Support Analyst Process Improvement

Chelsea Singh

Houston, TX ***** 281-***-**** *************@*****.***

Support Analyst

Experienced support analyst with experGse in resolving technical issues, advocaGng for customers, and opGmizing service desk operaGons. Proficient in ServiceNow, Jira, and CRM soSware, with a strong ability to troubleshoot, document, and escalate system defects for seamless product performance. Adept at cross-funcGonal collaboraGon and process improvement, driving customer saGsfacGon and operaGonal efficiency. Ability to speak several different languages English, NaGve/ Bilingual, Hindi, NaGve/ Bilingual, Punjabi, NaGve/ Bilingual, Urdu, Professional.

Key Skills

ServiceNow ExperGse Technical TroubleshooGng Customer Advocacy Team CollaboraGon Quality Control ApplicaGon Support Issue ResoluGon Data Analysis Process Improvement Professional Experience

FIS, Houston, TX 10/2021 - Current

Product Support Analyst

Provided frontline technical support and troubleshooGng for financial insGtuGon clients, ensuring accurate reporGng and system funcGonality. Collaborated with product and development teams to escalate and resolve soSware defects while maintaining customer saGsfacGon.

• Acted as the primary point of contact for customer support inquiries, managing, and resolving Gckets within ServiceNow.

• InvesGgated and resolved FI (Financial InsGtuGon) monthly, quarterly, and yearly reporGng issues, ensuring accurate and Gmely data delivery.

• Triaged and troubleshot customer requests in ServiceNow, diagnosing configuraGon issues, soSware bugs, and enhancement opportuniGes.

• UGlized ServiceNow ITSM and Jira to track, prioriGze, and resolve technical issues efficiently.

• Collaborated with product and development teams to escalate and address system defects, ensuring seamless product performance.

• Documented and analyzed customer issues, creaGng detailed bug reports, and knowledge base arGcles to improve future support efficiency.

• Assisted in Service View updates and migraGons, ensuring minimal disrupGon for customers.

• Monitored support trends and customer feedback to drive improvements in product funcGonality and reporGng accuracy.

• Advocated for customers by ensuring their needs are represented in product enhancements and development decisions.

Curinos, Houston, TX 04/2019 - 10/2021

Digital Research Assistant/Project Assistant

Conducted an in-depth gap analysis by researching banking apps and websites, idenGfying discrepancies, and generaGng reports with acGonable recommendaGons for improvements.

• Managed and handled 10+ client inquiries daily, ensuring quick and accurate responses to research- related quesGons.

• Collaborated with internal teams to assess project Gmelines, and ensure alignment with strategic objecGves.

Chelsea Singh *************@*****.*** Page 2

• Prepared comprehensive schedules and reports that outline required development changes and improvements based on research findings.

• Ensured all research adheres to quality standards, analyzes relevant data, and tracks progress toward deadlines.

• Coordinated with clients to gather data intake and contribute to ongoing development research.

• Published research findings in DBH reporGng, ensuring clear communicaGon of results and recommendaGons.

• Oversaw and implemented quality control (QC) revisions, making informed decisions about necessary changes based on research outcomes.

Amegy Bank, Houston, TX 11/2017 - 04/2019

Client Service RepresentaLve

Processed 60+ teller transacGons daily, including servicing client accounts, accepGng loan payments, cashing checks, balancing drawers, and resolving discrepancies efficiently.

• Managed the billing department, handling 50 invoices per day, ensuring accuracy and Gmeliness in processing.

• Promoted banking products by analyzing customer relaGonships and recommending relevant products to meet their needs.

• Consistently exceeded quarterly sales goals, earning recogniGon as the top sales representaGve for mulGple periods.

• Provided training and coaching to new employees, fostering team development, and operaGonal efficiency.

• Assisted with vault operaGons, including audiGng, cash handling, and managing high-volume cash shipments, ensuring compliance with security protocols. EducaLon

Bachelor, Business AdministraLon; BBA, Finance Major University of Houston - Bauer College of Business, Houston, TX

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