Support Specialist Customer

LaDonna Kolling, AAP

Harrison, TN 423-***-**** **************@*****.*** https://www.linkedin.com/in/ladonnakolling/

AAP (Accredited ACH Professional) with 17 successful years in account management in the FinTech industry, wor king with financial institutions. Highly skilled at customer service, customer interaction, and relationship building with internal and external clients. Experienced working within tight deadlines. Resourceful, creative, and a subject matter expert in ACH.

EXPERIENCE

FEBRUARY 2020 – CURRENT

RESELLER, Self-Employed (Chattanooga, TN)

Created an opportunity for safe employment during COVID-19, purchasing goods for resale

Monitoring market trends for high-demand items

Constantly researching vendors for sourcing at the lowest price for the highest profit

Creating listings for online marketplaces, which includes taking photos of products, determining prices, and compiling a description, all for the goal of 55% or more profit

Managing listings by answering questions promptly, delivery of sold items, and reviewing each buyer

APRIL 2022 – AUGUST 2022

CONSULTANT, Plinqit, Inc. (Remote)

Learned Plinqit application and performed customer support for end users

Performed project management role for the Zendesk installation

Completed Email channel implementation of Zendesk in 2 months

JULY 2018 – FEBRUARY 2020

SALES MEDIA CONTENT MANAGER, Fiserv (Remote)

Initially hired as a consultant to prepare a presentation for a speaking engagement; a permanent position was created specifically for my skill set

Designed visual content for difficult-to-demonstrate processes for sales and sales engineers

Worked directly with marketing to develop slides needed for company-wide templates

Created and maintained template decks based on payment type and complexity for sales and sales engineers

Developed sales and sales engineers SharePoint site and trained team

MAY 2015 – DECEMBER 2017

CONSULTANT, Self-Employed (Remote)

Continuation of marketing responsibilities at ACH Alert as a consultant

MAY 2010 – MAY 2015

DIRECTOR, CUSTOMER RESPONSE TEAM, ACH Alert (Ooltewah, TN)

Being a part of a start-up company provided me the opportunity to utilize all my skills and observe the hard work and long hours come to fruition

Additionally, titles held simultaneously: Pre-Sales Technical Engineer, Senior Account Manager, Senior Implementation Manager, Senior Marketing Associate

Developed, implemented, and monitored the Help Desk system to maximize customer satisfaction

Resolved customer questions and issues submitted via the Help Desk system

Performed in-depth demonstration of products during the sales process, including process flow discussions to determine product fit

Created processes, documentation, and presentations for application training to Financial Institutions

Performed business analyst tasks for the creation of C.O.P.S. (Credit Origination Protection Service) application, coordinated between IT and business line, created product testing plans, and led the execution of test plans

Managed a portfolio of 120 accounts, which generated $500,000 in revenue per month

Collected, monitored, and evaluated customer requirements for enhancements

Upsold add-on services to existing customers, generating incremental revenue

Developed and managed procedures for the implementation of all products

Storyboarded and created sales & training videos for products, using Camtasia and Photoshop, each generating income of $5,000

JANUARY 2009– FEBRUARY 2010

NATIONAL ACCOUNT MANAGER, Autoscribe (Remote)

Company subject matter expert (SME) in ACH

Managed top 20 accounts that produced $4 million/month

Provided strategic account direction, current product support, and up-selling of additional products

Performed on-site customer visits with the top 20 customers, including a review of historical trends and future projections

Worked closely with development teams, sales organization, and the CEO

Lowered company operating costs by over $1,000/month by implementing invoice emailing

Performed internal account reviews and increased monthly revenue by $18,000 with the discovery of services not invoiced

Participated in numerous focus groups and strategy sessions to determine the strategic direction of the company

JANUARY 2003 – JANUARY 2008

VARIOUS TITLES, MoneyGram Payment Systems, fka ACH Commerce (Remote)

NATIONAL ACCOUNT MANAGER, EPS DIVISION 2005 – 2008

PROJECT LEAD, PAYMENT STATION TESTING TEAM 2005 – 2005

DIRECTOR OF SYSTEMS & PRODUCTION IMPLEMENTATION 2004 – 2005

TECHNICAL SUPPORT SPECIALIST, BULLETSCAN 2003 – 2004

SKILLS

Adaptability

Attention to detail

Cloud computing

Collaboration

Communication: written, verbal, and non-verbal

Creativity

Critical thinking

Customer needs analysis

Customer-focused mindset

Emotional intelligence

Flexibility

Organization

Problem-solving

Responsibility

Teamwork

Troubleshooting

Trust-building

Video production

SOFTWARE SKILLS

Adobe Acrobat

Adobe Photoshop

Camtasia

MS Excel

MS Outlook

MS PowerPoint

MS Project

MS SharePoint

MS Word

Salesforce

Zendesk

EDUCATION

Computer Science, Waubonsee Community College

High School Diploma, Naperville North High School

CERTIFICATES

AAP Certification 2005, status extended until 2025

Microsoft Office User Specialist – Expert: Word,

Excel, and PowerPoint

Certified Web Master

ACHEIVEMENTS

Member of Sales Engineering Team of the Year

Fiserv Enterprise Payments 2019 & 2020

Member of ACH Alert Team Winning 2012 NACHA's

Kevin O’Brien ACH Quality Award 2012

Accredited ACH Professional NACHA 2005

INTERESTS

Sewing

Cricut cuts and engraving

DIY home improvements

Pet care

Volunteering in community

REFERENCES

Greg Adelson, President & COO

Jack Henry & Associates

Eric Evans, Digital Sales Manager

Jack Henry & Associates

Debbie Peace, CEO & Founder

ACH Alert, an Alkami Solution Team

Contact this candidate