Digital Experience Analyst Resume Example
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DIGITAL EXPERIENCE ANALYST
Links
- www.linkedin.com/in/tomoro-carpender
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financials Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
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Work History
Jun 2011 - Nov 2020Hartford , CT
Digital Experience Analyst / Department Of Population Medicine
- Create application enhancements for process improvements as well as incident resolution processing.
- Organize and lead business user acceptance testing to validate changes made to client facing applications.
- Create application enhancements for process improvements.
- Organize and lead business user acceptance testing to validate changes made to client facing applications.
- Worked with business groups to determine client impact of reported issues and resolved issues in collaboration with Information Technology support group.
- Proactively monitored and maintained all client service management systems for past, present and future security risks.
- Created system models, diagrams and charts for system developers to enhance overall performance.
- Released full implementation of new upgrades and fix for an Average 25 Releases with no backouts over 11 years.
- Enabled Production support for approximately 150 Incidents and problem tickets per week for the company website.
- Achieved for last 3 year, a consistent 99% performance to the 5-day service level agreement (SLA) overall for incidents and problem tickets, as well as completing 100% 24-hour SLA for all Critical issues.
- Team member at various increasing levels on the same project for 10 years.
- Started with test and implementation moved to road map and agile team s valuation and ended in production support and reporting moving into Design and build.
- Managed the incident and outstanding problem ticket reporting process which included analysis of the number of issues and site area, and weekly presentation to management.
- Additionally, escalated critical issue to management immediately.
- Coordinated business checkout for Disaster Recovery Exercise where we maintain the business planning and Return to Operation for the exercise.
Jun 2006 - Jun 2011Lyman , SC
Institutional Consultant / First Citizens Bank
- Consulted with internal and external clients regarding plan design, compliance, and reporting.
- Increased usage of online self-service tools with clients by 15%.
- Created Institutional business tester role due to need for changing and updating technology to meet ever changing business and security needs.
- Broadened improvement initiatives, troubleshooting problems for corrective action.
- Supported clients with business analysis, documentation of client interactions.
Sep 2004 - May 2006Des Moines , WA
Dealer Services Representative / K2 Technologies Incorporated
- Processed trades through National Securities Clearing Corporation for over $100M in securities trading each day.
- Performed timely completion of broker dealer related activities in compliance with firm and regulatory requirements.
- Monitored Trades and Broker Dealers for signs of fraud and compliance.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Trained staff on operating procedures and company services.
Aug 2003 - Sep 2004Newark , NJ
Client Services Representative / Internet Brands, Inc.
- Served external clients by providing product and services information as well as resolving product and services problems at point of call.
- Maintained a 4.5 on a 5.0 scale for internal quality.
- Cross-trained in 3 areas to increase effectiveness in handling and ensuring best in class client experience possible according to business needs.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Investigated and resolved customer inquiries and complaints quickly.
Education
City, State
Bachelor of Arts (BA) in CommunicationsUniversity of Alaska Anchorage
Additional Information
- LICENSES & CERTIFICATIONS, Series 63 FINRA License 2006 Series 7 FINRA License 2001Series 6 FINRA License 2000
Certifications
LICENSES & CERTIFICATIONS
Series 63 FINRA License 2006
Series 7 FINRA License 2001
Series 6 FINRA License 2000
Chartered Retirement Plan Specialist (CRPS) 2006
White Belt Drive Certification
In the Process of Attaining
CompTIA Security+ Certification
Green Belt Drive Trained
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Resume Overview
School Attended
- University of Alaska Anchorage
Job Titles Held:
- Digital Experience Analyst
- Institutional Consultant
- Dealer Services Representative
- Client Services Representative
Degrees
- Bachelor of Arts (BA) in Communications
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