Demetrius Roberts Email & Phone Number

Detroit, MI, US

• Provided tactical front line support for all command center activities at the account level and afterhours support via pager and remote access as required
• Provided active communications (electronic/personal) with internal and external customers onoperational issues to insure all items are addressed in a timely manner
• Maintained continuous improvement & ISO 9001 Quality Program responsible for developmentand documenting operational processes and procedures at the account level to support site wideISO 9001 quality system
• Proved support for peers and subordinates key operational decisions and non-typical requests tosupport customers business needs
• Participated in the development, deployment and maintenance of both client specific andoperations generic training materials and delivery methods
• Managed a variety of account specific and site wide tactical and strategic projects.

• Analyze applicant’s financial status, order credit reports, and property evaluation to determine loan feasibility.
• Perform daily maintenance of the loan applicant database.
• Adhere to all federal and state compliance guidelines relative to retail mortgage lending.
• Determined appropriate rate locks, issuance of disclosure, overage, underage and fee waivers.
• Effectively maintained robust base of productive client relationships.

Greater Los Angeles Area

• Telecommunications technician with proficient knowledge and experience with equipment used for structured cabling systems testing and fusion splicing, such as an OTDR, fiber optic fusion splicer, Fluke DTX1800 &/Or.
• Experience leading and managing small teams and installations
• Constructed data circuits for the company’s business clientele
• Pioneered strategies by analyzing schematics, prints and drawings for planning out structured cabling systems installation
• Surpassed customer satisfaction goals by more than 20%, arbitrating communication between management teams and customers
• Mediated communication of outcomes to management team and customers

Los Angeles Metropolitan Area

• Technical champion that rehabilitated customer confidence by resolving difficult service issues with a proven record of excellence and efficiency.
• Elevated mitigation accuracy by more than 60% of fault isolations and repair of units using Acterna Digital Service Activation Meter, improving customer satisfaction
• Outperformed installation and maintenance performance targets every quarter within the regional territory
• Fostered active adherence to compliance and regulatory guidelines without any defects
• Organized and managed inventory distribution and control for over $550k of company equipment
• Developed and implemented staff training programs resulting in reduction of customer related concerns

Los Angeles County, California, United States

• Ensured quality in a fast-paced learning environment with high quality metrics and deliverable expectations, responsible for testing and identify technology anomalies and improving customer satisfaction and confidence.
• Scrutinized and developed mitigation strategies for a variety of technology products to include personal firewalls, antivirus and other mechanized forensic tools
• Improved the security and efficiency of iOLO products in preparation for industry production launch
• Yielded stellar customer satisfaction metrics managing online technical support, troubleshooting customers through software malfunctions

Finance, General

Education record