Joseph Young
Customer Success Manager
Rialto,CA
Summary
Goal-oriented Tech Support, Exceptional Communications skills, interpersonal skills with internal and external audiences. Deadline-driven. Experienced Tech Support with solid background in team leadership, partnership development and software programs. Market-savvy, analytical and well-coordinated in devising and implementing plans. Capable of troubleshooting and products and services via diverse channels and consistently outperforming targets. Skilled Coach specializing in building and overseeing school programs. Background includes classroom instruction and team management. Record-winning history in [Type] as both player and coach. Considered valued asset in any sports program. Experienced [Job Title] bringing [Number] years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
11
11
years of professional experience
53
53
years of post-secondary education
Work History
Customer Success Manager, Mortgage Coach
Corona, CA
12.2019 - 10.2022
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
- Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
- Create and implement new processes to improve efficiency and customer satisfaction while reducing costs
- Collaborated with company staff to optimize working environment and customer service
- Providing "closed loop" customer service by serving as the primary liaison between the support organization and customers for issues escalated beyond Tier 2
- Aggressively cross training to improve the efficiency and depth of the overall Tier 2 Support team
- Actively participating in support process/performance continual improvement efforts
- Continually improving support knowledge resources
- Working to enable Service Desk (Tier 1) resolution of common issues wherever possible and using Zendesk and SLACK and Hobspot
- Issues resolvable via self-service or at the Service Desk (Tier 1) are consistently "pushed down" for resolution at a lower tier wherever possible
- Flagging the need for systems/service improvements which surface during support efforts
- Handling inbound calls consisting of password reset, functionality workflows, system enhancements and system defects
- Handling calls related to Training Support
- As well as closing the feedback loop back to the customer in a professional manner
Eligibility Specialist
San Bernardino County- TAD
San Bernardino, CA
10.2018 - 09.2019
- Gather records of various incomes or eligibility related information from multiple sources including computer databases
- Apply the rules and regulations pertaining to eligibility for various categories of aid programs, makes mathematical computations
- Evaluate financial data, and interact effectively with the public in the process of public assistance program evaluation
- Interviews applicants or participants receiving public assistance to obtain financial and other eligibility data and assists applicants or participants in completing the necessary documents for the initiation
- Continuation, Explains provisions of the various public assistance programs, applicable federal and state regulations, county policies
- Legal rights and responsibilities of persons applying for or participating in public assistance programs
- Advises participants of sanctions for non-compliance with the terms and conditions of initiating and continuing benefits
- Reviews and analyzes financial and eligibility information to determine initial or continuing eligibility for one or more public assistance programs, e.g
- CalWORKs, General Relief, CalFresh, Medi-Cal or others.
Compliance Manager
BANK OF AMERICA
Brea, CA
10.2016 - 09.2018
- Advises participants of sanctions for non-compliance with the terms and conditions of initiating and continuing benefits
- Reviews and analyzes financial and eligibility information to determine initial
- Analyzes available information and make appropriate disposition recommendations
- Small Business Deposit Service employee development
- Organizes, monitors and prioritizes assigned cases to ensure required case records and documents are properly filed, processed, verified and updated within specific time limits to meet the deadlines established by legislation and regulations
- Makes preliminary assessment of applicants or program participants' social situation to determine potential problems for appropriate referrals to social service staff
- Provide communicate solutions to complex card inquiries for Small Business customers
- Master multiple products and possess the ability to retain customer relationships
- Perform routine account related transactions which may involve referring customers to the appropriate line of business for products not supported by customer service contact centers
- Solve problems and investigate/resolve a wide variety of inquiries and requests that include gathering additional information, setting expectations and working with other departments to fulfill the request
- Handle escalated inquiries to resolve customer requests
- I also route, maintain and track outstanding servicing requests which will require thorough follow up
- Ongoing performance coaching that must be incorporated into future customer interactions
- This is an inbound contact center - united-states/us/small-business-deposit- servicing-specialist.
Corporate Consultant
Microsoft
02.2014 - 12.2016
- Creating and writing documents on, word programs and Excellent and spreadsheets and documents for the VP of sales, developments programs reports and letters and memos for the sales staff and management, create spread sheets highlighting problem areas
- Developing and creating business models and programs descriptions
- Liaison with private and government entities for contacts and business development models and technology user interface implementation benchmarks, marketing tree technology integration and software implementation.
Executive Mortgage Loan Officer
Peoples Bank Costa Mesa
01.2013 - 02.2014
- Assisted the manager with training and writing letters for investors and Upper management
- Process and Track payroll data for staff using Open Source Windows clone
- Scheduled meeting, prepared agendas on data system Microsoft
- Worked in the call center and take incoming and make outgoing calls using
- WINE
- Input and retrieve information from Mainframe data base Checkpoint
- Take clients applications over the phone and answering questions
- Designed and produce brochures, flyers, spreadsheets using
- Filling client packets in alphabetically a numerical system
- Maintained clear A/P AND A/R account record using QuickBooks, MS Excel, and propriety accounting software
- Write loans for clients on all types of programs including conventional loans,
- HELOC and alternative loans
- Prepare reports for closed volume using sea base system
- Collaborate with underwriter in obtaining loans for final sign off
- Organize appointments for appraisers to meet with clients.
Mortgage Loan Officer
Visterra Credit Union
02.2012 - 03.2013
- Audit on-line applications on Could systems
- Code an process applications into electronic format
- Scan documents into Canvas system
- Maintain activity logs, and run statistic reports on Power point, outlook, MS
- WORD and QL 's system
- Control Database management on Canvas and advance MS Excel system
- Review and check applications and input data into system (Canvas) Submit loans through and input data via software system
- (cloud) Read reports and make out bounds calls on Smart system
- Review and analyze credit reports, loan applications, income, employment and all documents to verify information as needed to determine borrower's ability to meet requirements of loan
- Analyzes property appraisals to determine value of collateral
- Training new staff hires
- Create call sales script for new staff hire
- Submitting and input data for loans into system
- Improving customer service and retention via training
- Proactive on setting up daily activities, reposts, calls and data entry
- Oversee Processors and investors to streamline the loans path from open to close
- Negotiate contracts for residential and commercial contracts.
Education
Bachelor of Science - Industrial And Organizational Psychology, Industrial Organizational Psychology
Ashford University
Business Administration
Argosy University
undefined
Chaffey College
Skills
Call center, OutlookPower pointCoaching, Microsoft wordData entry, PresentationsData management, ProcessorsDatabases, Program evaluationDatabase management, ReceivingDocument Management, RetailFunds, SpreadsheetsUser interfaceMACSocial media expertiseOver 3 of Zendesk experienceOver 5 years of Slack experienceOver 3 of Hobspot experienceClient relationship managementTesting and troubleshootingEmployee trainingConflict and dispute resolutionProduct or Service] supportTraining and coachingPerformance evaluationTraining and developmentAccount managementCall center operationsDataset analysisSoftware IntegrationOver 17 years in Real Estate andMortgage loans experienceOver 13 year in banking and finance
Effective communication
Verbal and written communication
Team Training
Inter-department collaboration
Client service optimization
Strategic communications
Brand enhancements
Skilled in Microsoft Office
Training and mentoring
Schedule Management
Revenue growth
Proficient in [Software]
Staff mentoring & leadership
Customer Relations
Timeline
Customer Success Manager, Mortgage Coach
12.2019 - 10.2022
Eligibility Specialist
San Bernardino County- TAD
10.2018 - 09.2019
Compliance Manager
BANK OF AMERICA
10.2016 - 09.2018
Corporate Consultant
Microsoft
02.2014 - 12.2016
Executive Mortgage Loan Officer
Peoples Bank Costa Mesa
01.2013 - 02.2014
Mortgage Loan Officer
Visterra Credit Union
02.2012 - 03.2013
Bachelor of Science - Industrial And Organizational Psychology, Industrial Organizational Psychology
Ashford University
Business Administration
Argosy University
undefined
Chaffey College