Darlene Bottley

Atlanta, GA aczjdh@r.postjobfree.com 678-***-****

PROFESSIONAL SUMMARY

10+ Years of Technical Support experience with focus on support of business applications

5+ Years of Technical Support experience with Human Capital Management specializing in Payroll & Time& Attendance and Benefits applications for Dayforce, Workbrain, UltiPro Time & Attendance & Ultipro- Time Manangement.

Strong analytical skills in troubleshooting complex application issues

Experiences in managing and engaging the organization customers to ensure client retention and continued satisfaction through on-going communication, proactive management of customer programs as well as keeping a pulse on customer trends.

Manage renewals and add-on license sales and product training to customers.

TECHNICAL SKILLS

Dayforce HCM, UltiPro Time and Attendance Product Suite, UltiProTime Management Solutions, Quality Spectrum Insight, Hybrid Reporter and Flowchart Designer, Workbrain, Infor Global Solutions-Order Management, Web-Top, CRM, Softrax, New Stacks, WebTop 6.0, Cognos, CRM, Applix, Crystal Reports, PeopleSoft, Oracles Financials, Lotus Notes, Microsoft Suite- Word, Excel, Access, Power Point, Great Lakes, OTRS Ticketing System.

Education

Strayer University - Business Administration, specializing in Acquisition and Contract

– Expected Graduation Date, 2016

Ceridian Corporation November 2015- Present Customer Support Analyst III

Leveraging strong analytical and problem solving skills to efficiently troubleshoot and resolve client’s application support requests quickly and accurately. These requests can be via phone call, voicemail, customer portal, or email.

Providing clients with regular and timely request updates, reducing critical situations and completing action plans.

Maintaining the highest level of client satisfaction

Prioritize work using internal guidelines, and shift focus as priorities change throughout the work day

Documents thoroughly the steps and procedures used to diagnose and resolve customer requests into the appropriate service tools.

Assisting with a wide variety of operational projects including:

Onboarding new clients

Enhancing the customer support experience

Optimizing internal processes and procedures

Testing system prior to upgrades

Educate customers on products/services teaching them regarding functionality in the products they have purchased and sharing with them information about products that can improve their experience

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Ultimate Software, Atlanta GA November 2014- Present

Time & Attendance Support Analyst

Responding to support cases\tickets submitted by Clients for technical support

Responsible for troubleshooting all issues assigned to me in order to determine a root cause and provide a timely resolution.

Tracking and monitoring escalations and perform follow up calls and provide clients with status updates

Utilizing ticketing systems to request additional documentation and information from clients to assist with troubleshooting

Run queries to determine the root analysis for an issue. What I mean by that, is we have 2 systems- 1 is our system of records that feed over into our application.

Perform GoToAssist with client to assist when troubleshooting issues

Elevated issues to various departments [SAAS Team, Tech Team, Integration Team, Second-level Support Team & Development]

I also create Articles to assist with building our team build our team’s knowledge base library

Inovalon, Inc. Atlanta GA October 2012- Aug. 2014

Product Support Analyst

Work within our Clinical Quality Outcomes department to assist with daily product support operations including customer support, product testing and support product delivery and a positive customer experience.

Provide technical support for HEDIS Reporting

Experienced in HEDIS measures and technical specifications

Update/manage team UAT environment as assigned; including backups, restores, licensing, etc.

Researches and tests recurring issues on assigned products and document all support issues using internal tracking tools.

Prioritize and manage assigned support tickets while adhering to department service level standards

s to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner and gives assistance utilizing the appropriate support information and documentation.

Assuring closure or proper escalation when appropriate, determining the most effective solution to a problem and monitor cases until they are resolved.

Attends and satisfactorily completes assigned training.

INFOR GLOBAL SOLUTIONS, Atlanta GA March 2007 – Feb. 2012

Customer Support Analyst

Promoted to manage top three software products to ensure software license keys were generated and distributed to 3rd party customers in timely fashion.

Act as liaison between company and 3rd party customers

Provide ongoing support for company call management processes

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Research and managed call center incidents, handle high call volume, resolve customer issues, generate software license keys and assist sales in confirming revenue.

Consistently meet established productivity, schedule adherence and quality standards.

Ensure that open customer tickets meet Service Level Targets within 24 hour turnaround on Urgent (Priority 1) issues.

Sr. Billing Analyst/Order Management

Reviewed contracts and orders to identify basic terms such as: billing terms; payment terms; shipping terms and legal and revenue requirements

Processed and prepared customer maintenance renewal audits.

Processed and prepared customer maintenance billing invoices accurately and in a timely manner

Communicated with customers and other employees within the company (sales, operations, client care, contracts, and finance) to assist in resolving any issues that could impact maintenance or result in the delay/non-payment of an invoice

Ensured timely and accurate completion of invoices which are understandable and acceptable to the customer

Accurately entered data in the order/invoicing systems to support quality invoicing, accurate accounting, revenue and receivable information.

Collaborated with internal customers i.e. Sales; Finance; Sales Operations; Fulfillment; and Collections to answer questions and resolve issues related to customer orders/ invoices.

Resolved customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.

Set up new accounts, maintains records, prepares reports and performs work processing assignments and related clerical duties.

Provide ongoing feedback to Collectors regarding files, performance, and improvement opportunities.

Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection industry.

Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.

Make recommendations to implement improved processes.

Assisted Cash Application department in processing and verifying credit card and electronic payments.

Assist with end of the month cash posting.

Processing Wire and electronic payments

Assisted internal and external audits with their research on payment history and invoicing.

Perform other duties as assigned by management.

Consulted with customers to resolve complaints and verify financial and credit transactions

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