Data Entry Customer Service
Resume:
Natalee Yowman
Wylie, TX *****
adyo48@r.postjobfree.com
Authorized to work in the US for any employer
Work Experience
Service Engagement Manager
Denali Advanced Integration - Redmond, WA
February 2023 to August 2023
• Gather and Analyze reports on contract performance standards and client measurements, including Service Level Agreements “SLAs” or other performance metrics
• Gain the trust and respect of each client by establishing and maintaining effective relationships
• Provide data and data analysis for Engagement Managers/Sr. Engagement Managers to assist with resource staffing level decision making
• Effectively pursue and apply best practices to advance business and company goals
• Collaborate with the Service Delivery leadership and peer teams, in order to enhance and establish a delivery process for existing and new solutions with the goal of increasing efficiency and scalability
• Aggregate and create reporting for escalations and issues for Client Portfolio engagements
• Responsible for the budget and financial reporting for client portfolios
• Provide Analysis and reporting on Denali Service Level Agreement performance
• Design, Create, Operationalize and Manage portfolio level reports
• Drive, manage, escalations and report on contract performance standards and client measurements, including SLAs other performance metrics
• Manage process change requests (PCR)
• Partner with Functional Managers to ensure compliance with, and optimization of Client engagements. This includes the analysis of SLA performance and driving resolution of the remediation plans when SLA’s or expectations are not met
• Coordinate all delivery activities and act as the escalation point for issues pertaining to managed service delivery and projects
• Ensure communication flows properly between technical capability organizations and the customer to ensure a clear understanding of expectations and meeting delivery timelines.
• Assist with the development of Statements of Work for Clients within their portfolios.
• Participate in account planning and strategy
• Identifies and eliminates obstacles to delivery
• Participates in Client onboarding projects and helps to create Client specific documentation when needed (i.e. process deviations from Denali boilerplate required to satisfy Denali obligations to Clients).
• Partner with Account Executives in account planning and strategy
• Act as an aggregation point for client feedback, escalations, and continual improvement opportunity identification - working closely with appropriate Denali Management as needed for resolution
• Be accountable for the administration of program level servicing – including reporting - for the active and potential engagements in their portfolio
• Ability to manage a team of individuals to include all aspects of performance management and hiring Order Management Specialist
Keurig Dr Pepper - Frisco, TX
February 2021 to February 2023
Creates a positive experience for the Customer by consistently providing superior service and exceeding expectations. Accountable for the day to day execution of customer orders, track and trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice. Effectively and completely handle all customer/broker inquiries, manage customer invoicing, including pricing and investigation of invalid deductions, and ensure customer satisfaction at the lowest delivered cost. Act as the primary contact for assigned pool of accounts, provides backup of accounts for other team members in their absence. Proactively seeking to minimize cost to serve by driving down costs in the supply chain through initiatives developed with customers and logistics execution. Execute cost savings programs in the logistics area for your Customer base. This includes areas such as transportation, fulfillment, forecasting procedures/accuracy. Identify emerging regional trends and forecast business impact or demand requirements. Manage critical metrics to include response time to customer, case fill and on-time delivery. Collaborate with the Manager to identify and implement strategic initiatives to enhance customer relationships while reducing cost. Provide analysis to take advantage of promotion, distribution, pricing and process opportunities. Implement strategies and programs to improve service or cost to serve. Generate reports and regular review of account status and other duties as assigned by the Customer Service Manager. Builds relationships and depth of understanding of Customer expectations and ensures timely execution of order fulfillment functions. Assists in dispatch of shipments to Customers in a cost efficient and timely manner Client Technical Support Specialist
Fiserv - Frisco, TX
October 2020 to February 2021
Work with a wide range of Fiserv clients enabling them to successfully use our core platform and/ or products to to achieve their business objectives Independently handle client calls and cases by researching and answering questions to determine resolutions to inquiries and challenges with the software. This includes thoroughly tracking, organizing and documenting activities to ensure clients receive regular follow up and the status is consistently updated Assist clients by providing product consultation and instructions on how to utilize particular features Use online knowledge help systems to conduct research and answer questions Partner with the Fiserv development team (internal) to test program corrections as well as to communicate customer suggestions for enhancements to the application Attend ongoing training to achieve the level of skill needed to solve more complex problems with our constantly enhanced and ever evolving technology Work with the team to test changes to the software to ensure existing features continue to work as required and new functionality works as expected as new service packs and release upgrades become available Build valuable relationships with clients to maintain a high-level of client satisfaction, resulting in client retention and referrals Dedicated Expert
T-Mobile - Irving, TX
August 2020 to November 2020
Displays true ownership of my accounts and thoroughly resolves customer concerns by partnering across teams to identify solutions needed. Provides astounding business customer service through effective and timely resolution of various customer inquiries and concerns. Drives customer lifetime value through relationship-based identification of opportunities to reduce churn and foster account growth in response to customer needs and solutions. Provides proactive and reactive support through inbound and outbound contact with a
"Know Me, Know My Business" customer-focused mentality. Identifies appropriate solutions so that business customers deepen their relationship with T-Mobile. Customer facing reporting using Excel, PowerPoint, Samson, I-Billing, and other systems as needed. Completes training requirements to stay current on existing and new systems, products, promotions, sales approaches, and to maintain proficiency on company values and organizational requirements. Service Account Manager
Cardtronics - Frisco, TX
June 2018 to October 2020
The Sales Support Specialist provides administrative and problem solving expertise to the IBG sales organization comprised of internal sales representatives and external Dealers/Distributors. The position establishes a partnership working with and assisting assigned sales representatives (internal and external) to maximize their sales efforts and assist in achieving company sales goals. Working with sales, ensures that sales orders and new TIDs and changes are accurately processed in a timely manner, issues/ questions are resolved, and all required data is complete. Works to achieve high levels of customer satisfaction by quickly and accurately identifying and resolving issues, following-up on open items, and communicating with sales and the end customer as is necessary in a timely and accurate manner. Data entry of new location placements in dealer portfolios in Morphis Data management of location and equipment profiles in Morphis Cardlink entry in Core for new location placements and changes Review received paperwork for new location placements Index received paperwork into Doclink workflow and storage Data entry of new location placements in dealer portfolios in Third Party Processor sites Monthly and Quarterly audits of data in all systems Great Plains ticket staging for Cash Assist locations Data entry and management of customers in Morphis, Kahuna Central, and Third Party Processor Sites Research payout and report questions/concerns. A/R detail research. Provide support and assistance to fellow team members/departments, as needed, in order to meet company/team goals including but not limited to, assisting with incoming calls. Complete other projects as assigned including, but not limited to, report preparation, data entry, prospect mailings and any other sales support functions that may arise. Business Account Specialist
T-Mobile - Irving, TX
April 2020 to August 2020
Responsible for post-sales account management for an assigned base of business customers ranging in size from small to Fortune 500. Partner with sales teams to build customer relationships to promote new business opportunities and prevent customer churn. Supports business customer's accounts through account maintenance, research, retention, account growth, accounts receivables, complex billing research, complex/customer reporting for customers, credits/adjustments, and equipment/service orders. Additional responsibilities include provisioning new services, tier one tech support, promoting self-serve utilization, maintaining contractual requirements, handling customer escalations and providing status to external and internal personnel.
Escalation Management via quality customer relationships and the ability to de-escalate customer situations. Works primarily with customer account holders, sales, internal teams and field support; however may also interact with end-users and/or other groups on special projects. Tools Technical Specialist
Boeing - Plano, TX
October 2019 to April 2020
Process new tool requests, updates and maintains tool baseline, coordinates activities with Information Technology partners. Plans and produces metrics and reports. Reports status to internal and external stakeholders. Maintains the work instruction for tools processing. Contributes to the development, documentation, implementation and consultation for the application of engineering tools, processes and standards. Assists with training in the utilization of processes and tools and supports the integration of engineering designs. Assists in the identification and validation of user access roles and tip sheets. Supports the development and implementation of standards. Assists in providing configuration management, coordinating changes and performing assessments of compliance. Assists in the development, maintenance and distribution of engineering documents, reports. and correspondence to enable business activity. Collects, analyzes and validates engineering performance metrics and coordinates organizational requirements to support business needs. Works under general supervision. Other duties as assigned.
Technical Performance Manager
Verizon - Houston, TX
March 1997 to March 2017
Develop the client business continuity strategy. Develop network design strategy as well as architect solutions to meet clients' needs. Develop network diversity strategy to ensure network optimization and diversity.
Understands complex client network topologies & develops solutions to business challenges. Create customer communication for notification of customer impacting events driven by grooms & maintenance activities.
Ensure Service Desk results meet client service level agreements. Develop Service Improvement Plan for network components at risk or below service Performing analysis to document client components inclusive of critical locations, circuits and design nuances. Proactive Problem Management and Network Hardening analysis Proactive development of risk mitigation strategies to ensure contracted SLAs are attained. ㅡ
Education
Some college in Computer Science / Sociology
University of Houston - Houston, TX
August 1996 to May 1997
Some college in Computer Science / Sociology
University of Houston - Houston, TX
August 1990 to May 1993
High School Diploma
Abraham Lincoln High School - Port Arthur, TX
August 1986 to May 1990
Skills
• Skills Salesforce
• Service Now
• Atlassian Suite
• Microsoft Office Suite
• Cisco WebEx
• Jabber
• Slack
• KANA
• Samson
• Microsoft Teams
• Problem Management
• Business Continuity Planning
• Outbound Sales
• Microsoft Dynamics GP
• Microsoft Excel
• Conflict management
• Disaster recovery
• Release management
• Microsoft Word
• Project management
• Agile
• Computer Networking
• Change Management
• ITIL
• Jira
• Microsoft SharePoint
• Scrum
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