Customer Service Analyst and Support Specialist

WENDY C. O’NEIL

********@*******.*** I 703-***-**** I Springfield, Va

EXPERIENCED CUSTOMER SERVICE ANALYST

Results-driven Customer Service Analyst with extensive experience in customer service operations, system administration, financial reporting, and cross-functional program support across the public and private sectors. Proven ability to analyze complex data, streamline processes, and deliver actionable insights that support executive decision-making and improve operational performance. Adept at managing high-volume service environments, coordinating cross-functional initiatives, and building strong relationships with customers, stakeholders, and senior leadership through exceptional communication and a solutions-oriented approach. Proficient in Microsoft Office Suite, CRM platforms, and business systems, with a reputation for accuracy, adaptability, and delivering results in fast-paced, mission-critical environments. Holds an Active Secret Security Clearance.

PROFESSIONAL EXPERIENCE

Customer Service Center Analyst March 2020 – August 2026 TSymmetry, Inc, United States Department of State

Lead analyst servicing a high-paced, mission-critical customer service center specializing budget, logistical and human resource support across multiple bureaus.

• Administer and monitor multiple enterprise systems, ensuring accurate documentation, system integrity, and compliance with organizational standards.

• Manage user accounts, access controls, security permissions, directories, and user environments while safeguarding system security and providing responsive support to senior leadership and high- level stakeholders.

• Deliver timely technical support and troubleshooting for system users, resolving access and performance issues to minimize downtime and maintain operational continuity.

• Analyze system performance, identified process improvement opportunities, and implemented solutions that enhanced efficiency, optimized workflows, and improved overall system reliability.

• Serve as an integral part of multiple working groups, focusing on exceptional customer service. Customer Service Representative December 2009 – March 2020 FISERV

Senior representative focused on providing top-tier customer service by resolving inquiries, promoting products and services, and improving service processes in a fast-paced environment.

• Deliver prompt, high-quality customer service in a fast-paced, high-volume call center environment.

• Assist customers over the phone by resolving a wide range of banking, account, and financial service inquiries.

• Maintain comprehensive knowledge of company products and services to educate customers across a wide range of cultures while ensuring a positive customer experience.

• Effectively de-escalate difficult customer interactions by remaining calm, empathetic, and solution- orientated.

• Research complex service-related issues and collaborate to identify effective solutions.

• Conduct workflow analyses and evaluate SOPs to recommend process improvements. Senior Teller November 2000 – March 2009

BB&T

Initially hired as an entry-level teller, but rose the ranks quickly based on outstanding accuracy, efficiency, product knowledge, and customer service performance.

• Process a high volume of teller transactions, including check cashing, deposits, loan and tax payments, cashier’s checks, money orders, traveler’s checks, cash advances, and wire transfer with a high degree of accuracy.

• Educate customer on banking products and services, identifying customer needs.

• Maintain and balance cash drawer daily while ensuring compliance with bank policies.

• Manage branch cash operations, including oversight of the main vault, ATM balancing, night deposit processing, and supply inventory.

• Deliver exception customer service by addressing customer inquiries, resolving account-related issues, and directing complex financial questions to appropriate personnel. EDUCATION

Bachelor’s degree in Business Administration, West Virginia University SECURITY CLEARANCE LEVEL & STATUS

Active secret clearance

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