escalated onboarding support analyst tier ii resume example

Support Business, Government and Public Sector FED projects through order processing, onboarding & migration support as well as account maintenance. Complete specialized and complex projects related customer requests requiring extensive research and strategic thinking. Leverage strong cross functional partnerships with multiple organizations to establish project processes to drive complex issues to resolution. Participate in planning and development of transformational projects as assigned to drive increased self-provisioning and enrollment in mobile device management options. Display Code of Conduct guidelines and participates in an inclusive environment. Provide expert level to develop innovative approaches to complex objectives with first contact resolution obtained through written, verbal clarification and direction to internal/external customers related to corporate accounts. Perform account analysis on resolutions regarding WFM escalations. Maintained performance requirements on all order processing procedures, account maintenance transactions, and related compliance requirement with in-depth knowledge level. Help create and support change, innovation in area of the business, promote greater value for customers, shareholders and employees.

• Documented and tracked cases in system, updating details for repeat support requests.
• Identified and resolved issues to maintain connectivity and minimize downtime.
• Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
• Responded to user inquiries about hardware and software, explaining features and resolving questions.
• Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.

Discounting Quality Assurance Analyst Served as a key facilitator working to enhance the 1st Line of Defense for discounting processes by ensuring greater compliance with legal/regulatory requirements. Maintained a 1% margin of discrepancies year over year between the 2nd Line of Defense. Completed on average 240-290 monthly assigned territory funding packages within a designated time frame to meet month-end reporting for 2nd Line of Defense. Identified gaps/errors which resulted in procedural changes/upgrades for titling actions on leased vehicles. Populated reports in SharePoint and documented results of reviews. Reviewed opportunities with management during calibration with Business Center Funding Teams and offered suggestions for improving future results as appropriate. Conducted purchase offering review identifying gaps/errors and Truth in Lending Review in addition to satisfying the Regulation Z(Retail) and Regulation M(Lease) requirements. Worked in coordination with the 2nd Line of Defense and assisted with various projects as required.

Other Positions held during tenure at Ford Credit:

• Role Model/Subject Matter Expert January 2015 to March 2016 - Assisted and supported management with Customer Service Department administrative functions, maintained various databases and analyzed reports efficiently.

• Team Lead January 2000 to January 2015 - Managed a team of 8-12 employees through coaching and training; developed employees individually while creating a culture that ensured a Customer Service mindset were maintained in the service center.

• Customer Service Representative October 1987 to January 2000 - Special Team assignments in the Total Loss, Bankruptcy, Skip Tracing, Dealer Service Departments, Audit Specialist.