Conversion Analyst (Implementation & Reporting)

David Hervé

Beebe, AR ***** 512-***-**** ***********@*****.*** https://www.linkedin.com/in/davidherve CONVERSION ANALYST

Analytical Conversion Analyst ensuring client support and satisfaction at a professional level meeting expectations with minimal supervision. Leverage collaboration, coordination, and departmental reporting to successfully complete large projects. Competently answer product and services questions and resolve client issues with strong communication and interpersonal skills.

SKILLS

Project Management Database Administration Splunk Troubleshooting Software Documentation Technical Support API SQL Scripting Excel

EXPERIENCE

Allére Group, Kennett Square, PA June 2025 - May 2026 Implementation Solutions Lead Consultant, Fiserv Remote

● Ensuring that company delivers on its commitments to its financial institution partners.

● Driving client engagement with stakeholders across the organization.

● Driving complex, high priority projects or component phases of larger programs.

● Delivering project on time, within budget, and within scope

● Developing project plans, managing key deliverables, and reporting on issues, risks, and status.

● Ensuring custom development is delivered as required for the client.

● Leading and coordinating cross-functional, cross-departmental, cross-company teams that are responsible for all aspects of a project, from initiation to closure.

FIS, Little Rock, AR November 2022 - February 2025 Conversion Analyst, Remote

Conducted data analysis, product mapping and client interviews to assess data requirements for software utilization.

● Created data maps and transaction workflow documents that show exactly how every field will be converted.

● Performed tests to ensure new, customized software meets customer specific needs.

● Coordinated and conducted readiness reviews to ensure conversion is proceeding correctly.

● Trained customers in new systems and procedures.

● Translated client requirements to technical specifications, explaining concepts to customer groups.

● Strong analytical and problem-solving and excellent human relations, negotiation and documentation skills. Fiserv, Austin, TX April 2020 - November 2022

Conversion Analyst Remote

Processed large projects while leveraging my ability to collaborate, coordinate and implement mobile upgrades in a timely manner. Work independently, and as a member of a team, enjoy a fast-paced, problem-solving environment. Analytical and meet expectations of financial institutions and management teams.

● Managed multiple client implementations for Companion App customers across Card Services platform.

● Upgrade Financial Institution mobile apps in mass based on new product features and/or OS mandates.

● Led client kickoff, requirements and data gathering sessions.

● Assists clients with their branding process.

● Performed basic testing, troubleshooting and repeatable maintenance functions.

● Created cases to document customer requirements, track implementation statuses and defects, log issue resolution and respond to work request inquiries.

● Drove implementation of client services through proactive management of installation timeline, resolving escalations and prioritizing various stages of timeline.

● Attended weekly conference calls or meetings with business units, project managers, clients and other internal teams to provide status, report risks, and review issues that jeopardize installation timeline.

● Comprehended, support and follow standard Card Services process for implementation and app upgrades projects.

● Communicated implementation and app upgrade statuses to appropriate internal and external departments. Genuent, Austin, TX August 2019 - March 2020

Online Banking Database Technical Support at Fiserv Provided second-level support to internal clients and partners for Fiserv. Ensure client support and satisfaction at a professional level with minimal supervision, answer questions and resolve client issues relating to products and services.

● Analyzed problems utilizing proprietary and commercial tools including log mining tools such as Splunk and emulating web services with tools such as SoapUI.

● Coordinated change control and testing support.

● Documented in a case tracking system and reported upon root cause and corrective action.

● Ensured accurate and timely completion of assigned special projects and requests.

● Critical thinking and creativity, technical aptitude and self-motivation.

● Expert level ability to understand and troubleshoot application logic.

● Ability to read and edit configuration, bootstrap, and initiation files.

● Understood and troubleshot web services applications regarding xml requests and responses.

● Examined and analyzed large sets of data such as log files and database tables.

● Multitasked and maintained an even-handed approach with clients and internal contacts, while working with continually changing tasks in a fast-paced environment. Netspend, Austin, TX October 2016 - June 2019

Email Analyst

Create, manage, and optimize email campaigns within IBM Marketing Cloud platform generating new customer acquisition, improving retention, supporting customer research, and facilitating compliance communications. Collaborate with multiple departments ensuring emails are completed on time and with a high degree of accuracy and effectiveness.

● Created, quality tested, deployed, and reported on manual and automated email campaigns for both internal customer databases as well as lead lists.

● Ensure communications are aligned with internal email content policies and compliant with CAN- SPAM legislation.

● Maintain awareness of email marketing trends and technologies and make recommendations on email optimization tactics and best practices.

● Capture and present campaign level & enterprise level metrics.

● Attended project status and planning meetings as needed.

● Data import/export/preparation using API calls.

● Building out queries for Data segmentation.

● Building forms/landing pages/Program.

● Tools Used were IBM Watson Campaign Automation, Litmus, JIRA, Excel, Photoshop & Illustrator, API Calls. ControlScan, Alpharetta, GA September 2016 - December 2016 SilverPop Consultant

Trained staff as Independent Consultant of Email Deployment Team.

● Trained on basic concepts of creating email to deploying them.

● Instructed AB Testing, Automated Messages, building segmentation of data utilizing Queries, and setting up and using programs.

● Pulled reports for campaigns.

Alchemy Worx, Atlanta, GA January 2015 - June 2016 Email Deployment Specialist

Used email delivery platform Silverpop (IBM Watson Campaign Automation) was responsible for testing and deploying email marketing campaigns for major brands like Walt Disney, Texas Instruments, Aramark, Hooters to name a few. Attention to detail, logical thinking and ability to exploit my technical knowledge to find solutions to technical challenges. Knowledge of HTML, PHP, CSS, API’s assisted in performing my duties. Working in a busy team environment, and under time restraints.

● Data import/export/preparation using API calls.

● Data segmentation using queries.

● Message-creation testing and deployment.

● Building forms/landing pages.

● Dynamic and triggered campaigns utilizing automated messages and programs.

● Consulted with clients, and their agencies to develop email strategies for various campaigns.

● Spoke with internal teams to arrange and coordinate materials needed.

● Continually updated knowledge of Silverpop Engage to become SME on this platform.

● Understanding of deliverability best practices.

● Worked with Google Analytics, Salesforce, CRM platforms. Big Scary Cranium, Atlanta, GA August 2014 - January 2015 Independent Contractor Marketing Automation Specialist Provided Email Marketing Automation utilizing Silverpop's Engage Platform (Now IBM Watson Campaign Automation), enhanced by Silverpop's Engage Professional Certification.

● Strong data and analytic, problem solving, and HTML editing skills.

● Read and make small edits to existing HTML files.

● Used data tools to make data selections.

● Used Excel and formulas such as vlookup and pivot tables.

● Understood deliverability best practices.

● Worked with Silverpop Engage, Google Analytics, Salesforce, CRM, API interactions. IBM, Atlanta, GA February 2013 - July 2014

Technical Client Support Specialist

Engaged Professional Certified Client Support Specialist, Tier provides front line phone and email advanced technical support, utilizing excellent interpersonal communication and customer service skills to receive, understand, analyze, troubleshoot and resolve client questions and concerns with Silverpop email software products and services in a timely manner. Includes tracking client issues through satisfactory resolution, escalating issues as appropriate and ensuring that client receives excellent service. Provides training and technical assistance to clients, prospects and employees as needed. Updates client self-help knowledge base and provides input into ongoing product and service development based on experiences with clients.

● Provided front line timely and accurate technical responses to client issues via website, e-mail and telephone support, keeping with published Service Level Objectives.

● Document all Client issues in Salesforce Call logging system. Keep them updated daily with status.

● Escalated Cases promptly to other team members when knowledge is exhausted or handover is required.

● Managed Customer expectations, ensuring timely resolution of issues.

● Collaborated with the Global Support team to progress Client issues.

● Demonstrated strong client service skills by meeting or exceeding Client expectations.

● Developed advanced technical understanding of Silverpop email software products, achieved required level of Silverpop Product certification and passes Subject Matter Expert exams.

● Contributed technical knowledge base articles.

● Well versed at using HTML, XML, JavaScript and FTP. EDUCATION

● Associate of Science, Computer Science, George Brown College, Toronto, ON

● Associate of Science, Data Processing, Mohawk College, Hamilton, ON

● Certification, A+, Networking, MCSE, triOS College of Information Technology, Windsor, ON

● Certificate, Web Page Design, Mohawk College, Hamilton, ON LICENSES & CERTIFICATIONS

● Engage Professional Certification - Silverpop 79962976.

● Engage Fundamental Certification - Silverpop 16535256.

● CompTIA A+ - CompTIA 10412074.

● IBM Watson Campaign Automation (2017) - Fundamentals - IBM 86276460.

● Splunk 7.x Fundamentals Part 1 (IOD) - Splunk.

● Splunk 7.x Fundamentals Part 2 (IOD) - Splunk.

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