Customer Service Financial Analyst

MICHAEL OLDHAM

Wauwatosa, WI 262-***-**** ******.*******@*****.***

Multi Skilled Manager

Accomplished and versatile professional with a proven track record of leadership and management experience. Efficient and accurate with an innate drive to provide the highest level of service. Productive relationship builder who excels at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Highly dependable and reliable leader that blends advanced organization, technical and business acumen. Talented, intuitive and highly responsive to a diverse range of client needs, specializing in articulating plans and creating solutions that provide prime results. Highly organized self-starter who thrives in high pressure and fast-paced environments.

AREAS OF EXPERTISE

−Leadership

−Multi-Tasker

−Problem Solving

−Customer Service

−Training

−Research

−Verbal and Written Communication

−Project Management

−Report Preparation

−Teamwork

−Financial Oversight

−Relationship Management

−Voice of The Customer

−Relationship Building

−Detail-Oriented

−Talent Development

−Time Management

−Performance Monitoring

HIGHLIGHTS & ACCOMPLISHMENTS

Commended by management for dedication, reliability, staff development, financial and operational success and ability to exceed customer needs.

Increased customer service by providing thorough training to new employees.

Recognized for being a solid performer displaying exceptional work ethic, dedication and professionalism.

Boosted efficiencies by streamlining procedures and improving operations.

Acknowledged by management and staff for attentiveness, availability and integrity.

EXPERIENCE

FIS GLOBAL Milwaukee, WI 10/2010 – 3/31/2025

Billing-Contract Financial Analyst 10/2023 – 3/31/2025

Monitors transactions through implementation and reviews for accurate and consistent billing month over month.

Reviews and enters contract information into billing system.

Ensures all monthly billing data is loaded and accounted for in the billing system.

Monitors and notifies billing specialist when contract/services are implemented, amended and/or renewed.

Communicates with and provides reporting to business units and Finance.

Ensures integrity of data flowing into billing systems is accurate and complete.

Client Relations Account Representative Senior 03/2017– 10/2023

Provide extensive product support to FIS clients by resolving incoming inquiries and entering data for calls in the CMS tracking system.

Resolve outstanding issues, comply with customer requests, and respond to client inquiries by serving as primary point of contact for internal and external clients, departments and divisions.

Deliver exceptional customer service by phone, email, chat sessions and instant message.

Escalate technical product-related issues to the proper Product Support department and serve as primary contact for inbound customer issues.

Facilitate and coordinate customer conference calls for high impact issues.

Deliver research and resolution support for problems and inquiries including troubleshooting, identifying root cause of problem and using tools and resources to resolve customer problems.

Ensure proper notation of customer problems and issues by tracking and documenting inbound support requests and accurately noting issues.

Partner with clients and relationship managers to deliver exceptional service and confirm correct placements of operational arrangements to service assigned accounts.

Contribute to efficiency by submitting database changes to ATMs and Reports requested by customers.

Display organizational expertise by reviewing audits and reports for accuracy.

Supervisor: Fraud Analyst Team and Fraud Specialist Team 10/2010 – 03/2017

Developed fraud monitoring techniques to assist in the growth of the business.

Contributed to efficiency by staying up to date on fraud trends and new fraudulent activities.

Oversaw management and operations of associates by coaching and mentoring team and creating break, lunch and daily task schedules.

Trained, motivated and managed performance of team toward performance success.

Creating hiring strategy by recruiting and interviewing new hires.

Placed metrics and measures in place to ensure employees met performance standards and goals.

Demonstrated effective and active communication to solve customer and member issues.

Displayed organizational expertise by diagnosing and solving escalated customer issues.

CHASE BANK Milwaukee, WI 10/2005 – 10/2010

COLLECTOR II

Demonstrated accuracy by collecting on late-stage accounts.

Provided efficient and prompt serving by resolving disposition of delinquent and high balance accounts.

Created an organizational strategy by preparing documentation, reports and files.

Coordinated repossession efforts through outside agents.

Increased accuracy by contacting credit, employment and additional references to locate customers.

EARLY CAREER

Collector I, M&I Bank, Milwaukee, WI, 11/2004 – 10/2005

Collector (Team Lead), Chase Bank, Milwaukee, WI, 02/2002 – 11/2004

EDUCATION

Bachelor’s Degree

Cardinal Stritch University, Milwaukee, WI

High Schol Diploma

Riiverside University High School, Milwaukee, WI

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