Evie Bednarcik
Summary
Accomplished Product Support Manager at FIS, adept in strategic planning and team leadership, significantly enhanced customer satisfaction through innovative support strategies and targeted training programs. Leveraged analytical thinking and client relationship building skills to foster cross-functional collaborations, driving organizational goals. Proven track record in project management and service delivery, achieving remarkable team performance improvements.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Product Support Manager, CX Client Care
FIS
02.2018 - Current
- Provided leadership, guidance and support to 15 Client Support representatives that respond to inquiries of a technical or complex nature as it relates to FIS software products through case management.
- Proactively maintained detailed records of client interactions for easy reference during future engagements or escalations to ensure a high level of customer satisfaction.
- Acting as first level escalation of client support issues; managing Critical and Highly Sensitive issues to resolution.
- Developed strong relationships with key stakeholders and cross-functional teams through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
- Successfully managed multiple FIS products simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Participated in strategic planning sessions to align support objectives, rollouts, and launches with broader organizational goals and priorities.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
Financial Center Operations Manager
Bank of America
04.2015 - 02.2018
- Maintained a strong knowledge of market trends, staying ahead of competitors by offering relevant products and services.
- Coordinated daily operations effectively, ensuring smooth execution of all financial center functions.
- Managed high-performing team of 10, providing ongoing coaching and development to drive productivity and employee satisfaction.
- Tracked and managed service and operational key performance indicators closely making data-driven decisions to optimize results consistently.; if necessary, develop, communicate, and execute action plans to close gaps between goals and results.
- Ensured that in the event of a new procedure, product, or operational change, associates are informed and properly executing the change in compliance with regulations and policy.
- Provided exceptional customer service with escalated matters by providing resolutions in a timely manner through use of problem-solving, critical thinking, and effective communication.
- Demonstrated the ability to influence and collaborate with others outside of reporting authority to achieve sales and service goals.
Customer Assistant Supervisor, Mortgage Default
JPMorgan Chase | Wingspan Portfolio Advisors
02.2009 - 10.2014
- Promoted from Specialist role to Supervisor role of 10-12 Customer Assistant Specialist in June 2011.
- Selected by JPMorgan Chase to manage high-risk portfolio for FHA, VA, USDA, FNMA, and FHLMC in effort to improve upon number of violations incurred by previous teams managing the Regulation B portfolio.
- Sustained consistently high-performance results from all team members through individual/team development, effective management of reporting information, and successful in maintaining accountability within team environment, which was measured by numerous metrics provided from Chase leadership.
- Built an exceptional engaged team through charisma, versatility, motivation, and development of team members.
- Managed a pipeline up to 300 mortgage accounts for customers requesting mortgage assistance using multiple computer applications and databases while providing excellent customer service to each customer.
- Maintained exceptional customer relationships, collection of customer documents and review/assessed the file for completion to be submitted for underwriting review for mortgage assistance request.
Consumer Loan Officer
Launch Federal Credit Union
09.1999 - 10.2006
- Reviewed credit reports thoroughly before making lending decisions, ensuring that all relevant information was considered when assessing risk levels associated with a specific borrower profile.
- Assisted customers in selecting appropriate loan products based on their financial needs and goals.
- Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
- Increased customer satisfaction levels through prompt, accurate, and friendly service in the loan process.
Education
No Degree - Project Management Professional, PMP
Coursera
Virtual04-2025
Skills
- Team leadership
- Strategic planning
- Client relationship building
- Product lifecycle management
- Service delivery
- Product support
- Teamwork and collaboration
- Attention to detail
- Organizational skills
- Analytical thinking
- Project management
Accomplishments
- Worked aggressively with the North American Lending (FLO) line of business with resolving and closing over 800 defects cases resulting an improvement in Medallia scores over each quarter.
- Selected as a Client Attrition Superhero to help at risk clients return to better than BAU levels for ticket backlog and aging.
- Selected as one of the Change Champions for the Client Support Operating Model (CSOM) for North American Lending.
- Led the Real-Time Lending Support team that assisted more than 241k PPP loans, totaling $21B in funds during the Covid pandemic.
Certification
- Completed Cert-Prep: Scrum Master via LinkedIn
- Fred Factor Learning Development Certification
- Toastmasters Club Certification
Timeline
Product Support Manager, CX Client Care
FIS
02.2018 - Current
Financial Center Operations Manager
Bank of America
04.2015 - 02.2018
Customer Assistant Supervisor, Mortgage Default
JPMorgan Chase | Wingspan Portfolio Advisors
02.2009 - 10.2014
Consumer Loan Officer
Launch Federal Credit Union
09.1999 - 10.2006
- Completed Cert-Prep: Scrum Master via LinkedIn
- Fred Factor Learning Development Certification
- Toastmasters Club Certification
No Degree - Project Management Professional, PMP
Coursera
Similar Profiles
Sujata SinghSujata Singh
Product Owner at FISProduct Owner at FIS
Angel PenaAngel Pena
Card Associate at FISCard Associate at FIS
Thomas CorriganThomas Corrigan
Programmer Analyst II at FISProgrammer Analyst II at FIS