Service Manager
Resume:
Sheryl L. Gray
Lawrenceville, GA 30045
Home: 678-***-**** Mobile: 678-***-****
*******@*********.***
PERSONAL SUMMARY
A committed and self-motivated individual with an outgoing personality and the ability to develop relationships with key
business clients and colleagues with over 17 years of experience in the banking and financial industry. Possesses a proven
track record of building long-term relationships with clients ensuring value are provided to their businesses.
Core Competencies:
Vendor Management * Implementation *Process Improvement *Six Sigma *Compliance and Risk Assessment *Training
* Project Management *Change Management *EFT *Data Transmissions/Secured FTP platforms * Strong Computer and
Technical Skills
CAREER HISTORY
NCO Financial Systems, Inc. Norcross, GA
RELATIONSHIP ACCOUNT MANAGER March 2000 – August 2014
Responsible for high level financial client relationships budgets and all service level agreements (SLA) related
administration duties including identifying new business opportunities and capitalizing on them. Serve as primary contact
and liaison with responsibility of client satisfaction, maintaining client communication and management of client
relationships.
• Serves as primary management contact and client liaison during delivery for all business including IT related
inquires for assigned client geographic locations.
• Documents the scope of service and compensation in a Client Service Agreement/Statement of Work by working
with legal and negotiating with client to execute contracts.
• Manage and support SFTP and collection software technical business aspects to identify root causes reducing
reoccurring financial impacts.
• Scope and manage projects include but are not limited to new interface or changes to existing system interfaces,
upgrades and new client implementations including supporting development and testing.
• Drive impressive improvements across the business as a result of implementations increasing revenue quarterly
basis by 35%.
• Responsible for pre and post EFT software implementation support for software upgrades including providing
training and developing procedural documentation.
• Improve client satisfaction by 25% within three months with establishing scorecards, measurements and process
improvement plans.
• Able to troubleshoot and resolve high complex SAP software problems to all client requests within 24 hours of
submittal.
• Handle multiple business projects with different deadlines/levels of urgency.
• Lead weekly, monthly and quarterly business reviews with clients to present overall results.
• Facilitates communication and training between the client and the service team members locally and nationally
through Web-Ex.
• Explore and influence improvements to processes and tools that will achieve better outcomes for internal and
external customers.
• Studying the current business trends and implementing changes in the business policies and strategies.
• Introducing new technology changes in the ongoing projects and in the functioning of the organization.
• Submit Change ticket request to ensure quality of deliverables and enforcement of critical deadlines through
effective communication.
TSYS Total Systems Services, Inc. Columbus, GA
Client Services Analyst February 1997 to March 2000
Responsible for managing client relationship (Nations Bank/Bank of America) including fulfilling all service level
agreement requirements.
Responsibilities:
• Worked on various projects for developing and designing credit card platforms.
• Drafted and delivered quarterly performance business reviews.
• Developed Management Reporting to show overall performance trends.
• Partnered with IT developers with system enhancements and improvements with system platforms.
• Served as key player for client remits and invoices (accurate transaction processing).
• Produced productivity reports to track monthly issues including reports to measure generated revenue.
• Conducted daily, weekly and monthly calls to review performance and resolve issues.
• Served as End User Training Coordinator for Issue and Problem logs.
• Managed high volume of end user support to client processes with responsibility for insuring 100% client satisfaction
including meeting and exceeding service level agreements.
TECHNICAL SKILLS:
Applicant Tracking System (HRIS), Adobe, SalesForce.com, Web Design, Web-Ex conferencing, Skype, Windows
Explorer, SAP,IBM/AS/400, EFT, Secured FTP, Microsoft Office applications (Word, Excel, Power Point and Project
Office, Visio, SQL Forms SQL Menu, SQL Reports, Lotus Notes, Outlook, NextGen, Collection software systems (JST,
CLS, CUBS, COGENT and Proprietary).
Education
Virginia State University
Bachelors of Science Degree in Public Administration
REFERENCES Available on request.
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