gracie warren

Compiled and processed mortgage and consumer loan applications (VA, FHA, Sub Prime). Served as resource liaison between loan officers, brokers, customers, and underwriting department. Primary contact for all Hispanic consumers - mortgages, real estate and credit repair processes. Created, edited and ran company PowerPoint flyers and presentations in Spanish for Hispanic consumers. Updated QuickBooks weekly - generated, printed and sent out checks to vendors.

First level escalation contact for all NOC Specialists/Technicians - primary point of contact for issues processed by the NOC. Prepared concise, accurate and informative operating procedures. Managed client service level agreements. Escalated to appropriate levels if issues threaten to jeopardize our ability to meet them. Identified and worked with operational and technical teams to implement new procedures and process improvements. Worked with NOC Manager to develop and generate customized reports for clients and IT executive management. Worked with all IT and operational management in various client support centers in the US, Philippines, Costa Rica, India, Canada, and the UK.

* Technical Trainer * Developed, implemented, monitored, and coordinated closely with management and technicians to * educate and engage employees in MCI-WorldCom’s new 800 service products.Responsible for tracking traffic information on network LAN, VoIP, vendors (Verizon, GTE, Southwest Bell, AT&T, Warner Brothers, Bell South) analog and digital circuits usage and overflow traffic.Effectively scheduled technical support groups for work priorities to ensure completion of assigned projects. * Lead Analyst * Analyzed data for top priority consumers. Prepared custom reports utilizing Excel, Power Point, and Word.

Provided Customer Service support for all operational areas of a fast-paced inbound call center. Primary Customer Service Rep. for all Southern US & Mexico regions, assisting sales force with current and prospective consumers. Scheduled and provided real time order ship-date commitments to consumers. Resolved domestic and international logistics and product–quality issues and finding “Win Win” solutions. Provided hands-on leadership to build a high-performance team by providing strong mentoring and coaching to create positive staff relationships and generate useful employee feedback Generated all export documentation for shipments going to Mexico – NAFTA documents, commercial invoices, tariff information.