Solutions-driven individual with experience in solving complex problems and working with cross-functional teams to increase customer satisfaction. Proactive, energetic and a master troubleshooter with a focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.
Skills
- Project Management
- Customer service & support
- Software Development (Java)
- Salesforce
- SQL
- Jira & Confluence
- Stakeholder engagement
- Communication
- Consulting
- API's
- Teamwork
- Risk management
Experience
Professional Services Consultant, 05/2021 to Current Citizens Community Bancorp, Inc. – Mankato, ,
Interact with new and existing clients and their partners to capture and analyze requirements, project objectives, and onboarding activities through go-live.
Gather clients' data, execute implementation guidelines and requirements within allocated timeframe, while providing appropriate status updates to the client(s).
Develop and setup project plans, while maintaining project documentation and providing time/effort estimates through implementation.
Identify needs of customers promptly and efficiently.
Provide on-going training and technical support to clients, while evaluating impact and analysis for future improvements.
Troubleshoot and coordinate efficient resolutions and evaluation to errors and issues found internally, or by the client.
Software Support Agent II, 06/2019 to Current Nations Lending Corporation – City, STATE,
Supported Public Housing clients having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Averaged 200 individual case tickets monthly to provide end-user support on Filemaker Pro Application and Housing Pro Software.
Researched, resolved and followed up on customer issues, averaging 98% of 100% customer review rating.
Documented repair processes through Salesforce CRM and help streamline procedures for future technical support actions.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Assisted customers with Filemaker Pro Application and Housing Pro Software technical issues via email, live chat and telephone.
Diligently followed up with customers about existing cases, informing on status and responding to questions.
Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Mortgage Loan Processor, 06/2015 to 06/2019 U.S. Bank – City, STATE,
Managed any conditions sent from underwriting departments.
Communicated with customers via telephone to answer questions, process transactions and resolve issues.
Created and completed loan submission packages.
Evaluated financial statements and contacted institutions and customers to clarify details.
Completed closing process by collaborating with attorneys, title companies and government clerks.
Upheld compliance with privacy and security requirements, as well as federal statutes covering FHA, Conventional and VA loans.
Complied applications and paperwork and double-checked for accuracy.
Checked approvals against established bank and government lending standards.
Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
Branch Operations Specialist II, 04/2008 to 06/2015 Company Name – City, State,
Performed audits of operational and financial areas to check compliance.
Communicated audit findings by preparing and disseminating final reports to Branch and District Manager.
Devised and initiated corrective strategies to improve compliance.
Presented audit results to management teams, delivering information in non-technical terms for easy understanding.
Researched and implemented best practices to improve audit results.
Cross-trained employees, enabling completion of all priority tasks during personnel absences.
Planned and executed compliance audits to check company policies, procedures and controls.
Oversaw training initiatives, which resulted in 98% internal audit passing percentage.
Certifications
Certificate of Software Development, We Can Code It
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