Professional Experience Technical Support

Ivy Brown

Fairburn, Ga. *****

PHONE: 816-***-**** ******.***********@*****.***

Professional Summary

With more than 13 years of professional experience and knowledge in the banking industry. Mentoring, leading and training are just a few of the many goals that have been accomplished throughout my career. Highly recognized for improving departmental efficiencies and operating policies procedures. Effective contributions to projects with a varying degree of depth and scope. Having the ability to multi-task while maintaining primary focus on priority clients and assignments affords the organization a dedicated individual.

Professional Experience

UMB Bank - Kansas City, MO

Senior Program Analyst (2011-Present)

Duties and Responsibilities

Subject matter expert and the go to person for program administrators. Perform research; provide consultation and solutions for State and Government complex programs. Serving as the lead for issue escalations and primary point of contact for technical support.

Daily task and assignments include managing client expectations as they relate to issue tracking and problem resolution. Responsible for gathering data for onboarding and leading teams on the more complex issues. Act as the liaison between the client, bank and stakeholders which allows a more proactive approach. Accessing the needs of our clients by Scheduling client visits, communicate via phone and email. Engage internal partners of all levels across the organization to ensure expectations are met.

●Administers client profiles and access controls for the banking software that is used to manage client accounts

●Build and lead cross functional teams that are able to anticipate and deliver solutions to meet client expectations

●Work closely with the product and project teams in order to maintain continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project

●Assist with and identify necessary contracts and contracts renewals timing.

●Schedule regular client visits and account reviews to discuss service and usage needs.

●Identifies areas where revenues are shrinking and formulate strategies to reach out to clients to retain the relationship

●Provide strategic advice and help solve technical issues by working closely in a consultative role with key clients

●Identify new opportunities with existing and /or new products and services

HealthCare Services Relationship Manager III (2005-2011)

Duties and Responsibilities

Manage Medical Savings and Health Savings accounts. Primary contact for assigned portfolio to ensure that the best in class relationships are maintained. Create and maintain accurate documentation for processes and procedures. Developed and executed account strategy while assisting clients with their business needs working with appropriate points of contacts of the organization. Acted as a primary decision maker on behalf of the bank and clients. Assist clients with posting high monetary deposits, reversals, retrieve of ACH, EFT and wire transfers, demographic updates, officer/branch updates and title changes.

Effectively communicate and provide solutions to client to set up the appropriate employee accounts while working with the sales group and implementation team after the company has been approved. Gather revenue information by submitting monthly, quarterly and annual billing reports for review. Research client issues and set expectations for resolution of issues that have been escalated from the Client, relationship managers I and II as well as service center agents.

●Provided regular input on all account activities, including status and call reports on an ongoing basis

●Ensures that all processes and procedures are in place and reviews are efficiencies for both internal and with client

●Conduct strategic account reviews regularly to review service needs, usage and business trends

●Learn and maintain in-depth knowledge of client's business, products and technology needs

●Involve teams in creation of client plans while maintaining high levels of motivation

●Build and manage internal/external relationships involving all stakeholders and influential bodies

●Communicate client's goals and represent the client's’ interests to the appropriate teams

Technical Skills

Proficient skills in banking software include, but not limited to:

Hogan

FDR

RDS

InCommand

Clientlink

Intellilink

PeopleSoft

Microsoft Office Suite

Education & Training

Metropolitan Advanced Technical High School Graduated 1997

Wright Community Career College --- Overland Park, KS 1998 to 1999

Professional enhancement and training

Franklin Covey’s “The 7 Habits of Highly Effective People” Workshop 2013 and 2014

Key to personal success “True Colors” 2014

Travis Bradberry & Jean Greaves “Emotional Intelligence 2.0” 2014

Diversity and Inclusion Team Member 2005 to Current

Emerging leaders program 2011 to Current

Annual compliance training classes

UMB University Courses

●Leadership Essentials

●Building client relationships

●Effective time management

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