As a Workforce Management Specialist:*Able to work independently and in a team environment on time sensitive tasks in a fast paced environment.*Required to interpret, evaluate and apply different labor agreements depending on location, job position, employee and union type.*Handled administrative functions which consist of filling vacancies for multiple scheduled crafts, job bulletins, seniority movements, furlough recalls and first call resolutions for internal customers.*Use various computer programs and systems, for data input/extraction, research and analysis.*Make plans to fill those vacancies either alone or with the help of supervisors and train-masters.

As an IT Support Technician:*Responded to a range of issues related to computer systems, hardware and user assistance both by phone and in person, offering both desktop support and field support.*Engaged and answered phone calls, emails, instant messages and recorded break-fix issues pertaining to hardware or software through a ticketing system called Zendesk*Managed sensitive issues such as customer accounts, transactions, internal credit union data and employee information while maintaining the highest level of professionalism*Used programs such as Ncentral, VNC, Teamviewer and Anydesk to remote into computers to assist users and troubleshoot issues*Additional systems and programs used: FiServ, XP2, Meridian Link, Nautilus.*Built, maintained and troubleshooted equipment such as network switches, VoIP handsets such as Polycom devices, printers from HP, Cannon, etc and Dell PC’s.

As an IT Help Tech:*Engaged and answer phone calls, emails, and user submitted tickets through a system called ServiceNow*Responded to customers in a professional, friendly, and timely manner to resolve all inbound client requests*Managed sensitive issues such as new hires and separations while maintaining the highest level of professionalism*Used programs such as GoToAssist, Teamviewer and Anydesk to remote into computers to assist users and troubleshoot issues*Used services and programs such as Microsoft Azure, Active Directory and Mobile Device Manage Engine in order to manage office 365 accounts, virtual machines and work policies pertaining to email and authentication and iOS and Android devices

As a Mediation Workout Specialist II:*Delivered exceptional support to over 80 clients per month*Provided workout options on all home loan types utilizing extensive knowledge of multiple procedures, all investors, and guidelines in the state mediation group*Prepared workout proposals to modify home loans in late stage foreclose *Worked with sensitive time constraints to ensure accurate decisions are made and communicated to attorney networks prior to settlement conferences and hearings*Used sound judgment to offer viable retention or release options which are in the best interest of the customer, bank, and investorsAs a Foreclosure Specialist II:*Maintained a portfolio that consisted of over 90 properties per day*Developed daily reports and researched information on properties in foreclosure*Communicated with attorneys and ensured properties foreclosed on time*Worked escalations and reconciled discrepancies regarding properties in foreclosure*Managed an international offshore team of 12 employees and delegated work to them daily*Assisted with training existing and new employees and developed procedures

As a Lead Retail Consultant (promotion):*Handled customer escalations while maintaining a professional environment*Planned employee schedules carried out for that day and delegated work to others*Confirmed daily deposit and store cash while opening and closing promptly on scheduleAs a Retail Consultant:*Met quota for sales each month (roughly 20 to 25 devices per month)*Answered customer questions and addressed complaints*Demonstrated and instructed customers on the use of various handheld and wireless technologies