Change Management Customer Service

Nina Thomas

**** ********* ****, ********** ** **004 678-***-**** **********.**@*****.***

Profile

Decisive change management professional with solid qualifications in account management, customer relationship building, and support. Well-developed problem-solving abilities and conflict-resolution skills. Able to achieve results through leadership, teamwork, and exceptional customer service. Advanced skills in planning/coordinating and delegating capacities. Proven talent for identifying core business needs and translating them into technical deliverables.

Experience

JAN 2022 – JUNE 2023 RENOVATED RESIDENTAL PROPERTY FOR RESALE

CHANGE MANAGER FISERV SEPTEMBER 2017 – DECEMBER 2021

·Facilitated change management activities such as impact assessments, stakeholder analysis, and communication plans across twelve business units

·Collaborated with a 6-member team to implement new technologies, which increased productivity by 20 percent

·Performed as SME to resolve application issues and trained end users for new applications

·Created incident tickets for second-level support following ServiceNow sprints

·Facilitated lessons learned sessions to promote continuous improvement of change methods and processes

·Proactively identified potential points of resistance to change and developed mitigation strategies to ensure smooth adoption

·Created communications for leadership for awareness and timing of implementing changes

·Authored process guides and knowledge articles for SharePoint and ServiceNow to provide training for stakeholders

·Managed Exception changes as SME and automated approval process in Service Now

·Presented process improvement ideas and participated in the development and testing of system updates

·Functioned as subject matter expert for change management process and best practices for offshore team

·Created, monitored, and resolved trouble tickets during application sprints via phone, chat, and Skype

CUSTOMER CARE RANDSTAD/SYNOVUS BANK AUGUST 2016 – SEPTEMBER 2017

·Provided support for Synovus customers from 28 bank divisions in a call center environment

·Addressed issues according to established standards; provided bank services and promoted products

·Resolved issues for discrepancies, check holds, overdrafts, and service fees

·Performed research for disputes and submitted fraud reports

·Utilized Sales Force to document, track, and resolve customer issues

·Provided customer service training for new hires

·Activated/issued debit cards as part of EMV bank card migration

CHANGE MANAGER HEWLETT PACKARD OCTOBER 2007– JULY 2015

·Reviewed Enterprise changes for Jabil Inc. via Remedy to ensure implementation details were clear, correct approvals documented, and proposed timelines were within established SLAs

·Lead change manager for Jabil Inc. during hardware refresh of 60 percent of servers and migration to new data center

·Responsible for assignment for HP Engineers and vendors for changes and project implementations

·Created work orders for data center space, cable, power, and installation of new hardware

·Managed logistics for hardware installations and relocations

·Gathered costs for submission of Purchase Orders and tracked hardware/labor for approved orders

·Hosted daily and weekly change meetings and published results to all stakeholders

·Resolved escalations between Jabil, HP, contractors, and vendors

·Ordered hardware as needed through Ariba and monitored project timelines

·Worked with Account, Sales, and Project Manager to identify customer needs in changing environments to increase revenue and overall customer satisfaction

ACCESS CONTROL REP E*TRADE FINANCIAL JULY 2006 – JULY 2007

·Provisioned access to 60 applications for new/existing associates

·Created network groups, users, mailboxes, and distribution lists with Windows AD

·Granted access to network drives and security folders based on job function

·Monitored and completed work orders for access requests via the Remedy database

·Process quarterly audits of SOX critical applications and migrated ownership to CIS dept

·Resolved helpdesk tickets for users experiencing access issues

·Created application documentation and provided training for users and team members

SALES SUPPORT SPECIALIST GENERAL ELECTRIC JULY 2004 – JULY 2006

·Provided sales support for the US rental of industrial generators via phone, email, and Skype

·Created contracts for sales staff, coordinated equipment delivery with US depots, and dispatched drivers for emergency pickups and repair

·Produced billing reports compliant with prices set by the operations team

·Researched/resolved billing disputes and verified credit to establish new customer accounts

·Worked with the AR Dept. to resolve outstanding invoices and short-paid items

·Assigned to special projects team and provided 24/7 support during Hurricane Katrina

Education

COURSE OF STUDY – BA PROGRAM - ENGLISH COLUMBUS COLLEGE, COLUMBUS GA

Core Qualifications and Skills

Change implementation • Customer Relations • Stakeholder analysis • Project management

Risk assessment • Training facilitation • Process mapping & development

MS Office/Teams/Project • Service Now • Remedy • SalesForce • Ariba

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