Customer Service Support Specialist

Nina Thomas

**** **** ***, ******** ** ***** 678-***-**** **********.***@*****.***

Profile

Decisive change management professional with solid qualifications in account management and customer relationship building. Well-developed problem-solving and conflict-resolution skills. Able to achieve results through leadership, teamwork, and exceptional customer service. Advanced skills in planning/coordinating and delegating capacities. Proven talent for identifying core business needs and translating them into technical deliverables.

Experience

CHANGE MANAGER FISERV SEPTEMBER 2017 – DECEMBER 2021

·Managed the governance of Enterprise changes for ITIL and audit compliance

·Analyzed daily reports for change approvals outside of the CAB meeting

·Created/Analyzed ServiceNow dashboards to monitor change volume and product trends ahead of freeze dates

·Monitored stakeholder’s and user’s chats to resolve issues during ServiceNow upgrades

·Hosted weekly/monthly freeze CAB meetings to engage organizations for approval for their configuration items

·Supported senior leadership in communicating and implementing the overall direction of changes

·Documented/Published processes for SOP and provided training/helpdesk for stakeholders

·Presented process improvement ideas and participated in the development and testing of system updates

·Subject matter expert for Change Management process, best practices, training, and knowledge articles

·Lead for CM in support of on-boarding new clients and application releases/upgrades and migrations

·Documented change violations for non-compliance and communicated details to upper management

CUSTOMER CARE RANDSTAD/SYNOVUS BANK AUGUST 2016 – SEPTEMBER 2017

·Provided support for Synovus customers from 28 bank divisions

·Addressed issues according to established compliance standards; provided bank services and promoted products

·Resolved issues for pending requests, discrepancies, check holds, overdrafts, and service fees

·Performed research for disputes and analyzed account records to identify potential fraud

·Utilized SalesForce to monitor accounts and communicate with other bank divisions

·Activated/issued debit cards as part of EMV project

CHANGE MANAGER HEWLET PACKARD OCTOBER 2007 – JULY 2015

·Reviewed Enterprise changes for Jabil Inc. via Remedy to ensure implementation details were clear, correct approvals documented, and proposed timelines were within established SLAs

·Scheduled HP Engineers and vendors for changes and project implementations

·Created work orders for data center space, cable, power, and installation of new hardware

·Hands-on with coordination of logistics for delivery of hardware and scheduling engineers for expedited installations and relocations

·Gathered costs for submission of Purchase Orders and tracked hardware/labor for approved orders

·Hosted daily and weekly change meetings and published results to all stakeholders

·Resolved escalations between Jabil, HP, contractors, and vendors

·Ordered hardware as needed through Ariba and monitored project timelines

·Worked with Account, Sales, and PM to identify customer needs in changing environments to increase revenue and overall customer satisfaction

ACCESS CONTROL REP E*TRADE FINANCIAL JULY 2006 – JULY 2007

·Provisioned access to 60 applications for new/existing associates

·Created network groups, users, mailboxes, and distribution lists with Windows AD

·Granted access to network drives and security folders based on job function

·Monitored and completed work orders for access requests via Remedy

·Process quarterly audits of SOX critical applications and migrated ownership to the CIS dept

·Resolved helpdesk tickets for users experiencing access issues

·Created application documentation and provided training for users and team members

SALES SUPPORT SPECIALIST GENERAL ELECTRIC JULY 2004 – JULY 2006

·Provided sales support for US rental of industrial generators

·Created contracts for sales staff, coordinated equipment delivery with US depots, and dispatched drivers for emergency pickups and repair

·Produced billing reports ensuring invoices were compliant with prices set by the operations team

·Researched/resolved billing disputes and verified credit to establish new customer accounts

·Worked with the AR Dept. to resolve outstanding invoices and short-paid items

·Assigned to special projects team and provided 24/7 support during Hurricane Katrina

SUPERVISOR MAC DEPT E*TRADE FINANCIAL MAY 1998 – JANUARY 2004

·Supervised staff of Moves, Adds & Change dept in support of 1200 associates in three states

·Partnered in planning projects/changes for Finance, Engineering, Networks, Desktop, Telecom, Operations, Facilities, System Security, and HR

·Maintained Remedy changes and Ariba database to process system application rights, purchase orders, telecom, and hardware requests

·Assessed technical needs, set timeline for deliverables, and assigned resources for changes and projects

·Conducted associate performance reviews and assigned work based on change volume

·Organized/Executed three major site moves – the largest involving 600 associates

Education

COURSE OF STUDY – BA PROGRAM - ENGLISH COLUMBUS COLLEGE, COLUMBUS GA

Skills & Abilities

·Remedy, ServiceNow & Salesforce

·Windows & Unix

·ITIL Foundation

·Problem Solving

·Teamwork and collaboration

·Problem Solving

·Poised under pressure

·Excellent communication skills

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