Sabrina Smith

Charlotte, North Carolina, United States

ad49tw@r.postjobfree.com 301-***-****

linkedin.com/in/bestsmith

Summary

With over 15 years of experience, I have honed my analytical skill sets to drive successful collaboration with stakeholders. As a seasoned professional, I excel in leading requirements calls, constructing and executing queries, managing pre and post-deployment activities, and meticulously assessing product functionality. My proficiency extends to creating Standard Operating Procedures (SOPs) and designing workflows using tools like Visio.

My mission is to transform the technical project landscape by infusing fresh perspectives and insightful approaches. I am committed to enhancing user experiences and elevating customer satisfaction. As an enthusiastic and adaptable learner, I embrace every opportunity for growth. SKILLS Communication Skills, Power BI, Contact Center, Core Banking, Mortgage, FinTech, CRM, Integrations, implementations, documentation, Visio, SharePoint, Copilot, PowerPoint, MS Planner, Excel, Word, Leadership, Thinking outside of the box, AI Ethics, MFA, IAM, Salesforce Administrator, Data analytics, SSO, DEI, Information Technology, Data Analysis, Dashboards, Reporting, Team building, KPI reporting, Compliance, API Reporting and testing, Json, PCI Compliance, Scrum Master, SaaS, CCaaS, B2B, Agile Methodologies, Business Process Analysis, AI Ethical Analysis, Multi Factor Authentication (MFA), Identity and Access Management (IAM), Use Case Analysis, Business Intelligence (BI) Experience

Senior Consumer Technology Advisor

AARP

Oct 2022 - Feb 2024 (1 year 5 months)

• Salesforce Administrator creating new and updating users, marketing templates, process scheduling, business hours, license tracking and reporting.

• Channel owner for Salesforce reporting, analytics and dashboards; Creating new data sets, building data visualization models, reporting error research and correction.

• Partnering cross-functionally in support of Salesforce and IT systems, including leadership, developers, engineers and end-users in release management, developing user stories and cases, outlining acceptance criteria and process impact.

• Testing for regression, UAT, and training environments

• Using Jira, Confluence to manage and track releases.

• Visual workflow creation for technical and business processes outlining Key Performance Indicators and API integration.

• Development of new reporting, reporting modifications and Workbench SOQL data to create new workflows and reduce manual tracking of administrative duties. Sabrina Smith - page 1

Sr. Business System Analyst

Fiserv

Mar 2021 - Oct 2022 (1 year 8 months)

• Using SQL and Netezza queries, drove program improvement based upon the Voice of the Customer

(VOC) metrics, bug reporting and correction, and natural language IVR training and tuning for IBM Watson.

• Built and executed UAT, Smoke, regression, and end to end testing.

• Leadership and participation in requirements gathering, kick-off, SCRUM meetings, Status, Change Control and Governance meetings.

• Collecting and analyzing data in support of Fiserv's contact centers (Supporting Credit Unions and Banks), IVRs, Point of Sale (POS) Systems, and user interfaces.

• Analyzing customer needs, system limits and configurations to create and improve technical and functional processes.

• Created Visio process and technical application workflows including KPIs and API integrations. Business Systems Analyst

Fiserv

Dec 2018 - Mar 2021 (2 years 4 months)

• Lead requirements calls, building Business Requirements Documents (BRD), and Acceptance Criteria

• Reviewing and translating user stories for the creation and execution of release testing in Smoke, UAT, Training, regression, and end to end testing.

• Build and run basic SQL and Netezza queries to create analytics used for the training and tuning of IBM Watson based natural language IVR.

• Creating Standard Operating Procedures (SOP), Functional Process review and process improvement, building Visio workflows for technical and process design

• Visual workflow creation for technical and business processes outlining Key Performance Indicators and API integration.

• Collecting and analyzing data in support of Fiserv's contact centers (Supporting Credit Unions and Banks), IVRs, Point of Sale (POS) Systems, and user interfaces. Team Lead - Technical Support

Antietam Cable Television, Inc.

Jan 2018 - Dec 2018 (1 year)

• Provide leadership to a team of 10-15 technical analysts and customer service agents as it pertains to Cable, Internet and VoIP services.

• Actively handled consumer calls while providing guidance to our teams during an unprecedented cyber attack

• Researched and reviewed reporting to discover attack trends and system vulnerabilities. Sabrina Smith - page 2

Business Systems Consultant

Wells Fargo

Jun 2016 - Jan 2018 (1 year 8 months)

• Lead project discovery, drafting business requirements, use cases, acceptance criteria and test planning.

• Development of functional and technical requirements and Standard Operating Procedures (SOP)

• Act as Subject Matter Expert (SME) in MARS, PMUWS, PAC2000, DART/DMS, STAMP, FTP File transmittals, drafting end-user operating procedures, process improvement, defect tracking and bug fixes.

• Build and disseminate pre and post release project reporting for stakeholders.

• Pre and Post release validations for Mortgage and Short Sale products. Implementation Consultant

Wells Fargo

May 2014 - Jun 2016 (2 years 2 months)

• Facilitate project leadership, status and deliverables meetings with active participation in change control review and release management.

• Drafting, creating and approval for system change, Standard Operating Procedures (SOP), Team Member News items and Internal Process Bulletins.

• Pre and Post release validations for Mortgage and Short Sale products.

• Soliciting business requirements, creating use cases and acceptance criteria. Business Systems Consultant

Wells Fargo

Jan 2012 - May 2014 (2 years 5 months)

• Creation and delivery of project artifacts and building reporting for all levels of leadership.

• Managing change requests, defect resolution and testing using MARS, PMUWS, PAC2000, DART/ DMS, and STAMP.

• Working with operations teams, realtors and developers to build and define business requirements and documentation.

• Auditing application FTP Transmittals.

Senior Technical Business Analyst

Wells Fargo

Nov 2010 - Jan 2012 (1 year 3 months)

• Provide cross-functional support between REO, COSS, PAS and Equator mortgage systems.

• Conducting root cause analysis, managing escalated defects and system outages.

• Acting liaison between Equator support, Project Management, SMEs, and Operations, researching help desk defects, logic and processes.

• Creating and executing test plans using Mercury Quality Center.

• Facilitate meetings regarding system changes and defects. Sabrina Smith - page 3

COMSTAR FEDERAL CREDIT UNION

Feb 2008 - Nov 2010 (2 years 10 months)

• Work in conjunction with IT to manage, upgrade and maintain enterprise-wide applications.

• Disaster recovery planning

• Create test plans and assignments for entire organization for completion of system maintenance or enhancement.

• IT Collaboration to secure and build out disaster recovery site. Electronic Services Manager

COMSTAR FEDERAL CREDIT UNION

Apr 2003 - Feb 2008 (4 years 11 months)

• Manage team of 10 consisting of call center agents and electronic services agents

• Develop best practices for all electronic services processes.

• Maintain compliance for ATM, ACH, electronic transactions, debit and credit card systems.

• Initiate full data migration for credit and debit card programs.

• Provide leadership and management of online banking products, ATMs, Plastic Cards programs, billpayer and debit portfolios.

Education

Frederick Community College

Certificate, Information Technology

Licenses & Certifications

Scrum Master Certified (SMC) - Project Management Institute Sabrina Smith - page 4

Electronic Services Manager

COMSTAR FEDERAL CREDIT UNION

Apr 2003 - Feb 2008 (4 years 11 months)

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