Service Analyst
Resume:
Charisse Collins
Sterling Heights, MI 48310
****************@*****.***
http://linkedin.com/in/charisse-collins-jones-27a7942a
Objective
To succeed in an environment of growth and excellence and earn a job which provides job satisfaction and self-development and helps to achieve personal as well as organizational goals.
Summary
Extensive experience in technical support both in desk side and helpdesk positions
Education
Associates of Applied Science in Computer Information Systems
Remington College Maple Heights, OH 2002
Certifications
CompTIA A+
Microsoft Certified Professional (MCP)
Skills
Problem-solving
Documentation
Customer service
Technical support
Active directory
Server admin
Service desk
Phone chat and email
Goal-oriented
Work Experience
TCF BANK, Troy, MI
September 2020- present
Business Client Support Analyst
Provide high quality client support by responding to incoming contacts from both internal and external Business, Municipal Banking, and Treasury Management clients.
Assist in meeting department Service Levels and minimizing client wait times through proper time management by adhering to scheduled shift start/end times, lunch/break duration and personal time allowance.
Collaborate with the Treasury Management Sales and eBanking Operations teams to follow up on new client setups and maintenance requests.
Provide outbound training and technical support for new users, and continuing education for existing users, with regard to Business eBanking, ACH Origination, Wire Transfer, Remote Deposit, etc.
Ensure quality tracking of client interactions and feedback through proper use of the client contact tracking system.
Prepare required documentation for client maintenance requests ensuring all compliance requirements are followed.
Collaborate with various business partners and operations departments to resolve complex and/or sensitive client issues and escalate client impact issues requiring immediate attention.
Actively participate in corporate and department initiatives to increase revenue, grow business, and maintain compliant practices.
Proactively share observations and client feedback to improve client experience and processes used to support it.
Maintain a thorough knowledge of Treasury Management applications such as Business eBanking, ACH Origination, Online Wire Transfer, Remote Deposit and Lockbox services.
Demonstrate proficient and professional verbal communication skills.
Develop new and existing client relationships through client training, offering creative solutions, and need-based cross-selling of additional products & services
Comerica Bank, Auburn Hills, MI
April 2020-July 2020
Call Center Representative
Handle general customer inquiries
Consumer transaction history, online account assistance, account related activity and account verification.
Use problem solving skills, paired with knowledge of Comerica procedures, to communicate solutions to customers
Refer interest and product-related products
Document case details in a thorough, accurate manner
Document and perform customer account maintenance
Meet and exceed customer satisfaction expectations
Ford Motor Company, Allen Park, Ml
November 2016 to March 2020
FordPass Advanced Guide
Reporting daily to operations team and client.
Taking supervisor calls and assisting guides on calls as needed.
Diagnosing issues and providing resolutions via phone, email as well as chat.
Owning escalated cases and member experiences until resolved.
Communicating with Tier 2 and above to resolve member issues.
Ford Motor Company, Allen Park, Ml
November 2016 to November 2017
FordPass Guide
Provided insightful advice and a direct support to members in need.
Diagnosed issues and provide resolution with guidance, via voice, email or chat.
Partnered with legacy app owners for troubleshooting and resolution.
Owned and provided positive member experience from beginning to end.
Ford Motor Company, Dearborn, Ml
September 2016 to November 2016
Business Analyst
Received inbound calls and warm transfers to handle technical questions on the In-Vehicle Technology system.
Provided excellent customer service and correct information to callers within the service level guidelines expected.
Used troubleshooting techniques and tools to accurately identify problems and apply the most effective solution for identified problems.
Documented the call and subsequent outcome in FMC360.
Ability to maneuver through various systems to provide the customer with prompt, courteous and determined the appropriate route for escalating complex issues based on the type of expertise required.
DTE Energy, Detroit, Ml
May 2015 to September 2016
Helpdesk Analyst
Demonstrated working knowledge of current technology to support various platforms and applications
Knowledge of both inbound and outbound service desk processes.
Demonstrated customer service skills such as patiently seeking to understand customer's issue and situation, providing workarounds, proper follow-up, and status updates.
Ability to remain organized while performing multiple tasks
Followed directions from management and Senior Analysts.
First point of contact in all computer hardware, software and telecommunications incidents and requests.
Identified and escalate issues requiring urgent or immediate attention.
Analyzed complex hardware and software problems to determine the most appropriate solution.
Performed and documented technical troubleshooting from a variety of sources -- phone, email, chat, and self- service.
A self-motivated achiever who gained satisfaction from providing excellent customer service.
Kelly Services/Kelly Connect, Troy, MI
March 2013 to December 2014
Flex Trainer (Work at Home Agent)
Implemented training sessions for the new advisors and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.
Continuous education training of tenured advisors/ Team Leads on updated and new processes and procedures
Work at Home Agent, Troy, MI
May 2010 to December 2014
Quality Assurance Analyst
Verified compliance of call center activities with the prescribed rules and regulation.
Taken corrective measures in case of discrepancies.
Forecasted several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation of quality in work
Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers.
Guided non achievers on ways to improve work performance.
Monitored the daily functions of the call center and ensure smooth operation of all activities.
Taken initiative to resolve issues, if any.
Identified areas and opportunities to upgrade quality standards within management processes and systems
Daily hands-on engagement and in-the-details involvement with their assigned teams
Provided feedback to the management team regarding performance trends and training recommendations to ensure quality service
Quality training of Team Leads, Lead assistants and advisors as needed according to Client specifications.
Quicken Loans, MI (Contract)
July 2009 to December 2009
Vendor Analyst
Was responsible for obtaining specific documentation needed to close loans from companies or individuals outside of the company.
Documentation included appraisals, payoffs, subordinations, homeowner’s insurance and verification orders to vendors in all 50 states.
Researched information online and internally related to files.
Obtained the status/ETA of vendor docs.
Contacted/utilized resources, online and otherwise, to obtain information in order to complete an order.
Created/maintained relationships with vendors for on time delivery, reliable status response and geographic coverage.
Tech Team Global, Southfield, Michigan
January 2006 to January 2009
Technical Support Representative
Assisted with the overall smooth flow of the desk by performing some of the following :
Worked as an evening and weekend resource agent.
Ensured proper quality assurance of the agents to endure policies and procedures of the client are met, with proper feedback to the client as well as management.
Tracked of issues on the floor, answer the emergency phone Manage retail store networks and servers.
Troubleshoot analysis with Windows XP and 2000.
Remote OS installation using Norton Symantec Ghost.
Remote accessing retail, field locations, and corporate employee's computers to resolve issues Microsoft Active Directory, Computers and Users administration.
Provided support for over 700 corporate laptop Users Blackberry server administrations.
Oversaw services and administration for Citrix users Account administration over As400 Server.
Contact this candidate