Service Representative Customer

SALLY L. JOHNSON

Dallas, TX ***** 929-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

I have fours experience working in IT Consulting companies improving operational processes and developing/enhancing capabilities.

Specialize collaboration and support client’s needs into new technology solution. Met client’s objectives increase sales and growth for business. Core competencies include:

-Agile -Business Process Improvement -Client Support

-Analytical Skills -Client Data Management -Account Management

-Business Analysis -Customer Relationship Management -Effective Communication

EXPERIENCE

Infosys Richardson, TX Jan 2022-August 2022

Business Development Executive

Provided technology solutions to clients to improve product quality and build off existing offerings.

Maintained a knowledge base of the evolving product offerings, and improved client retention by 9% by proactively recommending new offerings to existing clients.

Responsible for new sales and existing client growth.

Established CRM to increase sales, improve sales forecasting, and enhance account tracking boosting efficiency by 25%.

Managed 45+ outbound call and 60+ inbound calls daily.

Receive positive feedback on QBR (Quarterly Business Review) from clients meeting expectation.

Accenture Las Colinas, TX August 2018-Dec 2021

Senior Consultant Analyst- Below are various projects ranging from core conversion to standard project management roles with premier industries.

Service Delivery Practitioner

Managing workstream, monitoring team performance and report metrics. Reviewing, process, validate, and respond to payroll request using client Oracle cloud-based system.

Support payroll accounting specialist by providing training and serving as backup to complete daily tasks.

Provide systems support to team who has responsibility for payroll accounting and GL reconciliations.

Execute processes to meet monthly SLAs Support payroll services.

Help enhance and improve client payroll processing system resulted correcting over 100 credit wage requests.

Business Process Designer

Support Paycheck Protection Program loan underwriting to cultivate client relationships.

Spearhead client journey into digital banking through use of Salesforce nCino loan platform. Analyze and manage loan risk by calculating metrics required to apply for PPP (Paycheck Protection Program) loan.

Provide timely and professional service to customer condition to the client’s business performance.

Develop domain and analytics experience to deliver business approach through operations excellence to ensure client satisfaction in all deliverables. Resulted providing $344 million loans successfully designed to directly helped over 150k people across over 33k small businesses by providing much needed capital using client cloud-based banking operating system and improving processing meeting client satisfaction.

Business Process Designer

Supported COVID-19 Pandemic project contributing to address more than 600,000 unemployment claims.

Contribute to enhance and continuously CRM improvement process and protocols.

Identifying and escalating ideas for improving customer service design.

Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 19%.

Handling over 100+ inbound calls helping claimants process unemployment claim.

EDUCATION Mercy College, New York, NY

Master of Business Administration, Finance Feb 2016 – Aug 2017

Bachelor of Science, Behavioral Science Sept 2013 – Dec 2015

CERTIFICATION

Northernwestern University (Kellogg) certified Data Driven Consulting (DDC) Virtual Program, 2019

Contact this candidate