IT & Customer Support Specialist

Keisha Thomas

Houston, TX ***** +1-832-***-**** ********@*******.***

Professional Summary

Demonstrated excellence in remote and in-person roles, consistently achieving high satisfaction metrics. Proficient in IT troubleshooting, document review, accounting, HRIS, SAP, and compliance auditing. Experience spans mortgage servicing, government, finance, healthcare, legal, and technology sectors. Work Experience

Customer Service Representative (Remote)

WTW Houston, TX

July 2025 to January 2026

• One of the top five producers within the company

• Call logging, Tracking & Inquiry Handling

• Provided IT/website and how to utilize system, Profile Management

• Status Updates, Issue Relations, Creating Cases, Claims & Reimbursement/payments

• Monitor claims, disbursements and reimbursement to ensure timely disbursements

• Reconcile vendor statements and resolve outstanding balances and discrepancies

• Serve as primary contact for inquiries regarding payments and account status IT Technician (Contract)

Robert Half Houston, TX

November 2023 to November 2024

• Responsibility interfacing with the Judge and providing them with accurate and timely support

• Coordinate, maintain and troubleshoot election information systems, such as election equipment, polling place technology and election judge technology in accordance with established policies and procedures for IT Loss Mitigation Specialist (Remote/Contract)

Sourcepoint, Inc. Houston, TX

May 2020 to February 2022

• Single point of contact for consumers in all stages of loss mitigation, foreclosure, & collections

• Always provide exceptional customer service and always remain at 95% range or better

• Receive inbound and outbound calls to secure commitments for outstanding packages, status, payments and post modification

• Managing workflow and assignments for timely payments

• Audited loans regarding 10 day reports, SLA ins and Outs, expired 10 days, UDM’s, submitted DU and LPA Underwriting

• Audited loans for Initial Credit, Property, Income, Asset, Final Title and Final Income • Reviewed Tradelines, Appraisal and Fraud Guard Reports

Customer Service Representative

Areotek (Contract) Houston, TX

December 2019 to February 2020

• Handle inbound calls from Member, Client, facilities to verify eligibility and coordinate transportation/knowledge of HIPAA

• Review and implement Health Plan Protocols for various plans

• Assign transportation for members/patients & implement discharges

• Dispatched rides for transportation and schedule doctor’s appointments.

• Reviewed billing statements to ensure accuracy

• Utilizing most cost effective manner and exceeded KPI's

• Respond and document customer complaints

Litigation Support/Document Review Specialist

EPIQ (ongoing contract through May 2020) Houston, TX June 2018 to December 2019

• Execute project specific tasks in Relativity and Equivio including searching, batching, TAR review & support for privilege review, verify potential harm for PHI & PPI to include data breach

• Reviewing documents and records for regulatory and legal compliance

• Completed quality control and experience with e-discovery technology

• Team Lead for Quality Control Document Review/ managed 10 employees/reviewed Excel spreadsheets, converted documents from Word, Excel, and PDF

Customer Service Representative III/HR

City of Houston Houston, TX

September 2015 to September 2017

• Collect, review, and maintain onboarding and compliance documentation.

• Ensure all new hire documentation is complete and compliant before employees begin work.

• Create position descriptions, track requisitions & assist with internal and external customer service

• High volume on-boarding (200+ employees), SAP proficiency/Review general and grant funding information to place candidate in proper funding or 1115 Waiver

• Reconcile statements and resolve outstanding balances and discrepancies

• Prepare new hire paperwork, maintain personnel files and update HR information system A1 Personnel/Customer Service Representative III/HR City of Houston Houston, TX

May 2015 to September 2015

• Utilize SAP, Excel, Word, Outlook, HRIS and also City of Houston Website

• Review and process postings, Selection packets, promotions and retirements

• Identify/Reviewed position numbers regarding vacancies Short Sale Specialist

Reverse Short Sale Solution (RMS) Houston, TX

April 2014 to May 2015

• Process liquidation workout solutions with defaulted borrowers- end to end short sale ensuring compliance and timely closings

• Reviewed Documentation and File Review (HUD, Contracts, Listing Agreements, Payoffs)

• Liaison and Negotiation (between realtors, attorneys, and clients)

• Operational Support to include ordering appraisals, weekly status reports and implements follow up systems to resolve inquiries efficiently

• Knowledge of Probate, WILLS, Administrator or executor over estates, Contracts, HUD, Title reports and deeds

• Negotiate between all parties/Administrative duties Administrative Assistant

DFPS - Child Protective Services Houston, TX

January 2013 to April 2014

• Performed Administrative duties /Generate monthly reports

• Assist in month end and year end closing by reconciling accounts

• Maintain moving forms, supplies, and equipment for meetings

• Type letters, forms, emails, monitor projects

• Complete meeting set up, calendars & assist with travel arrangement

• Provide support to supervisor and eight case workers to include working with behavioral kids and teens

• Prepare legal files, scan document for discoveries & upload text to disc

• Teach/Train others regarding to policies & procedures

• Complete Foster care, medical/dental reports and demographics

• Scan/file discoveries that include misc. information, investigation & assessment, family medical records, legal information, petitions, court orders, motions, affidavits, narrative reports, etc.

• Create personnel employee files: standards of conduct, training etc. Claim File Reviewer/Underwriter in Dallas

Solomon Edwards Houston, TX

December 2012 to January 2013

• Perform mortgage file review, due diligence analysis, analyzed data & documentation in accordance with the case review methodology

• Perform Harm Determination protocol as described in OCC Guidelines as updated

• Ensure documentation supports Harm finding relating to impermissible fees, mortgage, payment cash flow/ Income Special Materials Expert etc./Utilize Acer, AS400, LPS, Acer, and Case Tracker

• Audited loans to ensure in compliance

• Identify errors and deficiencies in bank underwriting on non-performing, Regulatory Reporting

• Reviewed Excel spreadsheets for potential harm/Maintained and organized accurate records of payment invoices and correspondence

Contractor for Operations & Finance Coordinator

Align Strategic/NRG Sunlease Houston, TX

June 2012 to October 2012

• Ensure all documents are present & within compliance to file with US Treasury Department regarding 1603 Grant filing

• Draft narrative descriptions of solar system designs pertaining to azimuth, tilt, emphases, inverters, etc.• Researched, reviewed audit lease contracts, and payment contracts for validity

• Review, verify & process vendor invoices for accuracy and proper authorization/Match invoices to purchase order and resolve discrepancies

• Create files for financing solar systems such as Initial Leases, Warranty's, Job Addendums, Design Packages, Substantial, Construction and Final documentation

• Create Amendments pertaining to Lease, Warranty's and/or Addendums via Sales Force• Clear up outstanding reports and missing legal descriptions

Loss Mitigation Specialist, Credit Research & PDD Analyst Litton Loan Servicing LP/C-BASS Houston, TX

April 2003 to March 2011

• Analyze financial statements, tax returns, credit reports in order to recommend workout alternative/program modifications loan processing

• Collect financial data, provide extensive loss analysis & recommendations/Document control review

• Lead projects within the company/Train & interview candidates, implement policy and procedures/ Administrative duties

• Reviewed and update Experian, Equifax, and Trans Union to ensure proper reporting/ Waive late fees and correct credit reporting/ Knowledge of VA/FHA/FCRA and FDCPA

• Completed invoices and produced checks based on reports/emails emails & statements

• Complete promissory notes, affidavits and legal descriptions

• Examine proper chain of titles to create assignments/reviewed county records regarding chain of title

• Ordered and Reviewed Collateral Documents (mortgage deed, notes, assignments and title policies) to create assignments/reviewed escrow and contact county regarding escrow to ensure escrow paid

• Resolve collections account, take action to prevent debt

• Early collection account stages 11-30 and 30-60 days DLQ

• Monitor and identify outstanding debts/utilize skip tracing Education

Technical Writing (Upper Secondary Education)

University of Houston (Some College/No Degree)

Diploma (High school diploma)

Bellaire High School Bellaire, TX

Skills

File organization Escrow Customer communication Schedule management Attention to detail Contracts Microsoft Products, HIPAA, Sales, SAP, Adobe PageMaker, HRIS, Relativity, Equivio, Accounts Payable, Data Entry, Filing/Editing, Communication Skills, Organizational Skills, Medical Technology, Customer Service Skills, Interpersonal Skills, Financial Planning, Relationship Management, Negotiation Skills, TILA, Reporting, Problem Solving, Solar Energy, Lease and Contract, Buyer, Time Management, Office Skills, Claim Review/Compliance Auditor, Administrative Assistant, Scheduling, Short Sale, Grant Reporting, Sales Experience, Human Resource, Accounting, Medicare, Front Desk, Medical Terminology, 10 Key, Organizational Skills, Windows, Databases and Project Leadership Productivity software Clear verbal communication Coordination (loan closing) Certifications and Licenses

Certified Notary Public

Additional Information

Authorized to work in the US for any employer

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