Audriana Patterson
Sandy Springs,United States
Summary
Possesses strong product and technical knowledge and communication and organization skills. Demonstrated ability to work both independently and as a team leader; talented at educating others on features of software.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Help Desk Supervisor
HeiTech
11.2023 - Current
- Directly supervise staff of 10 Help Desk Specialists.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Assist government in gathering, organizing, and drafting responses to requests under Freedom of Information Act (FOIA), congressional correspondence and other written responses.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Technical Analyst
Adaptivestack Technologies
09.2023 - Current
- Authored technical requirement documentation to suit business goals and technological limits.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Monitored alignment of individual development teams with policies, suggesting changes and remediation efforts where needed.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
Talent Acquisition Recruiter
Alexander Mann Solutions
04.2022 - 08.2023
- Hired and screened candidates for Bank Of America enterprise credit, Commercial credit, GWIM, consumer, along with any additional LOB and worked with hiring managers to coordinate interviews, offers and onboarding.
- Build and develop high performing and engaged team that effectively designs, implements, and delivers talent strategies for business. Collaborated with hiring managers to understand job requirements
- Partner with business executives, leaders, and all areas of HR to understand business needs, grow talent pipelines
- Reviewed employment applications and background check reports to facilitate hiring process
Closing Manager
Bay Equity Home Loans
12.2019 - 04.2022
- Direct day-to-day management, attendance, training, hiring, recruiting and performance reviews for all staff including underwriters, closing specialists, and post-closing team/managers 25+
- Interface professionally with title companies, clients, real estate agents, mortgage loan officers, and mortgage lenders to ensure successful close
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Developed and implemented performance improvement strategies which promoted continuous results in savings and improved profit margins
Call Center Operations Manager
Global Connection Inc. Of America
09.2013 - 12.2019
- Managed 80+ employees and oversee day-to-day operations and activities of compliance departments and personnel
- Development of audit programs for executing internal controls reviews over critical processes and within programs
- Responsible for written reports relating to financial and control reviews
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Recruited, hired, trained and supervised staff of 20+ and implemented mentoring program that offered positive employee engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Developed process controls and metrics for daily management of call center.
Education
Bachelor of Science - Computer Information Systems
West Georgia Technical College
Newnan 01.2011 - 06.2014
Skills
Business Solutions
Timeline
Help Desk Supervisor
HeiTech
11.2023 - Current
Technical Analyst
Adaptivestack Technologies
09.2023 - Current
Talent Acquisition Recruiter
Alexander Mann Solutions
04.2022 - 08.2023
Closing Manager
Bay Equity Home Loans
12.2019 - 04.2022
Call Center Operations Manager
Global Connection Inc. Of America
09.2013 - 12.2019
Bachelor of Science - Computer Information Systems
West Georgia Technical College
01.2011 - 06.2014
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