Customer Service Technical Support

OBJECTIVE

To provide excellent Client Service Support and Training where I will utilize my interpersonal, training and technical communication skills.

QUALIFICATIONS

Extensive background in customer service

Excellent written and oral communication skills

Experience in Microsoft Operating Systems, Word, Excel, Internet, Outlook

Consistently top customer service performer for Treasury Services

Thorough knowledge of overall branch and banking systems, as well as commercial/corporate banking practices

PROFESSIONAL EXPERIENCE

November 2009 to October 2017

BB&T Bank Treasury Service Division 800-***-****

BB&T Payment Solutions - Production Support March 2016 to October 2017

Develop test cases for upgrades on bank products.

Develop presentations and training documents for end users.

Perform live testing and validations of program implementations and modifications, using created scenarios and test cases.

Treasury Services - Client Support November 2009 to March 2016

Assist in bank mergers to the Cash Manager program along with other treasury products and training for new business clients.

Conduct online Webinars with clients for new enhancements.

Provide phone assistance with new and existing clients with all treasury products.

Provide problem resolution to client inquiries, on deposit equipment, ACH Direct Deposit processing issues, Positive Pay Check Fraud program.

Knowledge of all systems and products offered by the Treasury Service division

Assist with new releases and/or system enhancements supporting the end-user

Knowledge of File Transfer Protocol (FTP), Secure File Transfer Protocol (SFTP), dial-up connectivity, mainframe connectivity and Virtual Private Network (VPN) connectivity across multiple services within the Treasury Service Department.

Research and respond to clients or branch employees with issues/questions for Treasury Services.

December 2006 to February 2009

T-Tech, Transaction Technologies 704-***-****

Customer Service/Administration Support

Creation and set up of new accounts into database

Edit customer records with any changes in banking information

Answering all incoming calls to assist customers with support issues and installation of electronic check equipment

Handle return items for merchants and process through accounting system

Scheduling of customer’s software installations

2001- 2006

Maineline Technology Group 207-***-****

Client /Technical Support Administrator

Responsible for ensuring the highest level of customer satisfaction by commitment to timely resolution for all requests for Computer Support for businesses

Scheduling of all technicians appointments

Researched, resolved and responded to questions received internally or via telephone

Developed and enhanced quality support methods by implementing effective communication skills, recording all support issues into system for training

Made independent decisions and judgment calls to communicate effectively with clients, peers, and supervisors

EDUCATION

Andover Technical College

Applied Associates: Business Administration

Westbrook Junior College

Bachelors: Business Administration

Central Piedmont Community College

Certificates of Completion:

Introduction to Mortgage Lending

Conventional Loan Processing

Certified Bank Teller Program

Loan Officers Fundamentals

SPECIAL ACHIEVMENTS

3RD Quarter 2012 Olympian winner for Superior Customer Service Delivery and Outstanding Operational Excellence

2RD Quarter 2014 Olympian winner for Superior Customer Service Delivery and Outstanding Operational Excellence, including outstanding quality of work and productivity

Board elected Banking Officer - May 2015

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