Athena Molenhour
Urbana,IL
Summary
Dynamic Product Support Specialist, adept at delivering exceptional client service, and technical support. Proven track record in analytical problem solving and project management, enhancing customer satisfaction through effective training and documentation. Skilled in fostering team collaboration and implementing innovative solutions to optimize processes and drive results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Infovisa, Inc.
Cornelius, NC
07.2023 - Current
- Deliver comprehensive support to clients by addressing incoming inquiries through the ticketing system and email.
- Organize, oversee, and execute training sessions for new and existing clients.
- Cultivate expertise in products and services developed and supported by Infovisa.
- Demonstrate system functionality and business processes to team members and clients.
- Diagnose and analyze issues reported by customers promptly utilizing diverse methodologies.
- Facilitate the upgrade of databases and the deployment of the latest software release.
- Develop user and internal documentation.
- Support quality assurance testing across entire product range.
- Engage with clients to ensure optimal customer satisfaction after support interactions and issue resolution.
Research Business Specialist
Carle Foundation Hospital
Urbana, IL
10.2020 - 07.2023
- Utilized analytical, critical thinking, and problem-solving skills to deliver financial, administrative, and subject matter guidance for research at Carle, spanning project initiation through study closure.
- Consolidated and organized financial data for analysis and reconciliation.
- Examined financials across all research studies every month and quarter to monitor aging and initiate fund collection efforts.
- Generated and dispatched invoices to study sponsors, processed payments, and recorded study financial updates.
- Analyzed, investigated, and corrected billing variances to ensure system accuracy and currency.
- Administered cost controls and billing operations while efficiently rectifying financial discrepancies through meticulous account information management using CTMS software.
- Aligned invoices and payments received throughout project lifecycle and at closure with research and sponsor teams.
- Coordinated ClinCards for research subject payments, facilitating stipend distribution and travel reimbursement execution through electronic system.
- Contributed to budget and billing configuration within commercial CTMS, leveraging CTMS functionality for financial management
- Partnered with revenue cycle, patient accounts, accounting, coding, systems, and clinical research departments to establish and maintain precise research billing processes.
- Collaborated with research teams in clinical research sectors to address billing and financial requirements
- Exhibited exceptional professionalism and support to research staff, study sponsor team, finance manager, and other department heads, delivering outstanding customer service when resolving issues.
- Implemented, upheld, and refined internal policies to sustain responsiveness to demands.
- Assessed situations and implemented targeted solutions utilizing diverse tools and resources.
- Evaluated financial reports and improved operational efficiency to boost productivity.
Payroll Implementation Specialist
ADP
Augusta, GA
09.2019 - 07.2020
- Demonstrated superior level of professionalism and assistance to every client, maintaining ADP's dedication to service.
- Simplified intricate technology-related concepts into accessible language for clients.
- Evaluated project scope to clarify details and grasp client expectations in advance.
- Specialized solutions in accordance with industry workflows, client demographics, and protocols, adjusting implementation to align with client expectations.
- Established, configured, and addressed technical challenges for various applications.
- Proposed solutions for addressing project challenges to enable appropriate modifications.
- Captured specialized data and requirements to fulfill business needs.
- Fostered relationships with sales team to facilitate and implement corrective actions.
- Engaged with clients to ensure optimal customer satisfaction after support interactions and issue resolution.
Operations Project Leader
Busey Wealth Management
Urbana, IL
04.2018 - 05.2019
- Collaborated with operational associates and administration to identify, suggest, and implement areas of improvement to processes and policies.
- Orchestrated implementation of new account opening process by conveying objectives across front office, back office, and compliance teams, delegating multi-phase activities to suitable personnel, and managing timelines to secure successful launch.
- Implemented paperless new account process to reduce waste and enhance productivity through creation of Adobe fillable PDF forms for new account client packets.
- Streamlined account opening process by integrating DocuSign, enhancing efficiency across Wealth Management.
- Supported execution of conversion and acquisition initiatives, projects, and integration of trust accounting software release items.
- Developed and executed SQL queries to enhance data retrieval efficiency.
- Produced detailed fee analysis reports and calculations for all accounts, addressing unique client situations and fee schedules
- Audited new accounts for accuracy and completeness while upholding compliance and industry standards.
- Managed account records for new, current, and past Wealth clients, including execution of yearly vault audits and collaboration with internal and external auditors.
- Generated asset performance reports utilizing performance reporting platform Black Diamond for daily activities and periodic statement production
- Delivered training to all new and existing Wealth Management associates on trust accounting system, performance reporting platform, and various trust-related applications.
Middle Office Operations Specialist II
Busey Wealth Management
Champaign, IL
09.2015 - 03.2018
- Initiated and finalized client accounts encompassing trust and estates, agency, IRA, custody, donor advised fund, etc. with exceptional accuracy and efficiency
- Ensure high standard of compliance in account verification for accuracy and completeness.
- Developed asset performance reporting utilizing Black Diamond for daily activity and periodic statement generation.
- Partnered with Records Management department to enhance performance reporting statement printing process
- Established and assessed standard operating procedures to enhance task performance and system utilization.
- Educated wealth associates on comprehensive trust accounting system, performance reporting platform, and various trust-related applications.
- Produced detailed fee analysis reports and calculations for all accounts, addressing unique client situations and fee schedules
Trust Operations Specialist I
Busey Wealth Management
Champaign, IL
03.2014 - 08.2015
- Executed daily processing and settlement of mutual fund trade files while adhering to strict deadlines.
- Executed processing of CD purchases, maturity, and interest payments.
- Recorded dividends and interest to Wealth client accounts.
- Executed ACH transactions, wire transfers, cash receipt transactions, and daily money market sweeps.
- Administered transactions entered in trust accounting system and performed daily reconciliation of trust DDA account.
- Modified client and account data in various systems utilized by investment team for performance assessments.
- Developed and assessed standard operating procedures for task execution and system utilization.
Retirement Services Assistant
First Mid-Illinois Bank & Trust
Mattoon, Illinois
03.2013 - 02.2014
- Supported administration of retirement plans covering benefit eligibility and termination, enrollment, loans, IRA transfers, open enrollment, vendor communication, etc.
- Assisted administrators with essential office tasks including mail sorting, scheduling meetings, and processing documents.
- Executed administrative responsibilities, including completing and organizing paperwork, managing multi-line phone operations, and scheduling appointments.
- Interacted with customers and facilitated assistance as needed.
- Diagnosed customer problems and rectified issues rapidly and proficiently.
- Validated and processed customer payments via cash, credit cards, and checks
- Administered and shared confidential files and information while preventing breaches
- Collaborated with employees and upper management to maintain optimal care for customers.
Administrative Assistant
First Mid-Illinois Bank & Trust
Mattoon, Illinois
12.2012 - 03.2013
- Assisted administrators with fundamental office tasks, including mail sorting, scheduling meetings, maintaining meeting minutes, processing documents, and more.
- Organized schedules for management to connect with clients and business partners.
- Resolved complex customer inquiries to address specific concerns.
- Executed fundamental accounting and balancing tasks.
- Executed processing of account distribution requests effectively
- Assisted with annual tax preparation processes for company.
- Drafted, dispatched, received, and circulated correspondence via letters and emails.
- Developed and structured training materials for diverse office roles.
- Addressed customer questions and concerns while maintaining professionalism.
- Cataloged office supplies and coordinated procurement of new supplies as needed.
- Oversaw note-taking during business meetings and later prepared report for management.
Education
Bachelor of Science - Organizational Development
Eastern Illinois University
Charleston, IL01.2019
Associate of Science - Business Administration and Management, General
Parkland College
Champaign, IL01.2014
Skills
- Client service and support
- Technical support
- Analytical problem solving
- Effective communication
- Project management
- Client training
- Reporting and documentation
- Team collaboration
Certification
- Cannon Trust I
- Cannon Trust II
Timeline
Product Support Specialist
Infovisa, Inc.
07.2023 - Current
Research Business Specialist
Carle Foundation Hospital
10.2020 - 07.2023
Payroll Implementation Specialist
ADP
09.2019 - 07.2020
Operations Project Leader
Busey Wealth Management
04.2018 - 05.2019
Middle Office Operations Specialist II
Busey Wealth Management
09.2015 - 03.2018
Trust Operations Specialist I
Busey Wealth Management
03.2014 - 08.2015
Retirement Services Assistant
First Mid-Illinois Bank & Trust
03.2013 - 02.2014
Administrative Assistant
First Mid-Illinois Bank & Trust
12.2012 - 03.2013
Bachelor of Science - Organizational Development
Eastern Illinois University
Associate of Science - Business Administration and Management, General
Parkland College