Bo Andrada

Experience

1. Customer Success Support Implementation

   Cloudvirga

   Jan 2017 — Present

   Directly work with clients to ensure optimal satisfaction with the mortgage software• Troubleshoot and resolve issues with the software that are reported by the customer in a timely manner while maintaining excellent customer service within service level agreements• In constant communication with the customers and other staff in writing (email, Zendesk, excel reports) and/or by telephone to preserve clear statuses on the reported issues• Lead daily calls in where the team prioritizes and goes over the outstanding customer issues so that they can be reported to upper management• Act as a liaison with quality assurance, the product team, release management, and the development teams• Contain a working knowledge of mortgage compliance and regulation and apply that knowledge to help improve the software• Help develop and improve processes and procedures for the company to be more efficient and in turn, enhance the customer experience• Have a high sense of urgency while meeting strict deadlines to ensure the software is on schedule with the updates and releases• Assist in training the new hires and play an active role in the hiring process of new team members• Become a subject matter expert on the software and all its features by analyzing each new feature and how it applies and plays into the software• Wear multiple hats in where I assist in QA testing, implementation, project management, requirements gathering, etc.

Education

• San Diego State University-California State University

  Bachelor of Science (B.S.)

Skills

• Data Analysis
• Social Media Marketing
• Microsoft Excel
• Microsoft Office
• Sales
• Facebook
• Residential Mortgages
• Mortgage Banking
• Leadership
• Mortgage Lending
• Mathematics
• Analysis
• Customer Service
• Marketing
• Social Media
• Refinance
• Accounting
• Financial Modeling
• Credit Analysis
• Account Management
• Marketing Strategy
• Financial Analysis