Customer Service Project

Talya Wilkinson

Norcross, GA

***************@*****.*** - 678-***-****

WORK EXPERIENCE

Conversion/Installations Analyst (Proposal Specialist)

Fiserv Inc - Norcross, GA - January 2007 to March 2014

Coordinate, prepare, and review all aspects of Request for Proposals (RFP) for client presentation.

Project leader responsible for work order assignments, including quality reviews, establishing deadlines for

completion of projects, and new coordinator training.

Provide analysis, consultation and training to new clients during application conversions to ensure accurate

data conversion and satisfied clients functioning proficiently in the FISERV system.

Manage installation schedules and all correspondence to insure project accuracy and efficiency.

Supervise all project updates via ticketing application and administer implementation and testing of products.

Interpret client's existing systems and workflows, through the balancing of conversion data.

Provide training to the client before, during and after conversion, including the correct use of the system and

on-line terminal assistance, as well as daily application balancing procedures.

Maintain adequate client contact after all installs to assure client satisfaction.

Interface with various departments to coordinate information needed to respond to RFP.

Control Systems Analyst

Fiserv Inc - Norcross, GA - January 2001 to January 2007

Provided technical expertise and resolution capabilities through the Help Desk function.

Tracked and reported on existing or impending system performance issues.

Ensured implementation and feasibility of production enhancements as requested by internal customers.

Developed ITI program workflows to client and Client Services desired specification.

Installed programs on the Unisys Operating systems and trained staff on their usage.

Reconcilement Associate

Fiserv inc - Norcross, GA - October 1998 to January 2001

Item processing for multi-bank environment.

Balancing deposit transactions.

Perform reject re-entry for in-house currency clearing.

Research adjustment requests, including federal bank adjustments, extractions, transmissions.

Customer service liaison for escalated accounts via phone, email, and fax.

EDUCATION

Business Management

American Intercontinental University - Atlanta, GA

2007 to 2015

SKILLS

Training, Data Preservation, Customer Service, Coordination, New Client Implementation & Public Relations

Help Desk Functions Project Management Relationship Management

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