Microsoft Suite
Britani Siebeneck
Iowa City,IA
Summary
Knowledgeable Technical Support agent with robust background in technical support roles. Provided valuable troubleshooting and resolution services, contributing to improved system performance and user satisfaction. Demonstrated expertise in diagnosing software issues and delivering effective solutions, showcasing strong problem-solving and communication skills.
Overview
10
10
years of professional experience
Work History
Technical Support Expert
Wix
07.2023 - 08.2024
- Provided technical guidance to site owners and web designers- including DNS troubleshooting, resolving editor issues, debugging site forms, restoring email functionality, and answering domain and policy questions.
- Top performer in first-call resolution rates with consistently high CSAT scores.
- Researched and collaborated with product teams to improve software based on customer feedback and streamline problem-solving and knowledge sharing.
Customer Service Representativev
GEICO
01.2023 - 03.2023
- Provided Customer Service to Policyholders, including bill pay, updating policies, answering policy and billing questions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients including 100% on all CSAT scores received.
Operations Specialist
KeyBank
08.2022 - 11.2022
- Reviewed insurance certificates and policies to meet Fannie Mae and Freddie Mac commercial mortgage standards
- Communicated with insurance agents to achieve mutual goal of maintaining updated insurance policies.
- Collected, arranged, and input information into database system.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
Underwriting Conditions Specialist
Homepoint Financial
09.2020 - 02.2022
- Enhanced risk assessment accuracy by conducting thorough reviews of credit reports, employment history, and income verification documents.
- Ensured regulatory compliance by maintaining up-to-date knowledge of industry guidelines and standards.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Developed strong working relationships with external vendors for efficient management of property appraisals and title searches.
Document Management Specialist
Hills Bank
01.2020 - 08.2020
- Maintained strict adherence to industry regulations, ensuring compliance with legal and security requirements.
- Streamlined workflow processes for increased efficiency in document management tasks.
- Performed quality control checks on loan documents.
Senior Set Up Coordinator
Zillow Home Loans
06.2019 - 10.2019
- Managed 30+ loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Estimating Coordinator
McCownGordon
08.2018 - 05.2019
- Collaborated with project managers and contractors to obtain necessary information for preparing cost estimates.
- Managed subcontractor bids on construction projects.
- Reviewed bid forms, insurance, and bonding requirements and tracked subcontractor credit and safety ratings.
Account Manager 2
Veterans United Home Loans
01.2017 - 06.2018
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Handled conditions sent from underwriting departments.
- Coordinated closing process with attorneys, title companies, and government clerks.
Account Manager 1
Veterans United Home Loans
01.2016 - 01.2017
- Supported underwriters, ensuring efficient workflow through timely submission of completed files.
- Assembled important paperwork and disclosures for borrower.
- Reduced processing time for mortgage applications, contributing to higher client satisfaction rates.
Underwriting Assistant
Veterans United Home Loans
02.2015 - 01.2016
- Served as a liaison between underwriters and other departments, ensuring smooth workflow and timely completion of tasks related to policy processing.
- Aided in training new Underwriting Assistants, sharing knowledge of company procedures and systems to ensure their successful integration into the team environment.
- Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
Education
Bachelor of Arts -
University of Missouri
Columbia, MO12-2015
Skills
- Remote Support
- Network configuration
- Incident Management
- Scripting Languages
- Customer Service
- Ticketing systems
- Network diagnostics
- DNS Management
Software
Outlook
Excel
Google Workspace
DNS
Citrix
Jira
Git
Powershell
Slack
SecurityTrails
Kubernetes
GitHub
Chrome DevTools
JavaScript, HTML, CSS
Linux
React
Timeline
Technical Support Expert
Wix
07.2023 - 08.2024
Customer Service Representativev
GEICO
01.2023 - 03.2023
Operations Specialist
KeyBank
08.2022 - 11.2022
Underwriting Conditions Specialist
Homepoint Financial
09.2020 - 02.2022
Document Management Specialist
Hills Bank
01.2020 - 08.2020
Senior Set Up Coordinator
Zillow Home Loans
06.2019 - 10.2019
Estimating Coordinator
McCownGordon
08.2018 - 05.2019
Account Manager 2
Veterans United Home Loans
01.2017 - 06.2018
Account Manager 1
Veterans United Home Loans
01.2016 - 01.2017
Underwriting Assistant
Veterans United Home Loans
02.2015 - 01.2016
Bachelor of Arts -
University of Missouri
Similar Profiles
Yotam SulomanYotam Suloman
Software Developer at WixSoftware Developer at Wix
Valeriia RysievaValeriia Rysieva
Payments Product Support Growth Specialist at WixPayments Product Support Growth Specialist at Wix
Ömer KarÖmer Kar
Digital Marketing at WixDigital Marketing at Wix