Customer Service Manager

RYAN LE VALLEY

PHONE 407-***-****

• ***** LEEDS CT, ORLANDO FL 32836 •

• E-MAIL: ************@*****.*** •

SUMMARY OF QUALIFICATIONS

College educated.

Great at time management, understanding deadlines and workload priorities.

Resourceful at creating training documentation for internal use.

Exceptionally fast learner, with a drive to understand everything.

Enthusiastic team player, committed to assisting my team if they get behind in workload and assisting other departments on various tasks.

Strong initiative to take on new projects.

Been building computers since the age of 13.

Over 15 years of technical and troubleshooting experience.

18+ Years of typing experience with the ability to type 100+ words per minute (WPM).

PROFESSIONAL EXPERIENCE

10/15-08/17 SunTrust Bank

Treasury Onboarding Specialist Orlando, FL.

Duties:

Troubleshooting PC/Mac issues that conflict with treasury software.

Remotely resolving port conflicts and managing network settings

Adjusting active Microsoft services through services.msc that create potential issues with various treasury programs.

Enhance speed to revenue by understanding a client’s restrictions as well as capabilities to expedite their Treasury needs.

Ensure Service Level Agreements (SLA) are met on all products.

Act as a buffer between the Technical team and the client on complex single and multi-product implementations while breaking down proposed solutions in layman's terms.

Act as liaison between Sales Officers, Relationship Managers, Treasury Sales Analysts, 3rd party Vendors and Clients.

Actively facilitate weekly cadence meetings with clients to identify business needs, avoid potential issues and time constraints and build relationships.

Consult and collaborate with Sales Officers and clients to ensure client needs are documented accurately.

Effectively explain SunTrust’s product and service capabilities to identify potential cross sale opportunities.

Engage the client via scope meeting/calls prior to implementation of products to ensure accuracy of implemented services.

Provide Sales Officers periodic updates on active implementations and make them aware of any potential issues that could lead to the project getting put on constraint.

Ensure that any additional legal documentation is precisely filled out and procure authorized signatures via e-Sign / fax / e-mail.

Assist client with file mapping of ARP files in Online Courier, also help clients understand how to format and resolve issues for PPD, CCD and CTX - NACHA payment files.

Assist clients with formatting and the testing of 820 EDI payments.

07/14-10/15 SunTrust Bank

TMS Technical Specialist II Orlando, FL.

• Tasked to take a lead technical role for one of the largest banking solution upgrades to date: Online Treasury Manager 5.1 .

• Troubleshooting banking hardware and software issues (e.g. Check Scanners, Online Cash Manager, Online ACH Fraud Control, CheckVision ARP/Inquiry, Online Check Deposit, Online Courier etc

• Understanding complex networking issues. (e.g. disabling software that conflicts with Port 80. This includes disabling firewalls, adding exceptions to Internet Security software and identifying port conflicts using command prompt, Microsoft services and Registry editor.)

• Being proficient in Salesforce and accurately documenting technical related issues.

• Serving as a beacon of information for all new hires as well as providing solutions to veteran staff on complex networking issues.

• Proficient in obtaining legal documentation from corporations (e.g. Deposit Resolutions, User Addendum's, Treasury Mastery Agreements)

• Have a wide array of technical knowledge to solve issues for over 20 different banking products.

8/13-07/14 Apex Systems

Migration Specialist Orlando, FL.

Duties:

Subject Matter Expert (SME) for OTM 5.1

Assisting clients with a plethora of different banking solutions (Online Check Deposit, Lockbox, Online Treasury Manager…)

Was on the Online Check Deposit migration team as well as the lockbox migration team.

Took lead in training over 500 SunTrust internal clients on lockbox.

Trained SunTrust contractors on Lockbox and Online Check Deposit.

Found ways to assist other departments by creating training material documentation.

Troubleshooting hardware, software and networking issues.

Make outbound calls to SunTrust clients and procure deposit resolutions, affiliate agreements, treasure mastery agreements.

Become proficient in a multitude of bank systems (e.g. OBIQ, Passport, Salesforce etc…)

100% error free data entry.

Understanding port conflicts between windows services and firewalls.

10/09-7/13 Bright House Networks

Technical Support Orlando, FL.

Duties:

Managing customer accounts and answering billing concerns.

Remotely troubleshooting PC/Mac computer problems.

Capitalizing on up sale opportunities.

Troubleshooting in a call center setting, set-top boxes, internet and wireless related issues.

Troubleshooting Voice over Packet (Home Phone) issues.

Porting in and out of telephone numbers using OMSe and creating switches.

Customer centric customer service and deescalating customer concerns while focusing on up sale opportunities.

Consistently a top performer in the call center.

Having a vast understanding of ICOMs and CITRIX billing systems.

Achieved a multitude of Telecom related NCTI certifications.

06/08-07/09 Cablenet, Unlimited LLC

Cable Tech Pompano Beach, FL.

Duties:

Installing voice, cable and high speed internet services.

Having an understanding on how signal [MER/BER and SNR] work.

Troubleshooting PC related problems with EMTA/HSI installations.

Providing exceptional Customer Service.

Being a Team Player, and picking up jobs when other technicians are running behind.

Triple Play Certified NCTI (Voice, Video and Internet)

01/08-06/08 Amtec, LLC

Cable Tech North Lauderdale, FL.

Duties:

Installing voice, cable and high speed internet services.

Time management and problem solving.

Understanding of Phone and Alarm Systems.

Providing the Customer with a Professional Experience.

Overseeing other Technicians out in the field, quality control.

08/07-01/08 The Answer Group

Tech Support North Lauderdale, FL.

Duties:

Technical troubleshooting of both hardware and software related regarding both computers and servers.

Having a vast understanding of Multiple OS’s i.e. Vista/XP

Remotely logging into PC’s and resolving virus’.

Providing professional customer service and deescalating concerns.

EDUCATION

University of Central Florida Orlando, FL

Valencia College (AA degree w/3.85 GPA) Orlando, FL

American School (High School Diploma) Lansing, IL

REFERENCES

REFERENCES AVAILABLE UPON REQUEST

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