Aria Berry

• Resolved 83% of customer inquiries through effective communication and problem-solving techniques.
• Analyzed customer feedback to identify areas for service improvement and recommend solutions.
• Managed multiple priorities in a fast-paced environment while maintaining high-quality service standards.
• Responded to customer inquiries via phone, email and web-based platforms.
• Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Collaborated with cross-functional teams to ensure seamless service delivery for customers.
• Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong relationships with clients, leading to increased loyalty and repeat business.
• Collaborated with team members to improve response times and enhance overall service delivery.
• Agent OSAT 89.4 (YTD)
• Ease of Resolution 97.1 (YTD)
• QEVAL 90.27% (YTD)

•Managed daily operations of 600+ branch IT systems, including network devices, servers, and workstations, ensuring efficiency and security.
• Provided technical support and troubleshooting, leveraging Remote Desktop tools, ServiceNow, and Splunk to diagnose and resolve 80% of branch issues.
• Administered user accounts, Active Directory Group Policies, and access controls to maintain security compliance for 5,000 end - users.
• Maintained documentation for system configurations, policies, and security standards while ensuring regulatory compliance.
• Led training initiatives, empowering branch staff with best practices in IT security and software use.

• Managed user accounts and permissions using Active Directory to enhance security protocols.
• Monitored system performance and resolved issues to ensure optimal functionality across all platforms.
• Managed user accounts, permissions, and access controls within Active Directory environment.

• Configured, maintained, and supported critical banking applications, including TouchPoint Teller/Sales & Service and TouchPoint Administrator Console.
• Provided technical support and troubleshooting, leveraging Remote Desktop tools, Cherwell, ServiceNow, and Splunk to diagnose and resolve 80% of branch issues.
• Coordinated major branch IT projects and system updates with Central IT, ensuring alignment of branch IT strategies with organizational goals.
• Executed disaster recovery plans, achieving full recovery from IT-related disruptions within 4 hours 75%.

• Provided VPN and McAfee encryption support, guiding employees through authentication and security protocols and reducing security-related access issues by 30%.

• Managed system performance and availability across multiple platforms to ensure uninterrupted banking operations.
• Facilitated disaster recovery initiatives, enhancing system resilience and minimizing downtime during incidents.