Experience

FINSYNC

• United States
• Software Development
• 1 - 100 Employee

• Senior Partner & Client Onboarding Manager

  • Jan 2020 - Present

  •Champion onboarding experience for Cash Management and Payments product and client satisfaction for clients across 1,000+ financial institutions •Facilitate the end-to-end process for new customer implementation projects. Includes but not limited to coordination and support of client development and project teams, assessing business deliverables, and client training •Own KPIs such as Time-to-Completion, Customer Response Rate, and Product Adoption •Run preliminary analysis of client data to ensure smooth data transfer with client •Collaborate with operations, sales, service, support and customer service to ensure successful trainings •Define and design high-level solutions use cases that best address partner/customers’ needs •Manage clear expectations and understanding by establishing clear timelines and managing documentation requirements •Escalate and resolve risk issues when they occur in a timely manner •Facilitate and maintain relationships with internal and external partners through high-level communication •Complete and update implementation project plans, benefit grid on CRM system, refine CRM processes as necessary Show less



Sage Services

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations & Client Services, Manager

  • Apr 2016 - Jan 2020

  •Responsible for internal audits, record maintenance, onboarding and billing for over 1,000 clients •Manage CRM database, including troubleshooting, maintenance, updates and report generation •Produce high-quality documents, spreadsheets and presentations for internal and customer-facing needs •Establish efficient workflow processes, monitor daily productivity and implement modifications to improve overall effectiveness of personnel and activities •Hire, manage, develop and train staff, establish and monitor goals, conduct performance reviews and administer salaries for staff •Track and record expenses, and reconcile accounts to maintain accurate, current and compliant financial Show less



EXIGIS

• United States
• Software Development
• 1 - 100 Employee

• Account Service Associate (Contract)

  • Nov 2015 - Mar 2016

  •Review, audit, and transcribe documents in support of client needs •Displayed comprehension of insurance policies, cancellations, reinstatements, endorsements, reports, and other insurance documents •Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times •Documented all customer inquiries and comments thoroughly and quickly •Review, audit, and transcribe documents in support of client needs •Displayed comprehension of insurance policies, cancellations, reinstatements, endorsements, reports, and other insurance documents •Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times •Documented all customer inquiries and comments thoroughly and quickly



CUNY Dominican Studies Institute

• New York, NY

• Research Assistant

  • Oct 2014 - Jun 2015

  •Worked on Disconnected Youth project with CUNY Hunter's CENTRO to identify and develop a database of city agencies, cultural, and community-based organizations providing services to youth ages 16-24 in Washington Heights/Inwood area of Manhattan •Contacted and coordinated focus groups with service providers and youth •Recorded data and maintained source documentation following good documentation practices •Organized important paperwork, including participant informed consent waivers and research scope documentation Show less



Voice Charter School

• Queens, NY

• Receptionist Support (Contract)

  • Mar 2014 - Aug 2014

  •Monitored and screened visitors to verify accessibility to inter-office personnel •Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking •Collected and distributed messages to team members and managers to support open communication and high customer service •Sorted, received and distributed mail correspondence between departments and personnel •Assisted internal staff with projects and administrative needs to maximize efficiency and team productivity Show less