Support Specialist Call Center

Michelle A Harmon

(Des Moines, IA) Professional Experience:

Global Atlantic Financial

May’05-current

(Contract position)

Project Business Analyst

Responsibilities: -

●Analyzing and evaluating the current business processes a company has and identifying areas of improvement

●Researching and reviewing up-to-date business processes and new IT advancements to make systems more modern

●Presenting ideas and findings in meetings

●Creating initiatives depending on the business’s requirements and needs

●Developing projects and monitoring project performance

●Collaborating with users and stakeholders

●Working closely with senior management, partners, clients and technicians.

Wells Fargo, West Des Moines, IA Nov’21-Mar’22

Loan Servicing Specialist 3 (Contract ended) Responsibilities: -

●Managed a workflow tool used by Financial Team members to review and process communication (e.g., compliance reporting, funding requests, etc.) from clients.

●Reviewed clients' financial statements and spread the financial statements accurately into standardized templates.

●Performed ongoing management of a proprietary portfolio management application which included a collateral database, borrowing base calculations, transaction-specific information screens and reporting tools.

●Responsible for extracting data from clients' pay stubs and W2 forms into the KTA system.

State of Iowa, Division: Iowa Workforce Development, Des Moines, IA

May’20-Sep’21

Workforce Advisor (Contract ended)

Responsibilities: -

●Took incoming calls from claimants wanting to file new claims.

●Handled 40-50 calls on daily basis related to claims and financial issues.

●Handled inbound calls from the customers and helped in resetting passwords for account access.

●Resolved claimant issues and addressed their concerns.

●Escalated claimant issues to management as needed.

●Returned claimant calls to obtain additional information and address concerns.

●Utilized Lotus notes and Google spreadsheets to log/track claimant issues.

●Educated claimants on new government stimulus programs. ● Conducted Fact Finding Interviews with claimants.

Mercer, Urbandale, IA

Sep’19-Jan’20

Benefit Counsellor (Contract ended)

Responsibilities: -

●Answered employee benefits-related questions and conducting benefit enrolments in a call center environment.

●Handled 45-50 calls on a single day related benefits issue.

●Created cases to resolve customer issues, technical problems and assisted outbound resolutions team with customer contact.

●Verified privacy and security checks in order to validate calls.

●Obtained appropriate information to process benefit enrolments.

●Provided information to assist in making benefits-related decisions.

●Maintained a positive relationship with clients and customers on behalf of Mercer.

Gap: -Candidate met with an accident and took some time off in order to recover.

General Dynamics Information Technology, West Des Moines, IA

Sep’10-Dec’15

Senior Help Desk Analyst (Full time: Left because of medical issues)

Responsibilities: -

●Responsible for providing technical hardware and software support to users in the medical industry.

●Listened, analysed, documented, resolved and/or escalated issues, while employing excellent customer service skills adhering to corporate guidelines.

●Served as liaison to application development and software quality assurance teams in identifying advanced technical issues.

●Analyzed complex data, and resolved advanced applications, corrupt databases, and data processing issues in an efficient and effective manner.

●Documented and tracked each issue (in incident/problem management system), and escalated issues that required more advanced research and troubleshooting.

●Gathered data to perform data analysis on call details and statistics to determine trends and opportunities to improve the customer’s experience.

RICS Software, Inc., Urbandale, IA

Dec’07-Sep’10

Technical Support Specialist (Full time: Company relocated)

Responsibilities: -

●Provided technical support to retail users that were having technical problems with their point-of-sale software and/or hardware.

●Performed Quality Assurance testing when new versions of software were deployed.

●Assisted users in troubleshooting network issues.

●Diagnosed complicated issues for users and escalated to Tier 3 as needed.

Education:

●High School Diploma, East High School, Des Moines, IA

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