Support Representative Customer Service
Resume:
DEBRA FEIERTAG
***********@*****.***
CAREER PROFILE
Experienced Senior Client Services Manager with proven success in managing both high profile and smaller community financial institutions using the FIS Integrated Banking System (IBS). Manage day to day operational issues, strategic projects and escalations. Strong ability to research and resolve issues quickly. Understand my client portfolio which allows me to be their advocate with the FIS organization. Closely communicate with Management and multiple areas within FIS product development, application support, network and project/service delivery teams. Oversee assignments are completed timely, meeting client expectations, and staying within the client’s contract guidelines. Demonstrate efficient customer service skills to meet the overall needs of my clients.
AREAS OF STRENGTH AND EXPERTISE
Relationship Building
Client Advocate
Oral and Written Communications
Problem Solver
Microsoft Office Suite
Strong Work Ethic
Positive Attitude
Flexibility/Adaptability
Work Well Under Pressure
Conflict Resolution
PROFESSIONAL EXPERIENCE
FIS (Fidelity Information Services), Brown Deer, WI (Regional office) 1989 to 2018
Senior Client Service Manager, IBS Client Services Division 1999 to 2018
Responsible for relationships of both large and community financial institutions on the FIS systems for 19+ years. Accountable for communicating closely with client including regarding failed production issues, projects, application support requests, billing, contractual terms, service level reporting and escalations. Conduct regular meetings as deemed necessary to enhance client satisfaction. Provide liaison services for both internal employees to clients as well as client to FIS employees.
Key Accomplishments:
Partnered with several different Strategic Account Managers (SAM) to manage a variety of financial institutions over my service who were located across the country providing support as well as being the one who delivered any bad news to the client, so the next escalation was to the SAM and not higher within the company.
Attend monthly department training sessions and at least 12 product client webinar sessions throughout the year.
Suggestion to change credit process where credits are sent back to the clients via ACH instead of waiting for the next billing cycle.
Tested the new commitment tool when it was first introduced to the company.
Work History at FIS (formerly known as Metavante Corporation and M&I Data Services
Deposit Support Representative 1994 – 1999
Education Services Trainer 1990 – 1994
Deposit Support Representative 1989 – 1994
Education
University of Wisconsin Eau Claire - B.S in Education
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