Project Manager Customer Service

SABRINA S. HEARD

***** ******** ******* **.

Charlotte, NC 28269

980-***-**** *********@********.**.***

Overview of Qualifications

• Strong leadership, organization, communication, and decision making skills

• Experienced in directing projects and staff in fast-paced, results-oriented environments

• Excellent problem solving and time management skills

• Elicits outstanding customer service

Professional Experience

Insight Global, Charlotte NC April 2012-present

Provision Coordinator

• Process ASR to carriers

• Escalate orders

• Coordinating testing

• T1, DS3,OC3

Project Meetings

Lash Group, Charlotte, NC June 2011- Jan 2012

Insurance Verification

• Accurately verifies insurance documentation

• Enters customer’s personal data into database

• Acts as liaison between the customer and Insurance company

• Prepares documents with Quality Assurance before mailing out

Wells Fargo Mortgage, Charlotte NC May 2010- May 2011

Loan Modification Specialist

• Served as single point of contact and trusted advisor for delinquent borrowers, shepherding the client through the retention and/or liquidation process

• Presented options and mitigation terms to borrowers in delinquency

• Diplomatically communicated difficult verbal approval or decline information to clients

• Demonstrated expertise of modification and liquidation options, including but not limited to, Short Sale, Forbearance, and Foreclosure

• Initiated weekly phone calls to clients to inform of missing documents or status of Loan modification

• Reviewed all documents sent in by client to ensure completion and accuracy in relation to government guidelines

JP Morgan, Charlotte. NC January 2010 – Apr 2010

Data Entry Representative

• Responsibilities included inputting large volumes of data into database systems

• Adjusted customer requests and inquiries

• Verified tax documents

• Batched checks and vouchers

Office Media, Charlotte, NC November 2007- October 2008

Office Administrator

• Coordination, installation, and maintenance of telecommunication circuits for the WSJON

• Project Manager from front to end

• Placed Circuit Orders for DSL and DMARC info and issued troubleshoot circuits on trouble calls

• Processed ASR orders to various LEC’s

• Liaison between operators and Real Estate Services; greeted clients

• Managed and maintained accounts using excel and access data base

• Negotiated Cost for DSL

• Created daily reports and managed

• Ordered badges and key cards

• Processed invoices for billing

Paetec/USLec, Charlotte, NC January 2002 – March 2007

Provision Analyst 2

• Access Service Request/ ICSC

• Tracked and monitored firm order commitments

• Prepared daily spreadsheets of all Network Orders Activity using TBS

• Made and escalated decisions for missing information on all orders to ILEC’s

• Coordinated and managed release of IWQ/1FR to Operations for service activation

• Handled special projects for new switch installations to end user

• Project Manager orders provide CFA, circuit id’s, route orders least cost

• Processed orders for E911

• Trained new hires

Bellsouth, Charlotte, NC August 1997 – January 2002

Administrative Support

• Scheduled meetings, typed memos, monitored calls

• Coordinated E-911 agreements and requirements

• Resolved trouble tickets related to code issues

• Accounts Payable/Receivable

• Reserved administrative numbers in TBS numbering inventory

• Processed payroll and interoffice vouchers on expense accounts

• Created and prepared spreadsheets for management

• Resolved customer complaints from the customer to prevent further escalation

• Order Processing

• Coordinated payment arrangements to cure delinquent loans

• Determined credit and security requirements

• Project Manager

• Handled 120 inbound calls daily in call center

• Billing and Collections of debt on FHA mortgages

• Scanned mortgage documents

Crestar Bank, Richmond, VA 1990 - 1996

Customer Service Lead Banker/Account Reconciliation

• Retrieved Records and Files for Customers

• Account Reconciliation

• Processed Wire Transfers

• Handled Money

• Accounts Payable/Receivable

• Assisted employees with Customer Issues and Complaints

• Set up direct deposits

• Mail month end statements

• Imaging documents

• Filing

• Data Entry

• Quote Mortgage rates

• Set up payment plans for mortgages

• ADP

Software

Microsoft Office (Excel, Access, Word, Outlook, PowerPoint) Windows applications, Quintessant, Metasolv/TBS, LNP/SOA, ADP, Remedy, Adobe and Pep-Plus, Lotus Notes, Sharepoint, Data entry into SAP

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