Customer Service Business Analyst

Michelle M Goodnetter

N**W***** Wilson St, Oconomowoc WI 53066

******************@*****.*** 414-***-****

Professional Summary

My variety of financial background from branches, customer service, pricing, and specialty areas as well as my extensive background in marketing research has given me experience in understanding customers’ wants and needs. Assisting customers individuals and business customers to make the best decisions. Areas of Expertise

BMO Harris proprietary financial software Teamwork SAP Microsoft Access Communication SPSS

Excel PowerPoint XAA

Word Detail Oriented XIM

Site 123 (web design application) Power BI SharePoint Budgeting Marketing Non-Profit

Work History – Analyst and Project Management

Financial Business Analyst II Fiserv Solutions 10-2022 to 11-2023

• Finance, Data Analytics, and Billing experience.

• Create invoices and billing from various types of contracts using SAP experience.

• Microsoft Excel, Word, Access, SAP, FIS, Power BI, PowerPoint applications

• Utilize critical thinking skills, interpersonal skills, and technical skills.

• Excellent written and verbal communication skills

• Daily initiative in a fast-paced and dynamic environment and meet required deadlines.

• Use of Fiserv DNA software to assist clients in setting up payment options.

• Creation of procedures for daily, monthly, and yearly billing processes. Senior Billing and Analysis Specialist BMO Harris 1-2018 to 10-2022

• Manage data flows and validate billing to 2,000 financial institutions.

• Update fee schedules and billing requirements for all new accounts.

• Create Monthly and Quarterly financial statements using financial modeling tools.

• Assist internal customers with business account issues.

• Maintain monthly pricing to business customers using XAA and FIS Platforms

• Daily and Monthly maintenance on business/commercial accounts.

• Knowledge of Bank products, services, organization, and banking group interrelationships.

• Use of Fiserv DNA to assist customers in making payments.

• Security fraud classes completed

Service Representative BMO Harris 7-2016 to 1-2018

• Process customer transactions accurately and timely.

• Balance assigned cash drawer in accordance with Bank directives.

• Exhibit effective follow-through and ownership in every customer interaction.

• Provide training to new Service Representatives

• Deliver Special Services (exchange foreign money, collections) Work History – Professional Athletics and Coaching Academy Director/Owner Elite Skating Academy 8-2019 to present

• Master Rated Program Management, Certified in Moves in the Field, and Group Teaching.

• Manage budget and financials of business.

• Maintain non-profit business status/needs

• Develop marketing materials to promote ice skating in the lake country area.

• Maintain skater’s database for marketing.

• Hire and train coaches for learn to skate program.

• Create websites, marketing materials and displays for programs.

• Collect and balance account registrations.

• Create budgets, projections as well as quarterly and annual reports.

• Communication with skaters and parents daily

• Maintain non-profit status for organization.

Learn to Skate Director Naga-Waukee Ice Rink 8-2017 to Present

• Develop and create new Learn to Skate Program

• Develop marketing materials to grow new program.

• Develop marketing materials to promote ice skating in Waukesha country area.

• Maintain skater’s database for marketing.

• Hire and train coaches for learn to skate program.

• Create budget and projections for each year.

• Communication with skaters and parents daily

Ice Skating Coach Self Employed 7-2005 to present.

• Train skaters of various levels and ages

• Market my skills as an instructor through social media

• Maintain coaching credentials through Professional Skaters Association, U.S. Figure Skating and Learn to Skate USA (Master Program Director, Senior Ice Dance and Certified Moves in the Field)

• Manage skaters testing, competition, and training schedules. Education

Master’s Degree: Marketing and Business. Cardinal Stritch University, Milwaukee WI Bachelor of Arts: English and Philosophy. Mount Mary College, Wauwatosa WI

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