Angela Williamson

● As a Product Analyst since 2021, I have been responsible for leading the analysis of root cause factors that prevent production systems and processes from being highly reliable, accurate, and efficient.

● I provide development assistance and implementation of initiatives that reduce or eliminate dependence on manual operations, analyzed processes, recommended process improvement, and maintained formal documentation.

● I diagnose problems using written procedures, applying my analytical skill set to triage reported defects and route those issues to appropriate resources for resolution, escalating as necessary. I have assisted with planning and testing of application, configuration, and database changes, as well as installation of upgrades and patches,utilizing Summit ticketing system to track incidents and their root-cause.

● In addition, I identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternative strategies that give internal and external customers the ability to gather the required information, eliminating IT support in most instances.

● I manage Tier II support of production applications, including alert monitoring, opening trouble tickets, general escalation, and client/vendor coordination and project management.

● I have developed contacts and relationships with 6 of the major clients in the mortgage industry, vendor support organizations, developed a high level of expertise on physical and logical infrastructure associated with Equator systems, applications, and third-party vendors.

●I am one of the dedicated employees for the production support manager (PSM) and their high-level clients, ensuring compliance with service level agreements (SLAs) as contractually documented.

● I work closely with Product Support Management, IT production support, and other internal departments to provide immediate workaround/solution and help identify root cause and longer-term solutions.

● I work with 8 clients/Lenders including FNMA, CALIBER, CARRINGTON, and B OF A account management and escalations. ● Working closely with Product Support Management, IT production support, and other internal departments to provide immediate workaround/solution and help identify root cause and longer-term solutions.

● Training specialist, I have been responsible for training all new employees on the technical processes, escalations, problem records, Jira Summit ticketing system, escalation processes, client processes, and providing excellent customer service. This involves creating and delivering training materials that cover all the necessary information, such as troubleshooting techniques, escalation procedures, and best practices for providing high-quality customer service.

● Developed training plans that are tailored to the specific needs of the new employees and provide hands-on training that includes real-world scenarios. You will also need to assess the effectiveness of the training by monitoring the performance of the new employees after they have completed their training.

● In addition, I stay up-to-date with any changes or updates to the processes, systems, or tools used by the company and ensure that all training materials are updated accordingly which reduced customer support inquiries by creating comprehensive product documentation and user guides.

• Pitched technology products to prospective business clients
• Recommended opportunities to streamline the sales process
• Tracked sales via CRM's MKS and Salesforce
• Assessed customer needs and recommended products
• Answered questions about product offerings
• Provided customer support and resolved client inquiries.
• Provided exceptional customer service by promptly addressing client concerns and resolving issues as they arose.
• Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

• Provided customer support in the real estate industry
• Troubleshooted issues related to uploads and tasks used by agents
• Assisted customers with product selection and purchase
• Tracked and reported issues and trends experienced by customers
• Identified problems and suggested system improvements
• Resolved tickets from engineering on software issues
• Answered questions about the company's product offerings.
• Responded promptly to incoming sales leads and requests for technical support.
• Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
• Helped streamline repair processes and update procedures for support action consistency.

• Maintained appraiser profiles and monitored compliance measurements
• Facilitated onboarding of new employees
• Reviewed external appraisal files
• Acted as a point of contact between appraisers, processors, and underwriters
• Decreased time between recruitment process steps
• Exceeded quality assurance goals.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Streamlined service processes for quicker response times, enhancing overall customer experience.
• Responded to customer requests for products, services, and company information.

• Communicated with customers to resolve common title issues.
• Drafted title abstracts and legal documents for real estate transactions.
• Skillfully negotiated resolutions to complex title discrepancies that facilitated smooth property transfers.
• Handled cash and credit card payments accurately.
• Contacted appropriate agencies to complete searches, order records, and obtain documents.
• Reduced errors in title examinations through diligent verification of property records and legal descriptions.
• Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.