Support Analyst Customer Service
Resume:
Kennyatta Semja Hewell
City: Columbus, GA Cell: 706-***-**** Email: ******.*********@*****.***
EXPERIENCES
Case Management Analyst II (Temp), Cognosante 12-2022 to present
Understand and properly use and interpret various federal policies, regulations, and systems in response to consumer inquiries about marketplace enrolment issues.
Participate actively in business decision-making by offering qualitative feedback, recommendations, and discussing “what-if” scenarios
Contribute to workflow investigations, business procedures and process improvement.
Collect data from several proprietary data sources, remediate and effectively run decision matrix using the Case Analysis Tool.
Triage, adjudicate and escalate individual cases requiring advanced subject -matter expertise.
Creating a detailed case analysis, outlining problems, opportunities and solutions.
Utilization of Case Management software; CERRS for data reconciliation and reporting requirements necessary for resolving discrepancies for Internal Revenue Services, Centre for Medicare and Medicaid.
Relationship Banker, Bank of America Columbus, Georgia 04-2022 to present
Develop new leads and drive sales opportunities through cold calling, networking and partnerships.
Perform teller duties, process daily reports, meet and exceed sales referral goals, manage ATM balancing and maintenance .
Qualify potential members for membership by opening checking accounts, savings accounts, IRA’s, CS’s, and processing loan applications.
Manage application of cash, wires, letters of credit, ACH, and return items to A/R ledger systems.
Uncover banking products such as loans, credit cards, CDS base on what customers needs are.
Provide clients with demonstrations on various banking products, including but not limited to: online and mobile banking and ATM.
Financial Services Technician, Sunoco Franchise Columbus, Georgia 07-2019 to 12-2021
● Performed in-depth financial analysis of inter-related accounting, logistics and computer file systems concerning pay, account payable and various entitlements.
● Scheduled, ran, analyzed financial system reports and prepared tax reports
● Calculated employee wages from time cards and submitted payroll registers for payment
● Verified, allocated and posted details of business transactions to subsidiary accounts in journals or computer files from documents, such as sales slips, invoices, receipts, unit reports, check stubs and computer printouts.
Technical Support Analyst, Sutherland Global Services Kingston, Jamaica 09-2016 to 03-2019
Developed and executed quality strategies for new technical disputes and system issues
Liaised with other departments to minimize people risk through compliance testing.
Diagnosed customer problems and resolved technical issues with comprehensive solutions.
Collaborated with on site technicians to fix issues that couldn't be resolved remotely
Performed daily tracking and wrote daily reports on user experience risk and team morale
Evaluate user requirements, address technical problems and work with IT and engineering staff to provide solutions.
Aid in the resolution of LAN, WAN, desktop computers, internet connectivity and installation of hardware and software
Update and report external client issues.
EDUCATION & SKILLS
The University of Arizona Global Campus 10-2022 to 05-2024 Masters of Business Administration
Corporate Finance Institute Vancouver, Canada 06-2021 to 05-2022 Certifications: Financial Modeling and Valuation, Business Intelligence & Data Analysis, Capital Markets & Securities Analysis, Commercial Banking & Credit Analysis
University Of The West Indies Mona Kingston, Jamaica 09-2016 to 06-2020 Bachelor of Science: Banking and Finance
Tools: Deltek, Talkdesk, Microsoft Office; PowerPoint, Excel Spreadsheet and Database Expertise: Data Visualization, Risk and Treasury Management, Project Management, Data Analytics and Synthesizing, Credit Analysis and Lending,, Multitasking and Prioritizing Customer Service, Training, Financial Analysis,
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