Douglas Reid
@douglasreid
I am an experienced customer service leader and operations coordinator delivering operational excellence and exceptional client satisfaction.
United StatesWhat I'm looking for
I am a dedicated customer service leader and operations coordinator with over 15 years supporting clients and staff in both technical and service-oriented roles.
As a mortgage systems administrator I provided daily support to internal teams, developed and led user training, managed multiple internal projects, and liaised with vendors to implement technology and process solutions.
Earlier roles in high-volume call centers and senior support positions sharpened my technical troubleshooting, escalation handling, billing resolution, documentation improvement, and team coordination skills.
I'm a lifelong tennis enthusiast eager to bring my scheduling, facility operations, and mentorship experience to an assistant manager role, where I can improve member experience and foster a positive, team-first environment.
Experience
Work history, roles, and key accomplishments
Mortgage Systems Administrator
iQ Credit Union
Jan 2017 - Jul 2025 (8 years 6 months)
Provided daily systems support and user training, leading multiple internal projects that improved operational continuity and staff system confidence.
Client Service Representative II
Integra Telecom
Jan 2015 - Jan 2017 (2 years)
Delivered front-line support in a high-volume call center, resolving billing and technical issues and serving as the primary escalation point to maintain service levels.
Senior Customer Support Representative
WildTangent Inc
Jan 2014 - Jan 2015 (1 year)
Resolved technical and billing issues across multiple platforms, improved support documentation, and streamlined escalation procedures to increase team efficiency.
Senior Customer Service Specialist
Flagstar Bank
Jan 2011 - Jan 2014 (3 years)
Supported mortgage clients and back-office operations, coordinating with internal teams to ensure timely loan processing and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
BCBellevue College
Associate of Arts, English
Completed an Associate of Arts in English at Bellevue College, emphasizing writing, literature, and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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