Service Account Manager

• Jan 2021 - Present

Client Implementation Project Manager

• Oct 2020 - Dec 2020

Project Management Lead for client migrations to Fiserv's new credit processing platform. Project Management Lead for client migrations to Fiserv's new credit processing platform.

Client Service Manager

• Jun 2017 - Jul 2020

• Act as a central point of contact accountable and responsible for the seamless delivery of services to assigned clients.• Proven history of providing excellent customer service echoed by consistent high levels of customer satisfaction and retention. • Manage multiple customer accounts as assigned, ensuring proactive management to risks, issues, service obstacles and variances throughout the client’s lifecycle.• Take ownership and drive resolution for issues that impact client satisfaction and quality of services delivered, even those that may not directly be the responsibility of the CSM.• Engage closely with internal and external clients working towards achieving the overall business objectives for assigned clients. • Accountable for change management within the context of the support contracts• Works with extended operation’s personnel to develop a close working relationship and collaborate regularly to identify process improvements and solutions to complex technical issues• Provide proactive advice and guidance to clients to help them fully utilize their contracted services and understand the value NTT Security provides.• Proven ability to build strong “trusted advisor” relationships with clients on behalf of NTT Security• Provide on-call 24x7 escalation and problem resolution support for the SOC on behalf of your clients when necessary• Execute on signed statements of work with deep understanding of SOWs/contracts and leverage knowledge for delivery, including building timelines, identifying project resources, creating project plans, and other project management activities• Active participation in internal Operations Meetings, including providing detailed status for all projects under management and communicating to teammates appropriately all verbal and written client and project updates• Proactively identify new sales opportunities within existing customers and communicate to appropriate people within the organization. Show less

Service Delivery Manager Assistant

• Mar 2015 - Jun 2017

• Manage multiple customer accounts as assigned (services delivery, on-going customer care, contract management and contract renewals).• Actively work with the Scanning Team to manage recurring scan schedules, ensure adherence to client requested scan schedules and successful report delivery. • Proactively identify and immediately report potential project/service obstacles or risks, and own the resolution of such issues.• Interact and develop strong working relationships with internal NTT Security teams (Operations, Security Consulting Services, Sales Directors, Service Delivery Managers etc.) • Proactively identify new sales opportunities within existing customers and communicate to appropriate people within the organization.• Review invoices for accuracy and approve them for client delivery. • Update and maintain revisions and enhancements to departmental policies, procedures and training via the intranet webpage.• Communicate important process & service updates to Service Delivery Management via internal systems (Salesforce.com Chatter, Yammer, Confluence and SharePoint).• Plan & coordinate the new hire training schedule for new team members and maintain the Service Delivery Management calendar. • Actively assist Service Delivery Management Team with producing various reports, and tasks, and provide quality assurance on reporting prior to client delivery. • Active participation in internal Operations Meetings, including providing detailed status for all projects under management and communicating to teammates appropriately all verbal and written project updates• Internalize a detailed understanding of NTT Security products / services.• Internalize a detailed understanding of all aspects of the Security Operations Center.• Maintain and expand working knowledge of current NTT Security services.• Proactively identify opportunities to improve SDM and NTT Security’s broader service delivery with an eye towards improving quality and efficiency. Show less

International Collections Specialist

• Sep 2012 - Mar 2015

- Closely monitors payment (payer) information checks in order to ensure that Western Union Business Solutions complies with its internal policies and procedures.- Responds to queries from Clients, Internal Sales, and Client Service Groups on the status of payments.- Monitoring of the Salesforce.com queue and Collections inbox.- Maintain substantive, current knowledge of all customer-facing and back office systems and promote cross-training and continual learning among managed personnel.- Implement and enforce all audited controls and internal procedures.- Mitigate financial risk to Western Union Business Solutions from internal error- Manage quality and timely reporting to key clients and commit to continually improved service levels to internal and external clients. - Establish and maintain strong working relationships with the various correspondent and drawee banks as well as WUBS regional offices. Show less

ePayment Solutions Specialist

• Nov 2011 - Sep 2012

Provide customer service for enrollments and existing customers using the Western Union ePayment Solutions platform to receive electronic payments.

Member Services Agent Lead

• Mar 2010 - Sep 2011

Support customers and team members of websites owned by Inflection, LLC. Responsible for processing individual opt out requests. Support customers and team members of websites owned by Inflection, LLC. Responsible for processing individual opt out requests.

New Accounts

• Oct 2008 - Sep 2009

Process new investment account applications for individuals and entities. Was selected by manager to serve on the Foreign Accounts and Account Expedite teams. Process new investment account applications for individuals and entities. Was selected by manager to serve on the Foreign Accounts and Account Expedite teams.

Accounting Service Representative

• May 2005 - Nov 2007

05/05 – 10/05 worked in a temp to hire roll through Noll HR Services. Apply grain unloads to customer contracts and issue out payments according to contract terms. Write purchase contracts for customer grain sales. Maintain alpha & numeric filing systems. Peer nominated to serve on employee engagement & holiday party committees. Act as grain inspector when needed. Chosen by manager to revamp the billing process/system for Cargill’s CAMS grain marketing service in our region. 05/05 – 10/05 worked in a temp to hire roll through Noll HR Services. Apply grain unloads to customer contracts and issue out payments according to contract terms. Write purchase contracts for customer grain sales. Maintain alpha & numeric filing systems. Peer nominated to serve on employee engagement & holiday party committees. Act as grain inspector when needed. Chosen by manager to revamp the billing process/system for Cargill’s CAMS grain marketing service in our region.