Chelsea Singh
Houston,Tx
Summary
Dynamic and results-oriented professional with a proven track record at FIS, specializing in issue resolution and customer advocacy. Excelled in cross-functional coordination and CRM software, significantly improving service desk operations. Recognized for outstanding problem-solving abilities and commitment to enhancing product functionality, demonstrating exceptional remote support skills and a collaborative team approach.
Overview
7
7
years of professional experience
Work History
Product Support Analyst
FIS
Houston, USA
10.2021 - Current
- Act as the primary point of contact for customer support inquiries, managing and resolving tickets within ServiceNow
- Investigate and resolve FI (Financial Institution) monthly, quarterly, and yearly reporting issues, ensuring accurate and timely data delivery
- Triage and troubleshoot customer requests in ServiceNow, diagnosing configuration issues, software bugs, and enhancement opportunities
- Utilize ServiceNow ITSM and Jira to track, prioritize, and resolve technical issues efficiently
- Collaborate with product and development teams to escalate and address system defects, ensuring seamless product performance
- Document and analyze customer issues, creating detailed bug reports and knowledge base articles to improve future support efficiency
- Assist in ServiceView updates and migrations, ensuring minimal disruption for customers
- Monitor support trends and customer feedback to drive improvements in product functionality and reporting accuracy
- Advocate for customers by ensuring their needs are represented in product enhancements and development decisions
Digital Research Assistant/Project assistant
Curinos
Houston, USA
04.2019 - 10.2021
- Conduct in-depth gap analysis by researching banking apps/websites, identifying discrepancies, and generating reports with actionable recommendations for improvements
- Manage and handle 10+ client inquiries daily, ensuring quick and accurate responses to research-related questions
- Collaborate with internal teams to assess project timelines and ensure alignment with strategic objectives
- Prepare comprehensive schedules and reports that outline required development changes and improvements based on research findings
- Ensure all research adheres to quality standards, analyze relevant data, and track progress toward deadlines
- Coordinate with clients to gather data intake and contribute to ongoing development research
- Publish research findings in DBH reporting, ensuring clear communication of results and recommendations
- Oversee and implement quality control (QC) revisions, making informed decisions about necessary changes based on research outcomes
Client Service Representative
Amegy Bank
Houston, USA
11.2017 - 04.2019
- Process 60+ teller transactions daily, including servicing client accounts, accepting loan payments, cashing checks, balancing drawers, and resolving discrepancies efficiently
- Manage the billing department, handling 50 invoices per day, ensuring accuracy and timeliness in processing
- Promote banking products by analyzing customer relationships and recommending relevant products to meet their needs
- Consistently exceed quarterly sales goals, earning recognition as the top sales representative for multiple periods
- Provide training and coaching to new employees, fostering team development and operational efficiency
- Assist with vault operations, including auditing, cash handling, and managing high-volume cash shipments, ensuring compliance with security protocols
Education
Bachelor - Business Administration; Finance Major
University of Houston - Bauer College of Business
Houston, TXSkills
- Cross-functional coordination
- Service desk operations
- CRM software
- Issue reporting
- Escalation management
- Telephone support
- Schedule coordination
- Application support
- Remote support
- System administration
- Operating systems
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
Urdu
Professional
Timeline
Product Support Analyst
FIS
10.2021 - Current
Digital Research Assistant/Project assistant
Curinos
04.2019 - 10.2021
Client Service Representative
Amegy Bank
11.2017 - 04.2019
Bachelor - Business Administration; Finance Major
University of Houston - Bauer College of Business
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