Customer Service Business Partner

Janice Love-Ceesay

Email: *************@*****.***

Phone: 248-***-****

PROFILE

Knowledgeable and skilled individual with increasing responsibility within any organization. Extremely adept at working quickly through transformations; maintaining focus and easily shifting priorities in dynamic environments. Trusted business partner with proven exemplary organizational skills, written and verbal communication, high level of integrity and commitment to confidentiality. Proficient use of state-of-the-art technology using proprietary software, Microsoft Office Suite (Outlook, Word, PowerPoint, Excel), internet and social media resources.

Visual Edge IT, TROY, MICHIGAN (hybrid)

Contract Administrator August 2022 – Present

Process payments to customer accounts

Prepare monthly reports per customer/internal request

Attend training sessions required to stay abreast of Company initiatives

Maintain records, address changes, contact info, etc.

Set-up new contracts for customers

Create word documents

Constant communication occurs daily via chat, phone & email

Process billing, voids, credits on a daily basis

Able to produce strong output for month-end results

Extensive interaction with customers in the MI & OH division as it pertains to billing/contracts

Provide extensive clerical support to the Sales Team

YFL, DETROIT, MICHIGAN (REMOTE ONLY)

Payment Specialist/Auditor May 2020 – May 2022

Processed payments to customer accounts

Attended training sessions required to stay abreast of all products offered

Completed audit of accounts for accuracy – randomly selected

Set-up new accounts for participants

Constant communication occurs daily via chat, phone & email

Performed data entry work

Monitored accounts to make sure all pertinent information are up to date

Mentored and share best practices with different levels of the team

Created letters of communication for the customer

Provided exemplary customer service throughout the lifecycle of the account

Responded to inquiries from customers, financial institutions and others to uncover discrepancies with shortages, voids, chargebacks & overages

Build relationships with potential customers and others on the team

Produce analyses of accounts derived from audits

Identify trends on a consistent basis & able to act with limited information

Daily use of Teams, Calculator, Microsoft Suite, Authorize

Communicated internal report information to customers

QUICKEN LOANS, DETROIT, MICHIGAN

Release Train Engineer (Technology Team) August 2018 – July 2019

Coordinated, organized and align the 60+ team members in the Agile Release Train

Participated in Pre and Post PI (Program Increment) meetings to prepare the vision and the backlog for the PI

Conducted Planning sessions; aligning/summarizing the PI objectives ensuring clarity and visibility to the team

Constant communication occurs providing start and end dates of the Iterations within the Agile Release Train

Communicated with the stakeholders; coordinate with the Product Management, Product Owners & others of the business and facilitate group sessions to provide feature estimation of the work

Discussed risk analysis and provide value driven suggestions to the team

Removed bottleneck situations by providing resources and facilitation

Facilitated system demos on a quarterly basis

Conducted Inspect and Adapt workshop where continuous improvement is encouraged

Produced presentations for meetings, training and knowledge share practices

Product Analyst (Technology Team) February 2017 – August 2018

Communicated with a diverse group of individuals within the organization

Facilitated planning for the team on a quarterly basis; worked closely with the Product Owner and product delivery teams to create and prioritize a user-story driven product backlog

Responsible for breaking down feature level stories into user stories that can be delivered within one Sprint

Facilitated release level planning with the teams, a responsibility shared with the Product Owner & others

On a day-to-day basis, an active participant in planning and consults with the teams

Focused on a specific suite of products, i.e. (Password Reset Tool, Zoom, Mutare)

Responsible for driving day-to-day decisions on story implementations, where clarification on acceptance criteria is required

Assisted with creating test plans; drive the vision and definition of the products

Revised communication for the internal clients/company-wide emails

Ensured that the team was delivering products of value in the lens of the stakeholders

Understand the business, technology and process context in which the products deliver value

Janice Love-Ceesay Page 2

Technology Leader (Technology Team) September 2014 – February 2017

Recruited, coached and managed 10+ members in the Telecom Engineering team

Mentored and shared best practices with different levels of the organization

Worked closely with vendors/partners in reference to roadmaps

Administered invoice functions for payment of equipment

Administered coaching sessions with the team members on a recurring basis

Provided insight of new technology coming to the arena

Team Leader (The Guy) January 2005 – September 2014

Recruited, developed, managed and coached 30+ individuals in the helpdesk environment

Coordinated training and meetings

Developed scorecard process to evaluate team members’ production and create incentives and

contests to increase production numbers by 65%

Analyzed recurring calls’ issues and identify solutions to those that are problematic reducing call volume by more than 35%

Produced emails for company-wide communication updates for outages & maintenance

Interacted with other functional areas and teams of the company to gain firm understanding of all processes and goals

Maintained monthly work schedules to ensure adequate support coverage; prepared daily production reports; assist team members with backlog of calls & emails as necessary

Worked with 2nd level support teams to resolve client technical issues and provide training

Technical Support Specialist (The Guy) January 2003 – January 2005

Assisted internal clients with Application support issues within AMP, LOLA, CTI & Onbase

Utilized Altiris console to handle internal client requests and issues; answered incoming calls for

internal clients and helped troubleshoot telecom and other system related issues

Prepared daily production reports; assisted with issues during peak periods

Helped with team training and partnered with 2nd level support teams to provide additional training when needed

Identified trends on a consistent basis & was able to act with limited information

Assisted other areas of the business (AMP) with flood cert verifications and data entry

Mentor and share best practices with different levels of the organization

AWARDS & SPECIALIZED TRAINING

Dan Gilbert Award Recipient (2013) – Best Engineering

Product Owner / Product Manager Scaled Agile Framework (SAFe) (2018) – certified

Release Train Engineer (2018)

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