DAPHNE HANDLEY
Atlanta,GA
Summary
PROJECT COORDINATOR AND ACCOUNT ANALYST Top-Performing, Ambitious, Goal-Oriented Deliver exceptional client relationship experience and increase revenue via intuitive ability with clients and solid skills in retaining and expanding client base. Interface with clients, staff, and management at all levels, utilizing strong interpersonal and multitasking skills. Develop, implement, integrate, and manage complex procedures into quality- or production-oriented processes. Display exemplary integrity and a work ethic.
Data Management & Analysis | Business Process Optimization | Account Management Team Leadership/Training | Strategic Planning | Process Improvement | Disaster Recovery Plan Rational has years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. A knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
14
14
years of professional experience
Work History
Contractor, Fiserv Senior Customer Service Representative
ALLERE GROUP
Atlanta, GA
10.2021 - 06.2022
- Provided operational and strategic support for 35 credit clients, utilizing the Vision Plus and Optis platforms to deliver prompt and professional solutions for customers' inquiries via phone, email, and online.
- Independently learned details of 10-15 product lines of service to improve client satisfaction.
- Maintain relationships with other departments as well as client base to ensure a professional business relationship.
- Document problems and corrective actions/procedures in tracking software.
Customer Service Representative Senior
CITY OF ATLANTA
Atlanta, GA
04.2019 - 10.2021
- Accomplished in providing information and assistance to the public, including customers, constituents, and other parties.
- Determines the nature of the problem or request and responds directly and individually to the correct resource.
- Interviews citizens either by phone or in person to determine the details of the inquiry or problem.
- Researches, gathers, and enters all pertinent facts pertaining to issues and complaints into a database.
- Advises departmental personnel, citizens, and others on the status of cases pending, and makes referrals to other agencies as appropriate.
- Completes ad hoc projects successfully and in a timely manner as assigned.
Client Service Analyst Senior
TOTAL SYSTEM SERVICES, INC
Columbus, GA
10.2010 - 10.2017
- Utilized specialized knowledge of the industry, system, module, and product and used the information to advise clients.
- Provided expertise and advice on calls with technical, account management, vendors, and client portfolio needs for various domestic and international clients.
- Led client and internal training on specified modules or products, as required.
- Clarified impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions, and communicating resolutions.
- Increased revenue and met client needs by advising on alternative options and providing knowledge transfer between ongoing projects and client issues, ensuring components were meeting client and company needs.
- Solidified client relationships through thorough knowledge of systems and product functionality, resulting in new products and portfolios for clients.
- Fulfilled request to ensure entire product portfolio included new debit product and international portfolio, covering 3 representatives and 5 portfolios total.
Client Service Analyst II
TOTAL SYSTEM SERVICES, INC
10.2006 - 10.2010
- Acknowledged and rewarded for directing a semiannual disaster recovery (DR) project for the department by working with all departments to develop, refine, and conduct readiness tests of the DR plan.
- Subject matter expert relating to the client’s portfolio provisions
- Developed projects relative to resolving client issues and coordinated problem-solving efforts with technical support.
- Reconciled client's credit card portfolio; maintenance of accounting structure; daily inquiry resolution.
- Excelled in auditing maintenance and inquires with SLAs and other auditing tasks from management.
- Consulted with clients on new services and products relative to business; met to review upcoming changes to the association’s mandates.
- Coached and mentored clients, improving their knowledge of changes and developing new skills for changes accordingly.
- Researched and prepared correspondence relating to incoming multimillion-dollar financial records, liaising with internal / external technical resources and ensuring financials were received and processed in a timely fashion, avoiding loss of revenue to the company and clients.
- Increased departmental accuracy and prevented costly errors by educating new and existing employees on company tools, products, and procedures.
- Assigned to a preliminary team, learning the new tool, product, or procedure, then to the training department before being rolled out to the entire company for mass training and use.
- Selected as department trainer for new representatives, ensuring completion of training and enhancing performance for the assigned position.
- Enhanced knowledge of daily flow by teaching how to answer client inquiries and complete research techniques on various topics.
Education
Bachelor of Science (BS) - Information Resources System
University of Wisconsin-Milwaukee
Skills
- MS Office
- Mainframe Environment/Software
- Payment File Transmissions
- XML Packets—Research and identify errors for resolution advice
Timeline
Contractor, Fiserv Senior Customer Service Representative
ALLERE GROUP
10.2021 - 06.2022
Customer Service Representative Senior
CITY OF ATLANTA
04.2019 - 10.2021
Client Service Analyst Senior
TOTAL SYSTEM SERVICES, INC
10.2010 - 10.2017
Client Service Analyst II
TOTAL SYSTEM SERVICES, INC
10.2006 - 10.2010
Bachelor of Science (BS) - Information Resources System
University of Wisconsin-Milwaukee
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