JACQUELINE SMITH

• Staying onboard after WTW sold positions to Atos, delivering all regional and “follow-the-sun” service support for critical incidents, problem RCA, and complex escalations, while serving as Change Management liaison.
• Ensuring the team provides effective, efficient handling of all Service issues by working closely with the Service Desk, Resolver Groups, external partners, and other Service Management functions.
• Managing Incidents from inception until they are resolved. Collaborate with technical teams, vendors, clients, to ensure relative parties are engaged in troubleshooting process.
• Effectively providing business relationship management throughout each region and handling VIP escalations, while also contributing to Service Management and ServiceNow COE service improvement.
• Driving operational service excellence by improving standardization and implementing best practices, as well as contributing to the planning and design of all relevant process improvements and changes.
• Strategically providing daily management of the Problem Management process, including RCA completion, while collaborating with the Resolver teams to ensure adherence to SLAs.
• Providing SDM support of and communication on Critical Incidents, including handover to the next region, as well as supporting business initiatives and IT projects with Service Transition.
• Consistently meeting or exceeding current Service Levels Agreements to service users, including timeframes, while also improving end user satisfaction by helping reinforce training programs to increase computer literacy/self-sufficiency.

Willis Towers Watson (Previously Willis; Towers Watson & Willis merged in 2015) – Tampa, FL
• Successfully maintained and supported the Workplace Technology estate, adhering to the approved global hardware standards, while utilizing agreed global images, processes, procedures and workflows, including security controls.
• Provided user training and guidance through various methods, including face-to-face and group sessions, as well as provided additional value-added services through Senior Executive Support, when required.
• Efficiently troubleshot, diagnosed, and repaired hardware issues on desktops, laptops, printing devices, mobile devices, and AV equipment, while sharing information with other Service Delivery staff to aid in problem resolution.
• Built strong relationships with IT colleagues, especially those in Technical Resolver groups, and participated in team meetings to communicate challenges faced, discuss key Service Delivery initiatives, and be aware of updates on SLAs.
• Effectively supported Real Estate activities, including colleague moves, office relocations, integrations, and closures.
• Administered Active Directory, overseeing user management, manual addition of PCs to the domain, and creation of shares and distribution lists.
• Proactively recommended changes to Service Delivery policies, procedures, technology, and training to improve effectiveness, efficiency, and service quality.
• Installed and configured new file servers and print servers to ensure seamless operation.
• Supported asset management efforts by maintaining equipment inventory, facilitating the replacement of leased equipment, and managing the recycling of outdated equipment.

Willis (Previous HRH; Willis & HRH Merged in 2008) – Glen Allen, VA
• Supported the statistical analysis process for internal/external clients, including conducting data transfers, reviewing data for integrity, manipulating and summarizing data, data mining, and report construction.
• Effectively served as a backup for the I.T. US Service Delivery Group, as well as aided Senior Data Analysts in providing clients and prospects with meaningful data metrics to aid them in managing risk.
• Performed integrity checks on initial loss run data and reviewed Senior Data Analyst's end work products for accuracy and consistency, while also training peers on using and optimizing Excel templates.
• Worked closely with business units to prepare and present reports on clients' losses, as well as developed and maintained executive summary dashboards that were targeted at measuring overall claims performance.
• Successfully maintained online access with as many Insurance Carriers and TPAs as needed, in addition to contributing to the development of personal relationships with RMIS and other technical vendors.
• Researched different technology offerings across the industry and worked with vendors to ensure company resources had the most current data and system features to attract new clients and retain existing relationships.
• Effectively identified clients' needs based on their verbal requests for data, and reported any claims discrepancies to the Claims Manager, as well as identified potential participants, making contact and facilitating the exchange of data.

• Offered comprehensive support to clients, addressing inquiries, and managing customer complaints effectively
• Orchestrated seamless coordination between customers and print shops to ensure satisfactory printing of collection letters and statements
• Managed inventory levels meticulously and liaised with the purchasing manager to procure new inventory as needed
• Maintained consistent communication with customers, facilitating the setup process for new accounts and fostering ongoing relationships
• Coordinated meetings with prospective clients to explore business opportunities and address their needs
• Provided training and guidance to fellow employees to enhance team capabilities and performance
• Utilized scripts to process live data files efficiently, ensuring accuracy and timeliness
• Typed and maintained text reference files to complement pres software utility operations
• Proficiently updated scripts using the pres script editor to optimize functionality
• Managed client binders, organizing and updating them with relevant documentation
• Implemented backup procedures for clients' live data onto CD-ROMs to ensure data integrity
• Provided comprehensive training to colleagues to enhance their proficiency and effectiveness.

• Provided immediate support for payroll inquiries through the HRIS systems helpdesk
• Conducted rapid investigations to ensure the accuracy of new Human Resource forms
• Generated periodic audit reports to facilitate data integrity checks
• Collaborated with Human Resources to maintain and update forms on the company intranet
• Coordinated travel arrangements and prepared training materials for HR staff nationwide
• Developed flow charts to streamline HR operations for the Vice President
• Logged all issues into the Remedy system for efficient tracking and resolution.

• Oversaw end-user management, asset data administration, and account data accuracy for global accounts.
• Played a pivotal role in process refinement and enhancements to facilitate the management of global accounts.
• Contributed as a key member of a three-person team involved in designing and implementing standard reporting features sourced from Oracle database, benefiting internal operations and client support.
• Actively engaged in the continuous development and testing of web-based tools for efficient data collection and asset classification, particularly within the processing industry.
• Conducted weekly quality assurance testing to ensure seamless integration of website enhancements and optimal functionality.

• Ensured precise posting of all cash receipts in accordance with customer timeframes and expectations.
• Managed end-to-end processing of credit memos, encompassing system input, funding, cash reconciliation, and check handling.
• Offered valuable assistance to the approvals department, contributing to streamlined operations.
• Developed and executed departmental logs leveraging Microsoft Excel, enhancing organizational efficiency.
• Conducted comprehensive testing of the new CCRIS system to assess accuracy and user-friendliness.
• Provided guidance to colleagues and supervisors in identifying and resolving operational challenges.
• Conducted in-depth research on check variances, elucidating findings to Account Executives for informed decision-making.
• Utilized Bell & Howell duplex scanner to scan invoices, credit memos, and customer checks efficiently.
• Executed scanning, indexing, and release of images into the watermark browser as well as assisting employees regarding the functionality of the watermark browser, ensuring smooth operations.
• Managed maintenance and operation of the Bell & Howell scanner to ensure optimal performance.
• Implemented barcode recognition setup on the scanner for seamless document processing.