Angela Evans
Raleigh-Durham,North Carolina
Summary
Dynamic professional with a proven track record at LPL Financial, specializing in banking, project management, and Salesforce. Recognized for identifying business needs and implementing innovative solutions that enhance operational efficiency and drive growth. Core competencies include data analysis, strategic planning, and effective communication with stakeholders at all levels. As a Case Management Specialist, excels in client assessment, care coordination, and resource management to achieve positive outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Solution Center Specialist
LPL Financial
11.2023 - Current
- Managed cases from internal and external business partners
- Developed and maintained FAQ’s reporting, and procedures
- Provided solutions to escalations and complex business
- Created detailed documentation of customer interactions, troubleshooting steps and resolutions.
- Contributed ideas during team meetings on how to improve the quality of services provided.
- Maintained an up-to-date knowledge of the latest technologies related to customer service operations.
- Troubleshot problems reported by customers, identified root causes and implemented solutions quickly.
Treasury Migration Analyst
Vericast
, USA
08.2023 - 11.2023
- Company Overview: (CONTRACT)
- Partnered with a mid-sized commercial banking institution to migrate business banking clients to a new online banking platform
- Evaluated system requirements and processes to provide and implement appropriate solutions, resulting in improved system performance and customer experiences
- Consistently providing a best-in-class client experience while assisting clients through the conversion of various banking systems
- Conducted post-migration reviews to evaluate success of the project against predefined criteria.
- Managed multiple concurrent projects while maintaining high levels of quality control across all activities involved in the process.
Customer Success Manager
Conga
06.2021 - 08.2022
- Company Overview: (PREVIOUSLY APPTUS)
- Managed several Enterprise clients with a combined ACV of $6 million, ensuring successful partnerships and ongoing strategic success
- Exceeded quarterly goals of Sales Accepted Opportunities, demonstrating strong sales acumen and relationship-building skills
- Collaborated closely with Sales Account Executives to develop and execute account & project plans, ensuring alignment on project strategies
- Successfully drove revenue and improved customer satisfaction by building strong relationships and understanding customer needs
- Managed projects and internal advanced service improvements, consistently delivering high-quality results
- Promoted ongoing process improvement, streamlining operations and enhancing overall efficiency
- (PREVIOUSLY APPTUS)
Business & Treasury Implementation/ Software Support Analyst
First Citizens Bank
Raleigh, USA
12.2013 - 06.2021
- Created a customized onboarding experience for assigned customers, leading to increased satisfaction and retention
- Provided daily software support and training to Clients and Vendors, demonstrating a deep understanding of the products and services
- Evaluated system requirements and processes to provide and implement appropriate solutions, resulting in improved system performance and customer experiences
- Inspected and analyzed client cost and expense reporting, identifying cost-saving opportunities
- Researched industry trends related to onboarding practices in order to stay up-to-date on best practices.
- Managed stakeholder expectations through regular status updates and reports.
- Conducted training sessions for users on how to use the newly implemented software program.
- Implemented customizations according to customer specifications while adhering to established coding standards.
Education
ACCREDITATION - INFORMATION TECHNOLOGY
ECPI UNIVERSITY
01.2001
Skills
- Project Management
- Salesforce
- Gainsight
- SaaS Management
- Baas
- PowerBI
- ACH, PP, DES
- Credit/debit card payments
- Box Management
- Smartsheet
- JIRA Project Management
- Zendesk
- SharePoint
- Time management abilities
Certification
Certified Customer Success Management
Timeline
Solution Center Specialist
LPL Financial
11.2023 - Current
Treasury Migration Analyst
Vericast
08.2023 - 11.2023
Customer Success Manager
Conga
06.2021 - 08.2022
Business & Treasury Implementation/ Software Support Analyst
First Citizens Bank
12.2013 - 06.2021
ACCREDITATION - INFORMATION TECHNOLOGY
ECPI UNIVERSITY