Derek Light Email & Phone Number

Richmond, Va, Us

Charlotte, North Carolina, Us

- Serving as the primary link between the user and technical/application related issues, supports Truist teammates (Loan Officers, Underwriters, Closers, Processors, and Post Closers) with their process in Empower via incoming calls and/or web cases via Salesforce to assist in the loan origination process while remaining in compliance with Federal and Lending Regulations and state to state lending laws. - Troubleshoot, test, analyze, and resolve Empower-related issues and workarounds using available resources and tools such as DU Direct, LP Direct, CITRIX (created by Black Knight Services), Sales Desktop aka Continuity, ServiceNow, Secure Document Exchange aka SDX powered by Wolters Kluers, Lending Portal Production and testing environments (created by Black Knight Services), as well as other servicing applications such as BLUE zone (BKFS application) and many others. Daily average of 40 web cases completed. Daily average of 35 calls taken. - Report any new issues immediately to next level support and management via Salesforce and help triage these issues with next steps in possible workarounds and resolution fixes that would be applied in quick fixes or builds at end of the month updates as well as prepare tickets using ServiceNow tickets systems. - Speak with end-users to resolve their issues quickly and determine a root cause, then educate/train end-users on the resolution to their issues to ensure they have understanding/clarification if issue arises again. - Support the roll-out of various additional mortgage servicing applications including Lending Space LOS and Lending Space Portal for correspondents, Sales Desktop, Collateral Management, and SmartGUIDE/BLEND/TOMA). - Adhere to OSS scorecard goal expectations to meet/exceed goals as outlined in monthly and yearly reviews. Exceeded expectations of upper management and peers as well as help train peers on issues received on a daily bases on the Empower system as updates and quick fixes are applied.

Richmond, Virginia, Us

- Schedule out-patient appointments for multiple clinics and ensure accurate demographic and insurance data entry. - Answer income calls providing appointment information and general information within specified departmental guidelines. - Establish and maintain good customer relations with the public, potential clienrts, caregivers and fellow employees. - Demostrate compliance with the all local, state, and federal laws and regulations including VCUHS policies and procedures.

Dallas, Texas, Us

- Greets/registers and checks-in all members as they enter/exit the gym while maintaining a clean and orderly front desk/lobby area. - Ensures that front desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, and Account Change Requests while maintaining a professional image and providing superior customer service. - Processes all transactions at the POS register and performs duties including filing paperwork, folding towels, doing walk-thru’s of the facility and any other duties assigned.

Irvine, Ca, Us

- File State mandated First Report and Subsequent Reports of Injury basked on specific State requirements. Follow up with clients to confirm accuracy of reported information, providing status reports for clients as required. - Answer phone calls and handle inquiries appropriately via telephone, e-mail, fax and/or the CareMC system. - Maintains calendar of events, including report due dates and conference calls. - Comply with all safety rules and regulations during work hours in conjunction with the Injury and Illness Prevention Program.

Indianapolis, Indiana, Us

- Ensure customer satisfaction for Anthem’s #1 client (Commonwealth of Virginia) by assisting them with issues/concerns related to their medical benefits using computer based resources to help retrieve information in a call center environment. - Maintained a positive relationship with members by providing a timely and proactive approach to problem solving, utilizing verbal and written communication (fax, letters, e-mails, and follow-up calls). - Assisted members and providers in understanding the medical benefit coverage, the processing of claims, and determining the next course of actions. We exceeded expectations by foreseeing the needs of the caller.

Richmond, Va, Us

- Maintains responsibility for processing, resolution, and management of all services for U.S. donors and potential donors. - Services include; inbound phone calls and correspondence, donor statements, sponsor background checks, lockbox exception in Enterprise & Salesforce, FAQ’s for Childfund website, email inquiries, outbound calls for exceptions such as Child Deaths and Project Disaffiliations, web exceptions, and quality verification. - Test new retention strategies

Alexandria, Va, Us

- Assist customers with service needs over the phone. Used a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence. - Create work tickets for customers with specific information pertaining to their issue, probing for additional sales opportunities (cross-sell). - Developed strategies for the team to use to reach its goals, then created reports to update the company on the team's progress. - Involved in staff training and development, preparation of job descriptions, staff assessments and promotions. Performed side by side coaching with representatives. - Provide clerical and administrative support to ensure clear communication in order to coordinate and dispatch service appointments. - Bring awareness to potential clients regarding the company’s commitment to professionalism and high quality work in all of their trades.

Tamarac, Florida, Us

- Assist/monitor/teach individuals with preparation of daytime activities; encourage good personal hygiene, and behavior appropriate in their home or apartment, keep daily log/record of individual’s progress. - Assist Direct Care Supervisor in the assessment of each individuals’ abilities, interest and need areas toward independent living as approved in their Individual Service Plans. - Teach and support individuals with budgeting skills, self-medication skills according to state regulations or support with medication administration (certified to administer medication). - Teach/Support individuals engaging in daily chores, grocery shopping, menu planning, and meal preparation. - Handle emergency situations appropriately (trained in CPR and First Aid). Utilize crisis intervention techniques when necessary assisting individual with community integration.

San Francisco, California, Us

- Answered the inquiries of customers regarding bank policies, procedures and the customer’s accounts with the bank in a fast paced call-center environment, answering 80-100 calls per day. - Exceeded aggressive sales goals by offering additional products and services that will enhance the customer’s relationship/business with the bank. Used knowledge of bank products to expand customer relationships through consultative sales. - Met and exceeded quality assurance goals by adhering to Federal Regulations and bank policies/procedures. - Displayed strong interpersonal, written, and verbal communication skills while providing exceptional customer service when answering customer’s inquiries. Used critical thinking and problem solving skills to aid customer in achieving a 1 call resolution.

Charlotte, Nc, Us

- Supports a portfolio of loans either in default or imminent default with a focus on all retention options appropriate for borrower, such as Repayment Plans, Special Forbearance, Modifications or other options offered by the investor. - Performs quality control on submitted applications/documents for Loan Modifications ensuring they comply with segment/investor guidelines. - Delivers high-quality and error-free work that is exact and complete by paying close attention to detail. - Maintains an organized approach to managing daily activities while juggling multiple demands to achieve efficiency and productivity.