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Manager Customer Service

Atlanta, GA
December 31, 2019

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Kitty F. Lee - 470-***-**** -


Skills: 9 + years of IT experience with concentration in ITIL. Seeking an opportunity in the Information Technology industry. Proven ability to work effectively in a high-stress and demanding work environment. Strong analytical and problem-solving skills. Energized by variety, challenge, and opportunities for professional growth. Will bring energy, organization, loyalty, attention to detail, and the ability to multi-task. Proficient in developing and implementing ITIL procedures, and controls to protect business operations, analyze issues and take corrective actions.

Strengths include:

Leadership ability: Skilled in building, leading, and influencing effective teams and promoting positive working environments. Emphasis is on leading by example, establishing clear and precise expectations, and ensuring accountability of staff.

Interpersonal and communication skills: Respectful and optimistic. Possess the ability to foster a “people first, mission always” culture and competent in building positive relationships with subordinates, peers, and superiors alike. Absolutely a team player.

Customer service: Provides excellent customer skills while producing a high quality product for vendor clients. Truly dedicated in ensuring accuracy while recording data for vendor customers

Professional Experience

Bank of America June 2010 - September 2019

Change Management - Consumer Banking - CFPT AVP Production Service Lead Supported the change management process and execution for various CFPT vendor data initiatives and information systems. Focused on creating and implementing BAC vendor related changes to improve the success of the company. Collaborated and built relationships with BAC and vendor teams on plans and activities to integrate change management processes and support project implementation. Acted as a change advocate for BAC and vendor liaison.

Bank of America

Problem Management - Consumer Banking - eComm AVP Production Service Lead Minimized the impact of problems on the organization. Assisted in detecting and providing solutions to problems

(work around’s & known errors) and preventing reoccurrences. Facilitated discussions to identify granular root cause and potential fixes through identifying the estimated time of implementation and tracking. Responsible for the completion of all follow-up items/corrective actions of Problems that have eCommerce Domain business impacts. Bank of America

Incident Management - Data Center Operations - Consumer Banking - eComm Sr. Analyst Hosted domain incident calls for the Business Technology Group. Provided excellent oral and written communication skills during incident triage. Used proprietary tools to proactively monitor, identify, and research issues. Ensured problem tickets were handled timely and efficiently. Assisted in training new analyst while also tracking monthly stat reports for the manager. Helped document new processes/procedures. Analyzed and produced daily operations reports. Displayed strong organization skills while working with internal teams to ensure a stable and secure environment.


Strayer University, Glen Allen, VA June 2011

Master Degree in Computer Information Systems majoring in Information Security Management

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