Antoniette Wallace
Little Elm,TX
Summary
Results-oriented Support Manager offering 20 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
12
12
years of professional experience
25
25
Customer Service
15
15
Training & Development
Work History
Learner Support Rep
Parchment LLC
01.2022 - 01.2024
- Take incoming calls from learners about orders that have been placed
- Train learners on how to place orders through the Parchment platform
- Track orders for the learner
- Complete incoming authorization forms from schools
- Respond to cases within Salesforce
- Converse with High Schools, Universities, Colleges, and Institution counselors.
Student Support Coordinator
DeVry University
01.2020 - 01.2022
- Conduct outreach to current & prospective students
- Collect missing documents for financial aid processing
- Maintain a basic understanding of all academic & Title IV programs
- Respond to student questions and/or requests
- Demonstrate consultative skills to resolve complex problems including escalated interactions from other peers
- Appropriately document student interactions in Salesforce
- Oversee student workers from a training and daily activity perspective as needed
- Provide administrative support to all functional leaders and teams in the operations of the location
- Maximize office productivity through proficient use of appropriate software applications
- Coordinate and arrange meetings, prepare agendas, and reserve/prepares facilities
- Demonstrate customer service to students, guests, and colleagues
- Support the Strategic Enrollment team and Academic staff
- Manage the testing function for applicants, continuing students, and others at the location.
Administrative Assistance
Bobcat of Dallas (Lewisville)
01.2018 - 01.2020
- Complete service opportunities for customer – contact customers about their machines when they are due for service
- Process warranties for Bobcat
- Complete invoices for all customers and outgoing payments
- Answer multiple calls for the Branch
- Complete constant contact for customers in order for them to know the information that is going within Bobcat and new machines.
Property Preservation Specialist
Caliber Home Loans
01.2016 - 01.2018
- Act as subject matter expert for the states assigned in queues for monitoring and maintenance
- Monitor and mitigate losses and ensure collateral is secured and protected from damage
- Monitor Real Estate collateral in six key categories: Inspections, Securing, FEMA Disaster Declarations, Code Violations, Hazard Insurance Claims, and Vacancy Registrations
- Build relationships with internal and external clients to ensure workflow is completed in a timely, cost-effective manner while taking necessary steps to reduce any company liability
- REO processor
- Handle all incoming inventory for processing grass cuts, inspections, evictions per HUD requirements, and CSF (cash for keys)
- Make sure that the property is in broom swept condition.
Asset Preservation Coordinator II
Mortgage Contracting Services
01.2012 - 01.2016
- Receive and review incoming work, prioritize, contact appropriate resources as needed; enter transactions into PC using multiple systems
- Verify accuracy; resolve general customer issues using multiple resources and records
- Prepare, edit, distribute, and/or correcting specialized and/or complex documents/notes/entries
- Contact customer with any questions or concerns
- Works to minimize risks
- Monitor queue, ensuring necessary property preservation work is completed
- Ensure all work is completed accurately in compliance with client specifications and company policies
- Process invoicing
- Provide vendor denial coaching for completions and bids
- Repair Base processing
- Process all VPR property registration through county website
- Process all Fannie Mae, Freddie Mac, and HUD bids for Flagstar Bank
- Run all reports through BI tool
- File insurance claims and create work orders for vendor to complete repairs based off the insurance claim
- Answer all questions through Equator for BOA
- REO processor
- Handle all incoming inventory for processing grass cuts, inspections, evictions per HUD requirements, and CSF (cash for keys).
Skills
- Customer Satisfaction
- Remote Support
- Microsoft Office
- Escalation Handling
- Live chat support
- Student Advocacy
- Customer Relations
- Training and mentoring
- Relationship Building
- Pre-Employment Screening
- Human Resources
- Organizational Leadership
Education
Master of Education - Adult Training and Education
American InterContinental University
Schaumburg, IL01.2017
Master of Business Administration - Human Resource Management
American InterContinental University
Schaumburg, IL01.2007
Bachelor of Science in Telecommunications Management - Telecommunications Management
DeVry University
Irving, TX01.2003
Timeline
Learner Support Rep
Parchment LLC
01.2022 - 01.2024
Student Support Coordinator
DeVry University
01.2020 - 01.2022
Administrative Assistance
Bobcat of Dallas (Lewisville)
01.2018 - 01.2020
Property Preservation Specialist
Caliber Home Loans
01.2016 - 01.2018
Asset Preservation Coordinator II
Mortgage Contracting Services
01.2012 - 01.2016
Master of Education - Adult Training and Education
American InterContinental University
Master of Business Administration - Human Resource Management
American InterContinental University
Bachelor of Science in Telecommunications Management - Telecommunications Management
DeVry University