Customer Service Sales

Tarik McDermott

646-***-**** *** West ***th Street, #5E New York, NY 10026 *********.*****@*****.***

FINANCIAL SERVICES

Research Analyst with experience in reporting, data analysis, quality analysis and process management. Strong decision making skills with close attention to detail and accuracy. A highly motivated, self-starter and positive team player with proven success exceeding goals.

Quality Assurance

Change Management

Process Improvement

Project Management

Reporting

Auditing

EXPERIENCE

JP Morgan Chase Dec 2011 – Present

Research Analyst

• Review and analyze every aspect of default process (loss mitigation, foreclosure, bankruptcy, short sale & deed-in-lieu, SCRA, and modifications) of Mortgages and Home Equity loans to collect pertinent data for decision making.

• Created a change management tool used by 2 supervisors and 18 analysts reducing errors by 7%.

• Conducted Quality Control Process for 18 Research Analysts maintaining a 98% quality rate.

• Supervised 18 Research Analyst on Aged Report research process used by senior management to make decisions on top priority cases.

• Directed 8 Research Analyst on Trend and Data Analysis project used to improve procedures and accuracy for 150 Research Analysts.

• Achieved two certificates of achievement for Quality & Performance and placed in the top 5% of Research Analysts by reviewing loans with a 98% quality rate.

Time Warner Cable Feb 2011 – Dec 2011

Customer Service Representative

• Achieved eight Best in Class awards for demonstrating outstanding verbal and written communication through customer service.

• Served as a liaison for customers and internal departments (sales & technical support).

• Generated 2000$-5000$ per month in sales revenue; through cable, internet, and phone sales in fast paced call center environment.

• Researched and resolved 60-80 difficult billing and service related issues per day. Maintaining 100% service level handling each call within strict time constraints.

• Led team transition meetings giving direction to meet call center metrics and goals.

• Created sales initiative project increasing sales revenue by 25% for a rolling 3 months.

Hampton University Oct 2009 – May 2010

Operations Manager

• Directed 2 administrators in residential operations. Facilitated application processing, mail distribution, facility management, and University-student communication.

• Oversaw facility upkeep assigning work orders to up 5 maintenance staff as necessary.

Office Administrator

• Processed, screened and organized residential placement applications.

• Retrieved and distributed mail for 80 students.

• Directed incoming calls for faculty and students.

96.3 FM WQXR May 2009-Sept 2009

Marketing Associate

• Researched financial data and market demographics to support account executive sales group.

• Participated in developing strategies to drive 30 second & 60 second commercial ad sales.

• Maintained relationships with existing clients through record keeping and portfolio management.

• Created and facilitated promotional prize give away contest for over 1000 contestants.

• Successfully completed rotations between sales, marketing, and promotional functional groups.

JPMORGAN CHASE COURSEWORK

• 2010 Fair Lending Training Program for Home Lending Servicing and Default Mgmt

• 96 Hour Pre-sale Foreclosure

• Mortgage Basics

• Alternative Solutions: Short Sale, Deed in Lieu, Deed for Lease

• Bankruptcy Issues

EDUCATION

Hampton University, Hampton, VA

B.S. in Business Management May 2010

Pursuing CFA Level I Dec 2012

COMPUTER SKILLS

Microsoft Word LPS Desktop I-Vault Lenderlive

Microsoft Excel Infosource Fortracks

Microsoft Power Point MSP Fastrieve

Outlook Customer Care Workbench VLS

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