Marco Borba Email & Phone Number

• Manage three or more unique broadband deployments consisting of 300-1000 sites each on average while monitoring progress daily to ensure deadlines are met and budget is not exceeded • Serve as main point of contact for the client, ISP partners and all internal teams including Provisioning, Sales and Support to troubleshoot and resolve all telecom or construction related issues while assisting with individual order escalations with the ISP carriers • Manage weekly conference calls with our ISP partners and external customers to track and document progress on the order status of the broadband deployment • Created a standard Excel template for internal telecom project deployments and maintaining all vendor on-boarding tasks• Work closely with both the customer, ISP partners and the internal project team to ensure best company practices are implemented and made available by phone whenever the customer or internal partners need assistance• Communicate all project scope changes to the ISP partners and internal teams while maintaining and updating all internal Customer/Provider Intranet pages• Work with the Sales team and ISP partners to identify construction projects and gain additional ISP construction allowance • Proactively looking for process improvement to better the customer experience while keeping the company’s best interests and culture in mind

• Process broadband orders and manage a queue of, on average, 200 tickets while reporting status to the account manager, customer and internet service providers to ensure a timely delivery of internet services• Searched for and identified new ISP partners to provide the best internal support and order experience for the customer• Pre-qualify/Re-qualify proper broadband services based on provider, region and customer network specifics• Maintain knowledge of customer network specifications as well as vendor network configurations to certify compatibility• Worked closely with the ISP and customer to ensure deadlines are met and services are installed for any new locations• Trained new hires, created training documents and assisted with implementing new processes for the provisioning team• Participate in weekly calls with the ISP partners to resolve any outstanding issues or stagnant orders

• Reviewed and took appropriate action of broadband trouble tickets and customer emails submitted to the Help Desk while meeting SLA per contract requirements• Worked closely with the customer support team and ISP help desk to identify and resolve network issues through completion of ticket and broadband serviceability• Dispatched ISP technicians and guide them on-site while interfacing with the customer network equipment• Tracked vendor trouble tickets and customer network issues daily until issue resolved while documenting troubleshooting to customer throughout• Assisted technicians with the initial set up configuring and bridging various modem model types among several ISP carriers for proper compatibility with the customer router• Effectively communicated with customer support teams and internet service providers to troubleshoot on site network equipment and restore connectivity

• Reviewed and processed approximately 7000 Telecom invoices monthly ensuring accuracy on all charges, fees, service dates and account balance history• Researched problem accounts, resolved open balances and processed vendor disputes through to completion including any third party services or products as well as any other erroneous charges or account balances • Maintained a closed order report per customer account to ensure all circuits, new and old, are being properly invoiced to avoid service interruption and updating the billing information as needed• Implemented and tested new processes and control measures for the company's in-house billing software

• Responded to trouble calls and service tickets from brokers and correspondents to resolve technical related issues with Fannie Mae “Desktop Originator (DO)” & “Desktop Underwriter (DU)” home loan software applications• Troubleshoot and maintained knowledge of various error codes encountered within DO/DU software to achieve successful loan qualification results• Supported users remotely via Remote Access to pinpoint inaccuracies with data entry on rejected home loans• Managed a queue of active trouble tickets and provided frequent updates directly to the customer

• Received 75-100 calls per day regarding various customer inquiries and service requests regarding membership, clubhouse rentals, architectural modifications, and other community information• Maintained and updated internal records concerning updates or changes for approximately 270 different HOA communities• Verified and resolved billing discrepancies on customer financial accounts• Processed new homeowner account applications and/or update any existing homeowner account details and automated payment information

• Processed final HUD1 Settlement Statement for home purchases including final sale price, loan amount(s), insurance and any existing loans & fees associated with completing the sale while ensuring all interest rates, loan program(s) and vesting were accurate• Point of contact for the loan officer and customer to obtain all lender required documents to obtain a mortgage loan• Prepare title binders per title report and customer loan verifying accuracy of the trustee’s/trustor’s, sales price, loan amount(s) and all property easement’s • Performed Post-Close settlement files to properly disburse funding for all customer account payoff’s, realtor commissions and borrower’s checks for home purchases or refinance once the property Deed is recorded with the County

• Receive 150-200 inbound calls per day and routed the participant to the proper company conference call• Delegated assignments between five-seven team members while maintaining a balanced workload throughout the team• Monitored and reviewed team work on the hour to ensure all necessary information was captured by conference call participants• Screened conference calls to ensure all disturbances were muted and all necessary speakers were provided full audio access• Set up audio feed lines to record customer conference calls• Trained new hires and assist with individual coaching