1. Linkedln
Desi V. Ellis
Post Office Box 350842, Jacksonville, FL 32235
only1choice@gmail.com
SUMMARY Professional Support Specialist highly motivated with more than ten years of demonstrated success within diverse
industries. Detail oriented with strong communication and excellent Interpersonal skills. Pursuit to obtain a
“Career” within the organization where my abilities and experience can be effectively utilized to beter assist both
the Company and Clients/Customers.
EDUCATION Associate Degree, Delgado Community College, New Orleans, Louisiana
Sucessfully completed additional credited hours toward a Bachelor’s Degree, University of New Orleans
Skills and Expertise
Auto/Mortgage Personal Umbrella Insurance
Banking
Mortgage
Customer Service
Debt Collection
Dispatching
Leadership
Loan Origination
Loss Mitigation
Maintain Accounting Reports for Audits
Medicare Part A & B Claims and Appeals
Quality Assurance
Report Accounting
Research Analyst
Retail
Technical Support
Telecommunications
CERTIFICATIONS,
AWARDS and
ACCOMPLISHMENTS
Brightway Insurance 4-40 Licences
Novitas Solutions Roadmap to Success Incentives for May 2014, August & December, 100%
Quality in Critical Errors.
JP Morgan Chase was selected by Manager Donna McNaught as the Team Morale Liaison
Representative whose primary function was to advise Management of Peer’s cares and concerns
and to suggest solutions and implement “change”, team building, and also creating events to
enhance moral ultimately facilitating/sharing any Management approved changes or company
updates with the Team.
SPS Collection Certificate
AOL and Comcast Technical Support Certificates
AOL Plaque Max Q Reward for Q Champions 2003 for 90plus % individual performance ranking
for the quarter.

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SOFTWARE SKILLS
Access
Agent Desktop
AMS
CCW/Customer Care Worbench
Centers for Medicare & Medicaid Services-CMS.gov:Medicare inquiries, LCD’s/NCD’s
DX/Diagnosis and Procedure code inquries.
CheckTracker
DOD/Department of Defense Website
DRI
ER/Early Resolution
Fastrive
InforSource
Ivault
Lenderlive
LPS/Lender Processing Services Desktop
Lotus
MSP/Mortgage Servicing Package/Lending Portal
MsOffice
MsWord
MsExcel
MsOutlook
Noviatas-Solutions.com and Novitas Intranet
Oracle
Oracle/Higlas-Accounting Tool
Remedy
PeopleSoft
Windows XP/7/Vista
WordPerfect
EXPERIENCE
2015 Brightway Insurance, Jacksonville, Florida
Certified Customer Service Representative 4-40 Licensed
• Assist with personal lines Homeowners Insurance, Dwelling Property, Flood Insurance;
Personal Auto Umbrellas. Handling questions with emphasis given to the Agency Operations,
and also topics of agency formation, authority, contracts, errors & omissions loss prevention
through customer services, risk management process, and insurers.
February 2, 2014 Novitas-Solutions, Jacksonville, FL
December 31, 2014 Medicare Part B Customer Service Representive
• Analyzed/Reviewed and Researched Medicare Part A & B Billing claims and Appeals for JH,
which spans Colorado, Oklahoma, New Mexico, Texas, Arkansas, Louisiana, Mississippi and
JL, which spans Pennsylvania, New Jersey, Maryland, Delaware and Washington D.C.
Providers/Doctors or their staff would inquire why the claim denied. Gave explanation in
details of Claim status, Eligibility. Mailed P-Tans Request/Provider
• Transaction Access Number, 1st
notice: Demand Letters: Recoupments notifications; 2nd
notice: Intend to Refer: non comply consequences; Admittance Advise: explanations of
claims, Call Back Letters: when unable to reach provider by phone a letter is sent.
March 2010 - JP Morgan Chase, Jacksonville, FL
January 2013 Sr. Operation Supoort Specialist

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Reviewed/Processed mortgage accounts to ensure they met the allotted Service Level Agreement
(SLA).
Analyzed accounts to ensure they met the mortgage foreclosure criteria.
Maintained daily Excel production documentation.
Advised corporate attorneys the course of action pertaining to Chase foreclosure accouts.
Research/reviewed and Dissolved non-compliance MOD/Trial, and underwriter’s plans; and also
intermittently review Quality Assurance.
April 2009-
September 2009 WAMU/CHASE, Jacksonville, FL (Temporary)
Opener/Loan Origination
Proofing missing items needed for modifications
Assigned to the negotiator using MSP; used Early Resolution/ER tools for setting up loan.
DRA Datatbase (Fulfillment Database) to process new application or trailing documents for
several Prime Investor Modifications, Short Sales, and Deed in Lieu.
Documented production daily on Excel spreadsheet.
December 2006- SELECT PORTIFOLIO SERVICING, Jacksonville, FL
October 2008 Collector
Used MSP/Fidelity to research inquiries.
Accepted, incited and arranged payment plans to achieve current status within approved
modifications and investor guidelines.
Provided options in Loss Mitigation and processed applications via phone interview or mail sent
by Mortgagers requesting a Loan Modification, Short Sale, or Deed In Lieu.
June 2006- COMCAST/Jacksonville, FL
Novemeber 2007 Customer Executive Consultant
Trouble shooted computer online issues.
Analyzed diagnostic signals to determine if a trouble call was needed.
Assisted with billing inquiries, questions and collected payments
September 1997 AMERICA ONLINE/Jacksonville, FL
May 2006 Customer Care Consultant
Handled AOL members with billing inquiries.
Trouble shooting technical support issues.
CompuServe rebate: check authorization, and escalated situations.
Monitored both new consultants as will as existing consultants to achieve better performance and
ensured that company expectations were met.
Assisted with billing inquiries, questions and collecting payments.