ASHLEY MCPHAIL
Reynolds,GA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
ASSOCIATE IMPLEMENTATION MANAGER
TSYS
03.2015 - Current
- Leads large scale migration projects from several different platforms to TSYS including but not limited to commercial, consumer, debit, and health care card platforms
- Manages teams of 15+ analysts, ensuring efficiency, data accuracy and proactiveness
- Works cross-functionally internally as well as with external clients and resources ensuring clear communication and timely support
- Prepares kick-off materials as well as weekly updates including PowerPoint or google slide templates customized appropriately for each client and project
- Manages projects that require working within a single business segment or multiple, and/or across a few corporate shared service resources, such as Software Development, Product Implementation, Information Security, IT Development, Customer Service, and/or Training, so the projects are completed on time with quality
- Acts as a liaison with other areas in the organization to secure specialized resources and contributions for the all implantation projects
- Gathers project sizing information from appropriate teams, and ensures all projects are properly and accurately estimated and timely billed
- Makes decisions within established processes, methodologies, etc.; with some oversight, makes recommendations outside of established guidelines
- Conducts implementation project meetings, and prepares regular reports to communicate the status of the project within and beyond the project team
- Works with stakeholders and identifies and establishes priorities, allocates tasks, and coordinates project staff to meet project targets and milestones and ensures project is delivered to the internal and/or external client's satisfaction
BUSINESS ANALYST
TSYS
08.2009 - 03.2015
- Analyzed the daily operations of customer interactions with customer service representatives to determine the need of the customers, clients, and TSYS
- Consulted with clients on a monthly basis to review the findings from the analysis conducted and provide suggested actions
- Prepared slides that are used for executive business reviews
- Assisted my team and department with efforts to increase revenue
- Meet with clients to review our methodology and process flows
- Submit billing information to Client Relations upon the completion of each project
NICE ANALYST POINT OF CONTACT
TSYS
01.2009 - 08.2009
- Participated in specific training for NICE Analytics and all the systems functionalities
- Monitored analytical trends by using weekly reports and relayed information to management when deemed appropriate
- Consulted with supervisors regarding agent performance and outlined areas for improvement as they related to trends found through call analysis
SUBJECT MATTER EXPERT
TSYS
01.2009 - 08.2009
- Operated as the primary resource within the call center for client portfolios
- Assisted all members of TSYS Managed Services with needs and requests regarding specific clients
- Worked with all levels of management to improve relationships between the customers, clients, and the TSYS company
- Continued to accept extra work and learn the various roles in the organization in order to increase experience and potential with the company
CUSTOMER SERVICE REPRESENTATIVE
TSYS
10.2007 - 01.2009
- Answered calls daily to assist customers with their concerns and needs regarding their accounts
- Assisted with various team duties, such as completing weekly coaching forms and tracking adherence standards
- Worked diligently to learn every aspect of the roles within my team to improve work ethic an increase personal experience
Education
MASTER OF COSMETOLOGY CERTIFICATION -
MIDDLE GEORGIA TECHNICAL COLLEGE
WARNER ROBINS, GA12.2006
HIGH SCHOOL DIPLOMA - TAYLOR COUNTY SEAL
TAYLOR COUNTY HIGH SCHOOL
BUTLER, GA05.2004
Skills
- Chip/PIN Certified
- TS2 Commercial/TS2 Consumer Implementation Specialist
- Consumer/Commercial/Debit Conversions
- Google Workplace
- Microsoft Office Suite
- Project Planning
- Management Consulting
- Contract Management
- Outstanding oral and written communication
- Resolve moderately complex issues
Timeline
ASSOCIATE IMPLEMENTATION MANAGER
TSYS
03.2015 - Current
BUSINESS ANALYST
TSYS
08.2009 - 03.2015
NICE ANALYST POINT OF CONTACT
TSYS
01.2009 - 08.2009
SUBJECT MATTER EXPERT
TSYS
01.2009 - 08.2009
CUSTOMER SERVICE REPRESENTATIVE
TSYS
10.2007 - 01.2009
MASTER OF COSMETOLOGY CERTIFICATION -
MIDDLE GEORGIA TECHNICAL COLLEGE
HIGH SCHOOL DIPLOMA - TAYLOR COUNTY SEAL
TAYLOR COUNTY HIGH SCHOOL