Melissa Tavarez Software Engineer

Information Security Analyst

First American

May 2021 - Mar 2023 (1 year 11 months)

First American Financial Corporation is the premier provider of title, settlement, and risk solutions for real estate transactions. With its combination of financial strength and stability, innovative proprietary technologies, and unmatched data assets, the company is leading the digital transformation of its industry. Responsibilities:
•Ability to apply cybersecurity privacy principles to organizational requirements (relevant to confidentiality, integrity, availability, authentication, non-repudiation).
•Secure SDLC Process.
•Provides security assessments of applications and other software to make information more secure.
•Develop security strategies and guidance documentation that drive the strategy.
•Continu

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Corporate Account Specialist

ERC Enterprises

Apr 2020 - Mar 2021 (1 year)

Offer a full-service, end-to-end contact center solution across every aspect of the customer journey. Spanning domestic, nearshore, and international locations, we are one powerful team, dedicated to delivering the best customer experience and results possible on behalf of our clients. Software Engineer Responsibilities:
•Data mining.
•Project-base, business-improvement role. Help guide businesses to improve business processes and efficiency in Salesforce. Elicit, document, and analyze requirements around business challenges, and produce data-driven solutions.
•Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
•Coordinate with Level 3 support

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QA Specialist (Internship)

ERC Enterprise

Sep 2019 - Mar 2020 (7 months)

Offer a full-service, end-to-end contact center solution across every aspect of the customer journey. Spanning domestic, nearshore, and international locations, we are one powerful team, dedicated to delivering the best customer experience and results possible on behalf of our clients. Responsibilities:
•Create test plans, scenarios, and test cases according to project specifications / User Stories.
•Analyze, understand, and review the products' functional and non-functional requirements and identify gaps and inconsistencies.
•Execute defined test cases (manually or automated) and analyze the results.
•Ensure the quality of the solution being delivered is up to expectations of all stakeholders.
•Report and mana

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Technical Support Specialist

ERC Enterprise

Aug 2019 - Mar 2020 (8 months)

Offer a full-service, end-to-end contact center solution across every aspect of the customer journey. Spanning domestic, nearshore, and international locations, we are one powerful team, dedicated to delivering the best customer experience and results possible on behalf of our clients. Responsabilities:

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Operation Manager

DR OCEAN ENTERPRISES

Sep 2018 - Jul 2019 (11 months)

Responsabilities: Coordinates and supervises the daily activities of business support, technical or production staff in an assigned area Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors. Responsible for leading the physical inventory project at the facility.

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Lead Sales Engineer

Jan 2017 - Aug 2018 (1 year 8 months)

Responsibilities:
•Manage the customer care process.
•Prepare and execute product demonstrations for prospects and existing clients online.
•Subject Matter Expert (SME) to Call Center Operations as well as internal customers.
•Point of contact for developing Call Center programs for potential clients.
•Point of contact for existing clients
•Participate in calibration sessions with and about potential clients.
•Work collaboratively with Business Development and Marketing teams to create innovative Customer Service Solutions.

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Sales Support Engineer

Jan 2015 - Jan 2017 (2 years 1 month)

Responsibilities:
•Oversee the completion of various high priority projects and tasks, including escalated/executive sales complaints; Corporate (CEO) sales complaints; Early Termination fee reimbursement processing; win back sale validation/auditing; retention sales quality assurance call review; and other high-level reports/tasks, as assigned.
•Motivate, train and mentor a team of 8-12 coordinators; ensure that departmental standards in quality and productivity are met on a consistent basis.
•Create and update performance metrics to track productivity and efficiency.
•Oversee the use and maintenance of various shared emailed accounts, as well as database of saved documents and reports.
•Complete a monthly ana

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Software Engineer

•Work with end-users to provide technical support and assistance for technical, software and hardware problems.
•Helping troubleshoot software problems and provide actionable tips to resolve the issue.
•Sending technical documentation to customers and end-users.

Melissa Tavarez

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Melissa Tavarez

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