Cassandra Muller
Sarcoxie,MO
Summary
Dynamic customer service professional with over 18 years at Jack Henry, excelling in troubleshooting and support case management. Proficient in PeopleSoft and SQL, I effectively collaborate with teams to resolve complex software issues, ensuring timely solutions for special care customers. Recognized for training new TSRs and enhancing operational efficiency.
Overview
22
22
years of professional experience
Work History
4sight Support Rep III, Techl Supt
Jack Henry
11.2005 - Current
- Responsible for taking support cases through our PeopleSoft program and troubleshooting the 4Sight software.
Customer Service
4sight
Monett, MO
11.2005 - Current
- I have 12 years of experience managing after-hours cases, either with a small group or on my own.
- Twelve years working closely with other JHA products, TSRs, in our AS400 groups, Core groups, and Vertex groups.
- Twelve years of working with special care customers, making sure their cases and software issues were taken care of in a timely manner.
- When covering the overnight shift, create a nightly report of any special care customers that were worked on after hours. Detailing all the information regarding the case and sending it to managers and supervisors.
- Working closely with the IP and data center on any after-hours issues they may have.
- Placing cases in our 4sight support queue that need to be addressed in the AM. Sending emails with the customers' info, and making sure the case is placed properly in the queue.
4sight support Day shift
Jack Henry
Monett, MO
11.2005 - 01.2013
- Eight years of taking support cases and troubleshooting any daily operational software issues, including. End of Day, Start of Day, keying, balancing, researching images, printing images, adding routing numbers to our ICE program, and statement issues such as printing and researching statements.
- Eight years managing cases for customers who have just gone through a new install or release. Helping them with any type of software issues or training questions they may have.
- Eight years of filling out upgrade request forms and getting the information to the install, or release, groups.
- Eight years troubleshooting hardware issues, gathering all the information for our network hardware group. Making sure they have all the info regarding the machine, including the make, model, and serial numbers.
- I have 8 years of experience working with new TSRs, training, and understanding the 4Sight system, filling out any request and transfer forms, and, if a case needs to be transferred, getting the information to the correct JHA product.
Call Center Agent CSR
Jack Henry
10.2003 - 11.2005
- Responsible for taking high volumes of calls and placing support cases for all JHA products.
Education
Get Organized how to be a together teacher-Course certificate -
Coursera
Online Course 02.2023
Basic Personal Finance Learning Plan -
JHA Class
Online Course06.2013
Principles for banking class -
OTC
Springfield, MO05.2002
High School -
Sarcoxie High School
Sarcoxie, MO05.2001
Graphic Arts Technology Certificate -
Franklin Technology Center
Joplin MO 05-2001
Skills
- Design and layout fundamentals
- Logo development
- Bindery processes
- Microsoft Office Suite
- Peoplesoft expertise
- SQL proficiency
- Collaboration tools
- Cisco Webex skills
Timeline
4sight Support Rep III, Techl Supt
Jack Henry
11.2005 - Current
4sight support Day shift
Jack Henry
11.2005 - 01.2013
Customer Service
4sight
11.2005 - Current
Call Center Agent CSR
Jack Henry
10.2003 - 11.2005
Get Organized how to be a together teacher-Course certificate -
Coursera
Basic Personal Finance Learning Plan -
JHA Class
Principles for banking class -
OTC
High School -
Sarcoxie High School
Graphic Arts Technology Certificate -
Franklin Technology Center