Opal Lee Hicks is seeking a position in computer information systems utilizing over 15 years of experience in customer service and data analytics. She has a Bachelor's degree in Technical Management from Devry University with a concentration in Computer Information Systems and a GPA of 3.4. Her skills include Microsoft Office, SQL, Oracle, and Linux. Her experience includes over 10 years at HSBC as a Research Analyst and Senior Collections Specialist where she analyzed data and maintained high quality control standards. She is proficient in Excel for data tracking and analysis.

1. Opal Lee Hicks
Email: opalleeh@yahoo.com
Phone: 630-688-2055
Objectives
* Goal is to obtain employment in the field of computer information systems. After
successfully completed my BA degree in 2013, I seek to enhance over 15+ years of corporate
analytic & customer service skills to enrich career opportunities.
* Database Administrator
* Open to Relocation within the U.S.
Education
* DEVRY UNIVERSITY - ADDISON, ILLINOIS
JUNE 2013
* Bachelor of Science in Technical Management
* Concentration: Computer Information Systems
* GPA: 3.4/4.0
SKILLS
* Microsoft Office 2013(Excel, Word, PowerPoint, Access)
* Microsoft Project
* Lotus Notes
* Linux
* SQL , ORACLE, Object Oriented Programming, C++, Database Management
* Switchboards & Satellite Dish Operations
* Management skills and employee training
* Data analysis and Quality Control, excel dashboards
* Retentive Sales Certified “Competent Communicator” from Toastmasters International
Experience
HSBC NORTH AMERICA – Elmhurst, Illinois
September 2004 –July, 2014
Research Analyst, (April 2012-July 2014)
* Successfully analyzed data to ensure company complied with customers’ requests for disputes,
cease and desist, and possible discrepancies , within either mortgage or personal home loans
* Maintained 98% quality control while meeting compliance guidelines of 5 business days to
customers’ requests.

2. * Updated database records on multiple software programs while synchronizing customers’
addresses, contact numbers and account records.
* Familiarized with Excel by using pivot tables, V-Lookups, formulas to track collector’s monthly
production.
* Assure processes were completed on a timely manner using Excel formulas, pivot tables, v-
lookups
Senior Collections & Foreclosure Specialist(Sept 2004-March 2012)
* Managed collections on 50-250 days past due mortgage payments.
* Consistently liquidated a minimum of 90% of my portfolio while customizing solutions with
mortgage customers experiencing financial hardships. Secured payments and up-to-date
arrangements with mortgage accounts or offering exit strategy solutions to customers unable to
financially maintain the property.
* Analyzed titles, appraisals and broker price opinions to ensure making good business decisions
along with monitoring active foreclosure, tax sales, complaints and court summons.
* Mentored and trained new hires, struggling employees and managers through multiple
departments in negotiations, foreclosure policies, software usability and hands on technical
skills while structuring their approaches.
* Analyzed mortgage loans to determine foreclosure or charge-off options
* Feb 2002 & Jan 2010 4-star Award Achievements for excellence in Customer service while
exceeding monthly quotas.
* Received multiple Employee of the Month awards and 4 star nominations.
Nextel/SPRINT- Temple, Texas
July 2002 – September 2004
Retention Specialist
* Performed a variety of complex customer service functions that included resolution of billing
disputes, account activation, account changes, IT issues surrounding call completion difficulties
and handset features, product including rate plans, supplemental features and general service.
* Consistently saved more than 90% of portfolios of both consumer and business accounts from
churn (changing cell providers) and disconnection.
* Mentored newest employees in providing on-the-job-training.
* Trained as a unit manager
* Business to Business sales knowledge
References
* Brian Howell TV FOX 59, Indianapolis, IN 317 418 4339
* Virag Masuraha PNC Bank, Pittsburg, PA 412 762 4006
* George Engel HSBC Elmhurst, IL 630 606 5407