Alanscott Brockway
QUALIFICATIONS
Seasoned customer service representative with over 20 years’
experience catering to the needs of business professionals.
Congenial and professional approach to customer care has yielded
consistent accolades from employers, co-workers and clients.
Over five years at
ServiceLink specializing
in the complete REO/Foreclosure process. At American Express,
coordinated travel and provided consultative services for business
travelers from over 50 small, medium and large firms.
Specialized in pricing and coordinating complex itineraries and
ticketing for British Airways. Ability to coordinate
services with multiple clients and vendors to ensure complete client
satisfaction. Completed coursework in Computer Science and
Information Management. Extremely detail oriented with better
than average PC literacy with detailed working knowledge of
Microsoft Office Suite, including MSWord, Outlook, Excel, Access,
Publisher and FrontPage. Transferred from the business side to
Information Technology in 2009. Willing to travel and work varying
shifts and overtime.
PROFESSIONAL EXPERIENCE
ServiceLink:
Moon Township PA – February 2009 to present
Quality Assurance Engineer
·
description tba
ServiceLink:
Aliquippa PA
REO Local Market Fulfillment Coordinator
–
June 2008 to February 2009
REO Team Lead/Contract Coordinator
–
August 2007 to May 2008
REO Team Lead/Pre-Closing –
March to August 2007
REO Team Lead/Closing Coordinator
–
November 2006 – March 2007
REO On-site Representative –
June to November 2006
REO Pre-Closing Coordinator –
March 2005 to May 2006
Refinance Title Curative/Closing Coordinator
–
March 2003 to February 2005
·
Provide conscientious intermediary services between borrowers
and lenders, Real Estate Agents, mortgage brokers, asset managers,
notaries, attorneys, courthouses, tax collectors, other financial
institutions, AssetLink, and other members of the Fidelity National
Title Group.
·
Effect expeditious loan closings by ordering loan payoffs,
subordinations and releases, preparing deeds, affidavits and
settlement statements.
·
Assisted home loan refinance customers by researching titles,
taxes, judgments and liens.
·
Maintain thorough knowledge of the REO and Foreclosure
processes including reviewing and processing real estate contracts,
pre-closing, closing, post-closing and disbursing. Expertly utilize
CACTIS, Closing Link, reolink, Branch Operations, Freddie Mac’s
proprietary REO system, the Microsoft Office Suite and various
industry websites.
·
Assist Team Leads and Management by providing feedback on
operational issues, client concerns, and staff development.
·
As on-site rep, put a face to ServiceLink to a new client.
Successfully developed an impressive initial operational
relationship, coordinated meetings, trained client’s staff on
ServiceLink’s processes and use of CACTIS website, trained
ServiceLink staff on client’s processes and use of client’s
web-based REO/Asset Management system, addressed immediate queries
and concerns, provided feedback to management and sales on
operational and technical issues. Created, reviewed and maintained
workflow processes, documents and reports.
·
As Team Lead, provided mentorship to three to five team
members. Created, reviewed and maintained Pre-Closing and Contract
process/workflow, forms and reports.
·
Enthusiastically assist co-workers with minor PC issues and
Microsoft Office.
AMERICAN EXPRESS ONE:
Business Travel Counselor/Support
Agent
·
Processed an average of 35 customer calls per day, completing
new and modifying existing reservations and ticket requests for both
domestic and international travel.
·
Awarded an approval rating of “exceeds expectations” on
three consecutive annual reviews.
·
Provided mentorship and in-house training to client-care team
members, as well as other AMEX employees, regarding
operational procedures, fares, ticketing and geography.
·
Assisted Team Leaders and Management by providing feedback on
operational issues, client concerns, staff development and technical
projects.
·
Served as a member of the Quality Circle and Diversity Teams,
developing office procedures improvements and organizing events and
activities designed to enhance workplace diversity.
·
Provided technical support including fileserver maintenance,
beta testing, upgrades and quality control inspections.
British Airways Plc:
Retail Sales Agent,
Fares/Pricing Agent,
Reservations Sales Agent,
·
Served as Unit Coordinator, organizing workflow and
maintaining statistics.
·
Provided superior personal customer care to international
travelers, assisting with airline ticket reservations, car rentals,
hotel accommodations and tour packages.
·
Traveled throughout the
·
Provided internal customer support to airports, reservations
and sales staff with ticketing, fares and information technology.
·
Responded to an average of 50 calls per day, providing
customer service to returning international travelers, selling
international reservations and assisting travel agents.
EDUCATION
Coursework: Introduction to
Networking, Database Management and Visual Basic,
1996-1998
American Conservatory theatre,
San Francisco CA
Coursework: Acting and Voice,
1995-1996
New School,
New York City
Coursework: Intro to Portuguese,
Music Composition, Voice 1991
AMERICAN INSTITUTE OF BANKING,
New York City
Certificate in Banking Operations
and Supervision,
1984
Liberal Arts Coursework,
1981-1982
Intro to DOS; Marketing, 1988
John Q Public
123 Main Street
City, ST 00000
(000) 000-0000 home
(000) 000-0000 cell
myemail@domain.com