebuilder, eHost, website support, DNS, SSL, Security, Wordpress and proprietary services, billing, and cross selling services.

Mortgage Sales

Alliance Home Loans

Jan.2016-Dec.2016

Telemarketing

Lead Collector

Freshview Solutions

Oct.2014-Sept.2015

Manage outstanding portfolio and negotiate repayment, compliance training, quality assurance.

Lead Collector

Southwest Title Loans

June 2013-Sept.2014

Collections, training and coaching team of 10-15 collectors, repo coordinator, asset management administration.

Education: Glendale Community College general studies, Cortiva Institute massage therapy

Contact this candidate