Arty Hammonds III
Jacksonville,FL
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
23
23
years of professional experience
Work History
Client Services Manager
FIS Management Services
Jacksonville, FL
11.2015 - Current
- Managed new client onboarding and off boarding processes, ensuring smooth integration into company culture and operations
- Maintains positive working relationships with customers/clients
- Identifies customer needs and oversees service delivery within the business context
- Leads the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
- Collaborated with Development, IT Operations, and Sales teams to implement IT solutions tailored to business/client needs
- Manages finances and budgets
- Determine ways to reduce costs without sacrificing customer satisfaction
- Assess customer feedback and using creativity to establish, improve, and refine services
- Remains organized and met deadlines
- Build partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise
- Developed a keen understanding of industry trends by participating in conferences and networking events which allowed me to provide better solutions for our clients.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Kept stakeholders up to date on details pertaining to client projects.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
Support Engineer II
FIS Management Services
06.2022 - 09.2023
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
Product Support Supervisor
FIS Management Services
Jacksonville, FL
11.2015 - 06.2022
- Leveraged data-driven insights from customer interactions to identify patterns or trends that could inform future product enhancements or updates.
- Maintained product management staff by recruiting, selecting, orienting and training 15 employees.
- Completed bi-weekly payroll for10 employees.
- Improved product support efficiency by streamlining processes and implementing best practices.
- Reviewed and updated support documentation to ensure accurate and relevant information was available for customers as well as team members responding to inquiries.
- Established an escalation process to ensure timely resolution of critical issues affecting customers'' operations.
Retail/Web Support/Test Analyst
PHH Mortgage
Jacksonville, FL
01.2013 - 11.2015
- Provides Support and technical Training on hardware/software bro end users
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Established performance and service goals and held associates accountable for individual performance.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Established team priorities, maintained schedules and monitored performance.
- Improved software quality by designing and executing comprehensive test plans.
Mortgage Service Representative
PNC Mortgage
01.2011 - 01.2013
- Initiate service by recording requests and answering questions regarding mortgages
- Collect revenue by receiving and recording payments
- Resolve billing problems by identifying the problem; explaining procedures; forwarding required adjustments
- Improve quality results by evaluating processes, recommending changes
Account Services Representative
ADT
01.2009 - 01.2011
- Respond to billing inquiries
- Perform account updates and maintenance
- Collaborated with sales teams to identify cross-selling opportunities, increasing revenue for the company.
- Identified process improvements to enhance overall team productivity while maintaining high levels of customer satisfaction.
QA Analyst/Tester
HSBC Retail Services
Jacksonville, FL
11.2001 - 01.2008
- Facilitated meetings with Business Analysts and/or QA Analysts to discuss various QA activities such as: testing strategies, entrance/exit criteria, deadlines, defect tracking, deployment and risk assessments
- Leadership roles in creation and implementation of test plans and processes based on business requirements
- Reviewed, divided and distributed system defects and software enhancements to a range of three to twelve QA Analysts – on and off-site (in Delaware, Florida, Illinois & India)
- Extensively performed requirements verification testing, user-acceptance, regression, functional, compatibility, reliability, usability, installation, security and related testing methodologies
- Escalated issues to developers and verified fixes
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
Education
Some College (No Degree) - Business Management
Florida State College of Jacksonville
Jacksonville, FLSkills
- Client relationships
- Client relationship building
- Team development
- Staff training
- Recruiting and hiring
- Account management
- Project oversight
- Service initiatives support
- Report generation
- Report creation
- Business services support
- Client service delivery
- Team leadership
Accomplishments
- Led a critical system upgrade/migration with zero downtime, ensuring seamless business continuity.
- Identified and resolved high-priority production issues, cutting resolution time by 89% and improving user experience.
- Automated incident response workflows, decreasing issue resolution time from 4 hours to 30 minutes.
- Worked closely with cross-functional teams to align technical solutions with business goals, improving service delivery.
Timeline
Support Engineer II
FIS Management Services
06.2022 - 09.2023
Client Services Manager
FIS Management Services
11.2015 - Current
Product Support Supervisor
FIS Management Services
11.2015 - 06.2022
Retail/Web Support/Test Analyst
PHH Mortgage
01.2013 - 11.2015
Mortgage Service Representative
PNC Mortgage
01.2011 - 01.2013
Account Services Representative
ADT
01.2009 - 01.2011
QA Analyst/Tester
HSBC Retail Services
11.2001 - 01.2008
Some College (No Degree) - Business Management
Florida State College of Jacksonville
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