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Skills

  • Technical documents comprehension
  • Compliance oversight (e.g., initiative)
  • Method equipment
  • Problem resolution
  • Customer Relationship Management (CRM)
  • Data reconciliation in digital transactions
  • Software diagnosis
  • MS Office
  • First Aid/CPR
  • End-user training for fintech platforms

Work Experiences

  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved 48% fewer cyberattack attempts.
  • Achieved a Outstanding Service Award for best-in-region fund management.
  • Increased company revenue by 17% beyond the past year targets by upselling products and services.
  • Achieved recovery over one year.
  • Achieved Employee of the Year in 2017.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with accounting teams to resolve discrepancies.
  • Analyzed customer usage data on new banking services.
  • Assessed compliance for SAP solutions.

Summaries

  • Electronic Banking Specialist is a multi-talented Electronic Banking Specialist who is consistently rewarded for planning and operational improvements.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • ServiceNow expert and Power BI user.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Adept at tracking down transactional discrepancies.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Costs were consistently reduced while profits were increased.
  • Adept at implementing solutions that enhance security.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Certified Electronic Banking Specialist.

Accomplishments

  • Collaborated with team of 9 in the development of framework.
  • Successfully troubleshot and resolved more than 2 digital banking issues annually, maintaining a customer satisfaction score of 51%.
  • Developed performance tracking tools that allowed for real-time transaction monitoring, cutting down system errors by 80%.
  • Co-led a project to transition legacy banking processes to digital workflows, improving operational efficiency by 39% within several months.
  • Identified and mitigated 5 instances of potential fraud through the early detection of transaction anomalies.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized electronic banking procedures, reducing transaction processing time by 20% through automation tools.
  • Documented and resolved system which led to standard.
  • Collaborated with IT to implement program multi-factor authentication system, strengthening platform security and reducing unauthorized access attempts by 22%.

Affiliations

  • Freemason
  • American Medical Informatics Association
  • Project Management Institute
  • Society of Human Resource Management
  • International Association of Service Professionals in Banking Tech
  • Electronic Funds Transfer Association (EFTA)
  • PCI Security Standards Council Participant
  • Digital Banking Leadership Academy - 2022
  • Association of Information Technology Professionals
  • Certified Treasury Professional (CTP) - 2019

Certifications

  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • CompTIA Security+ – process
  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Certified Electronic Banking Officer (CEBO) - Lakeside Partners
  • Certified Anti-Money Laundering Specialist (CAMS) - ACAMS
  • Accredited ACH Professional (AAP) | National Automated Clearing House Association (NACHA)

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