Autumn Herring-Gregory
Dallas,TX
Summary
Personable and dedicated Application Support Engineer with extensive experience in the Title industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Application Support Engineer
Shaddock Corporate Services
Plano, TX
05.2021 - Current
- Assist with onboarding process by configuring new employees’ profiles within the software
- Source for the implementation process of new companies joining partnership
- Answer phone calls and emails from end users and management to provide software support.
- Identified trends or patterns from customer feedback data that could be used for future product enhancements.
- Maintained positive working relationship with fellow staff and management.
- Provided technical guidance to users on application-related issues, including installation, configuration, upgrades and troubleshooting.
- Conducted root cause analysis to identify basis of application problem.
- Promoted positive customer support training experience after application completion.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
Title Support Analyst II
RamQuest Software
Plano, TX
05.2017 - 05.2021
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Handled customer complaints and provided appropriate solutions and alternatives within the time limits
- Helped customers troubleshoot issues they encountered while using the software and providing actionable tips to resolve the error.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Collaborated closely with other departments to resolve escalated customer issues quickly.
- Handled password resets, software updates and issues promptly, escalating critical problems to appropriate resources.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Mortgage Servicing Specialist
Stewart Title Guaranty Company
Richardson, TX
08.2011 - 05.2017
- Processed Order and Encumbrance, Deed In Lieu and Real Estate Owned reports for properties
- Worked closely with vendors to ensure proper delivery of reports in a timely manner
- Kept turnaround times within the green by ensuring products in the pipeline were completed as soon as possible.
- Performed data entry tasks as needed, such as updating account information in the system.
Education
Bachelor’s Degree - Business Administration
Argosy Univeristy
06.2016
Associate degree - Applied Science Business Administration
richland college
09.2012
Skills
- Communication (written and Verbal)
- Prioritization And Problem-Solving
- Organization And Planning
- Research And Analysis
- Attention To Detail
- Customer Service
- Teamwork And Delegation
- Management And Training
- Citrix
- Active Directory
- Microsoft Suite
- Salesforce
- Connectwise
- Quickassist
- Technical Troubleshooting
- User Support
- Product Development
- System Administration
- Customer Support
- Application Process Improvement
Timeline
Application Support Engineer
Shaddock Corporate Services
05.2021 - Current
Title Support Analyst II
RamQuest Software
05.2017 - 05.2021
Mortgage Servicing Specialist
Stewart Title Guaranty Company
08.2011 - 05.2017
Bachelor’s Degree - Business Administration
Argosy Univeristy
Associate degree - Applied Science Business Administration
richland college
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