Zillow Home Loans Connection Specialist

• Sep 2019 - Present

Client Engagement Specialist

• Sep 2019 - Present

Licensing Service Representative

• May 2018 - Mar 2019

• Accurately collected and accounted for licensing fees in accordance with State Law. • Till closing and close out procedures for end of business for cash deposit. • Evaluated and verified documentation authenticity needed for proving identity and residency. • Handled customers requests to re-instate licenses by providing the relevant requirements needed for re-obtaining the licenses. • Scanned all necessary documents for Enhanced Driver’s Licenses or Enhanced State ID’s for DHS review. • Adapted quickly to changes in business needs, policy, and responsibilities. Show less

Associate Expert

• Sep 2017 - Mar 2018

Handle inbound calls in a fast-pace call center. Provided customer education on understanding the bill. De-escalate customers that are highly agitated. Highly detailed oriented and effective time management skill. Provided first tier troubleshooting. Handle inbound calls in a fast-pace call center. Provided customer education on understanding the bill. De-escalate customers that are highly agitated. Highly detailed oriented and effective time management skill. Provided first tier troubleshooting.

Satellite Technician

• Nov 2016 - Jul 2017

Assembled and install satellite TV service for residential customers. Provided customer education on using the system. Highly detailed oriented and effective time management skills to ensure job completion each day. Maintained and secured customer personal information as required per company security policies Able to effectively work without any supervision. Assembled and install satellite TV service for residential customers. Provided customer education on using the system. Highly detailed oriented and effective time management skills to ensure job completion each day. Maintained and secured customer personal information as required per company security policies Able to effectively work without any supervision.

Technician Support Center 2

• Dec 2015 - Sep 2016

Assist Field Technicians with activation of customer installations and upgrades of current services in a fast paced environment. Performed work order corrections on Day of Job while providing real time support to Field technicians to ensure timely resolution. Review and answer billing related questions for both the technician and the customer to prevent call backs. Assist other Agents with questions or concerns related to order entry elements in the company's billing system. Provide first line of Troubleshooting support in attempt to resolve any elements before bridging to Tier 3. Show less

CAE 2

• Aug 2013 - Dec 2015

Provided technical troubleshooting for residential products in Television, Internet, and Home Phone Service. Handled customer escalations relating from billing inquiries to technical issues and tracked customer’s issues via Company's system and utilized a ticketing system with and escalated issues to the appropriate networking teams and third party vendors as needed

Financial Analyst Associate

• Apr 2006 - May 2013

Generate reports and perform deep dive analysis on audits, team productivity, and KPIs. Create operational policy and procedures for the Tier 2 advanced support team. Owned and manage cross-center calibration between QA and BDS management to align performance evaluation metrics, identify process gaps, evaluate training effectiveness, and streamline procedures and guide lines.Help bring a new call center onboard by training the new management, team QA team and technical specialists. Generate reports and perform deep dive analysis on audits, team productivity, and KPIs. Create operational policy and procedures for the Tier 2 advanced support team. Owned and manage cross-center calibration between QA and BDS management to align performance evaluation metrics, identify process gaps, evaluate training effectiveness, and streamline procedures and guide lines.Help bring a new call center onboard by training the new management, team QA team and technical specialists.