Amanda Brennan
Charlotte,NC
Summary
Independent professional delivering executive support and team leadership to multiple forms of business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, coordination, accounts receivable, document management, database management, third party communication and contract drafting. Recognized for exemplary customer service, ability to work under pressure, fast paced but accurate work and team collaboration. Heavily involved in customer care and support and accommodating in all aspects of assisting internally and externally.
Overview
7
7
years of professional experience
Work History
Technical Support Analyst
Rezdy
Raleigh, NC
05.2024 - Current
- Assisted with testing changes provided by Engineering prior to release to minimize risk impacts associated with deployment.
- Provided KPI updates and reviews to the Level 1 customer care team.
- Lead weekly team meetings to discuss goals week by week, go over metrics, review bug reports and provide insight on any problem tickets with staff.
- Provided technical assistance to resolve supplier inquiries and problems related to the software, bug issues, or clarification on certain aspects.
- Reviewed as well as troubleshoot issues within the API space.
- Took control over escalations from the Level 1 team including complaints, more in depth explanations or providing resolution to maintain a partnership.
- Provided timely updates on progress towards resolution of customer issues via email, chats or phone calls.
- De-escalate customer issues with proven conflict mediation, follow ups and problem-solving abilities.
Customer Care Specialist
Rezdy
Raleigh, NC
08.2022 - 05.2024
- Utilize Hubspot, Chargify, Stripe, Zendesk as well as the Rezdy platform to update supplier account information.
- Average 15 calls a day, among 3 other team members as well as 30+ daily ticket and phone call volume.
- Exceeded company productivity standards on consistent basis including 100% ticket and chat CSAT, with overall SLA on a personal basis averaging 95% since the start of my journey with Rezdy.
- Collaborate with sales, onboarding, account management and key account managers to advise our suppliers on the best practices within our software.
- Ensure suppliers are receiving the necessary support in a constantly changing environment where they need our services daily.
- Interact with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Coordinator
Better
Charlotte, NC
09.2021 - 03.2022
- Facilitate conversation from internal teams to the borrowers to obtain documentation and elaborate on why we required certain documents.
- Assist Home Advisors by drafting e-mails, communicating needs and scheduling.
- Coordinate with Underwriters to clear suspense files by restructuring loans, playing with scenarios to see if there was a better fit or by adjusting credit lines.
- Funded minimum of 35-40 loans a month.
- Guide loans from their lock date to the funding date by ensuring the loan was clean and followed TRID as well as Fannie Mae or Freddie Mac guidelines dependent on loan type.
Closing Expert
Better
Charlotte, NC
09.2020 - 09.2021
- Work collaboratively with borrowers and third party vendors to ensure a comfortable customer experience.
- Maintain a pipeline of 60+ loans monthly.
- Closed a minimum of 55 loans on average.
- Communicate closing dates, times, and locations with borrowers for both purchases and refinances.
- Coordinate with title and notaries by balancing closing disclosures and ensuring the right closing package is going with the notary.
- Draw up closing package documents through Encompass and DocMagic while abiding by state guidelines.
Administrative Assistant
Harry Marsh Law
Huntersville, NC
04.2019 - 09.2020
- Assist closing paralegals and attorneys with deliverables including preliminary financial documents, closing package preparation and final statements.
- Manage aspects of office operations by ordering supplies, implementing automated mail stamp system, facilitating closings, cashing checks and signing off on packages.
- Answer phones and direct calls appropriately across three different physical office locations.
- Prepare loan packages to go back to lender in appropriate order.
- Obtain documentation regarding estate closings from the Mecklenburg Court House
- Facilitate with third party companies regarding closings such as obtaining payoff statements, HELOC close letters and homeowners association documentation.
- Fulfill required information into SoftPro software for paralegals to then review and utilize at closing.
Marketing Coordinator
Labrodex
Melville, NY
09.2018 - 03.2019
- Media and influence strategy and execution for start up AR/VR and 3D-solutions based software company.
- Collaborated with graphic design team to create brand awareness on social media forums such as Twitter, Twitch, Instagram and Facebook.
- Created press kits, content calendars and other promotional materials.
- Serve as main point of contact between journalists, media specialists and external companies to organize meetings and travel for the CEO and team.
- Pitched new content to contacts and maintained relationships even when it was not a good fit.
- Managed daily office duties such as payroll, restocking items and setting up new employees in our systems.
- Developed partnerships with Oculus, PSVR and 3D Rudder when producing our first game launch to include demos and integration.
Education
Bachelor of Arts - Public Relations
Hofstra University
Hempstead, NY05.2013
Skills
- Client and budget management
- Operational coordination
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Project Coordination
- Verbal and Written Communication
- Team leadership
- Relationship building
- JIRA
- Document Control
- Correspondence and Reports
- Complex Problem Solving
- Customer Service
Timeline
Technical Support Analyst
Rezdy
05.2024 - Current
Customer Care Specialist
Rezdy
08.2022 - 05.2024
Coordinator
Better
09.2021 - 03.2022
Closing Expert
Better
09.2020 - 09.2021
Administrative Assistant
Harry Marsh Law
04.2019 - 09.2020
Marketing Coordinator
Labrodex
09.2018 - 03.2019
Bachelor of Arts - Public Relations
Hofstra University
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