Job Scope: Selling VA IRRRL and FHA Streamline refinancing in a fast-paced call center environment, providing mortgage refinancing solutions to eligible veterans and FHA homeowners.Sales and Customer Engagement:-Engaging with potential customers through inbound and outbound calls, assessing their eligibility for VA IRRRL and FHA Streamline refinancing options.-Explaining the benefits and features of refinancing, including potential interest rate reductions and monthly payment savings.-Building rapport with clients, understanding their financial goals, and guiding them through the refinancing process to ensure a positive experience.Loan Processing and Compliance:-Collecting and review required documentation to ensure compliance with VA and FHA guidelines.-Coordinating with internal underwriting and processing teams to facilitate efficient loan approvals and closings.-Maintaining up-to-date knowledge of industry regulations, mortgage products, and company policies.Performance Metrics:-Consistently meeting or exceeding sales targets by converting leads into closed loans.-Contributing to team success by sharing best practices and strategies for effective customer engagement and loan origination.NMLS # 2599266

Job Scope: Provided technical support for decentralized clinical trial (DCT) software service. Product builds were highly customized, requiring in-depth understanding of individual build and protocol characteristics.User Access Management Tool Onboarding:• Led onboarding of Customer Care team to user access management tool, ultimately reducing time spent servicing initial product user access requests by 86%.• Authored instructions for installation and use of command line interface software.Support of Clinical Research Associates, Coordinators, and Participants:• Efficiently resolved inbound queries related to decentralized clinical trial (DCT) platform.• Conferenced with Sponsors and Site Users to resolve product issues.• Facilitated communication between technical project teams and non-technical clients.• Leveraged REST API to query NoSQL Databases in troubleshooting various issues.

Job Scope: Headed Customer Success and Technical Services departments, advocated on customers’ behalf across organization, oversaw all customer-direct communication. Contributed to operations management, business systems, and strategic planning.Quality Assurance Overhaul:• Streamlined Quality Assurance (QA) process for quality and production efficiency, increasing QA throughput by 189%.• Drove cross-functional alignment on improvements in order fulfillment, negotiating updated protocols across Build team, Quality team, and Data team.Return-to-Merchant-Authorization (RMA) Overhaul:• Designed, enacted, and onboarded stakeholders to RMA process at new facility.• Implemented efficient interdepartmental parcel routing based on registered information, leveraging text output formula within shared Google spreadsheet to direct users’ next step.RMA Inventory Control Overhaul:• Implemented efficient system for repairs, customer returns (RMA), and original equipment manufacturer (OEM) returns, reducing unwanted inventory by 70% within 3-month period.• Led critical project to promptly return significant backlog of defective merchandise to OEMs.Modular Manual for PC/Product Troubleshooting:• Authored user-friendly troubleshooting guide for Agents supporting technical issues.• Streamlined troubleshooting, improved accuracy, and increased capacity.Mass Remediation:• Proactively remedied inventory shortages, offering alternative product configurations en masse, achieving a 90% cross-sell/upsell rate.• Negotiated order changes on case-by-case basis to accommodate budgets while maintaining excellent customer satisfaction.Business Operations:• Oversaw customer-direct communications and services, driving customer confidence and rapid growth during global semiconductor shortage, ultimately requiring expansion to a larger manufacturing facility.• Managed team of three agents spanning Customer Support and Technical Services teams.

Job Scope: Handled all inbound customer communications including but not limited to inquiries regarding outstanding orders, technical issues and sales. Prevented order cancellations by providing order updates to customers and expediting fulfillment as necessary. Exerted influence across organization in customers’ interest.Order Support:• Responded to customer inquiries via email and VOIP with minimal oversight.• Leveraged Freshdesk CRM to maintain annotated record of each interaction.Technical Support:• Provided technical support to Windows PC product owners.• Processed all returns and repairs.• Educated users on system configuration and administration as needed.

Job Scope: Delivered engaging radio broadcasts, covering local events.Broadcasting:● Wrote copy, cut audio, and presented news via radio broadcast during afternoon and evening hours.● Covered local political forums, conducted interviews on-location and by phone.

Job Scope: Connected with voters to win support for a City Council candidate, maintaining knowledge of local issues and candidates’ platforms.Political Canvassing:● Engaged voters through cold-knocking and cold-calling to discuss whatever issues were important to them.● Maintained knowledge of local issues, candidates’ platforms, and common political perspectives.