Timothy Andrew Fielder

Current Responsibilities

• Submission of digital platform product scripts to third-party providers
• The ability to change with evolving program structures and policies
• Enhanced digital operations efficiency by streamlining processes and implementing automation tools.
• Developed comprehensive project plans for digital initiatives, resulting in timely and successful completion of projects.
• Evaluated and implemented new technologies to improve operational efficiency, reducing manual workload for the team.
• Process, track, and update new Policies and procedures for team implementation.

Previous Role Responsibilities

• Gather and verify loan documentation submitted by applicants
• Identify, document, and correct errors in client documentation, loan processes, and programs.
• Take inbound calls for all customer verification purposes and risk assessments.
• Walk customers through product use, navigation, and completion of applications.
• Monitor and review applications for quality and error correction among team associates.
• Review income for auto loans received as fast funding requests from Dealerships.
• Responded to customer calls and emails to answer questions about products and services.

• Managed high-end clients from start to finish with obtaining Visas for over 50+ countries. (Clients include Boeing, L3 Technologies, and Lockheed Martin)
• Frequent interaction with the Embassy, including Iraq, Afghanistan, Kenya, Saudi Arabia, and many more, to build up rapport and help ensure all visas are processed with the highest urgency.
• Managing all client liaison officers to ensure all are fully trained and aware of their job requirements.
• Individual and group training sessions are performed as new updates from the company and embassy arise.
• Enhanced company reputation by consistently delivering high-quality solutions tailored to client needs.

• Maintained 11 individual markets supported by OrderUp simultaneously
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas needing improvement.
• Areas monitored included restaurant interactions, customer phone & chat support, Driver Support, and Market Owner cross-communication
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Developed process controls and metrics for daily management of the call center.

• Trained for unit combat support in first-aid, land navigation, and team reconnaissance
• Professional linguistic training in Korean language, culture, and society
• Trained in de-escalation and communication tactics as an interpreter
• Maintained confidential classified and unclassified reports utilizing information assurance compliance and policy standards.
• Assisted in creating high-level intelligence briefs for senior-level personnel.

• Resolved complex technical issues for customers through in-depth troubleshooting and diagnostic procedures.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network problems.
• Enhanced system performance with regular maintenance tasks, including software updates and hardware
  upgrades.
• Maintained accurate documentation of all support requests, resolutions, and follow-up actions, contributing to a well-organized IT department.