Diane Indovina
Monett,MO
Summary
Accomplished Branch Operations Manager and Technical Support Representative with a proven track record at Jack Henry and Central Progressive Bank. Expert in software diagnosis and customer service, enhancing branch efficiency and client satisfaction. Holds an ACH Accredited Professional Certification since 2011, demonstrating a blend of technical proficiency and exceptional interpersonal skills.
Overview
31
31
years of professional experience
Work History
Technical Support Representative, Advisory
Jack Henry
12.2005 - 08.2023
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to ACH and Wires technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched product and issue resolution tactics to address customer concerns.
Branch Operations Manager
Central Progressive Bank
05.1999 - 09.2005
- Core Software Platform - Jack Henry CIF 20/20
- Oversaw training branch and back office employees for annual software updates
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
Branch Operations Manager
Parish National Bank
11.1992 - 05.1999
- Core Software Platform - Jack Henry SilverLake
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
Education
High School Diploma -
Largo Senior High School
Largo, FLSkills
- ACH Accredited Professional Certification since 2011
- Service support
- Software diagnosis
- Customer Service
- Desktop support
Timeline
Technical Support Representative, Advisory
Jack Henry
12.2005 - 08.2023
Branch Operations Manager
Central Progressive Bank
05.1999 - 09.2005
Branch Operations Manager
Parish National Bank
11.1992 - 05.1999
High School Diploma -
Largo Senior High School