Summary
Overview
Work History
Education
Skills
Timeline
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Jamette Jamie Taylor

Jamette Jamie Taylor

Lathrup Village,MI

Summary

Forward-thinking Operations Specialist bringing 10 years of expertise in Migrations / Conversions for Banking sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in FIS and BottomLine Banking Software

Overview

16
16
years of professional experience

Work History

Transitions Specialist

Apex Systems Truist Bank
07.2022 - 10.2023
  • Using Bottom Line Technology and Treasury Management Applications I assisted with successfully migrating hundreds of commercial banking customers to new platforms
  • Provided superior internal and external customer service and technical support
  • I documented phone calls, emails, messages etc, by using databases like Access or Excel
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Generated reports detailing findings and recommendations.

Production Support Analyst II

Comerica Bank
02.2018 - 06.2022
  • Provided support for all treasury management applications including incoming wires, ACH, Transfers, Real Times Payments, Checks, etc
  • Created technical tickets and provided updates to senior team members for errors & system issues
  • Provided operation managers and production team with analytical reports used to determine file and/or production errors
  • Manually transitioned payments to reflect current status of customer accounts
  • Monitored incoming/outgoing payments to ensure no payments are “stuck in extract” or other errors
  • Monitored several internal mailboxes to provide support to Treasury Management Officers
  • Able to provide testing on most bank applications to report any internal / external customer errors.
  • Identified root causes of recurring problems to implement effective solutions.
  • Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
  • Used Service Now to document internal procedures and monitor daily reports.
  • Provided daily support with escalated ticket resolution and liaised with business and technical leads.
  • Generated reports detailing daily findings and or recommendations or instructions for the next shift.

Conversion Specialist

RWC, (Real World Consulting) Comerica Bank
11.2016 - 01.2018
  • Converted the bank’s legacy Remote Deposit Capture platform to a new remote check deposit service
  • Troubleshoot and create ACH payment maps, assisted with creating ACH/Wire profiles in preparation for a new platform
  • Supported users by one on one or group sessions by telephone or Webex or Teams
  • Provided maintenance on client’s TMCC, FIS (IBS), and SharePoint SRM system, to include token orders and support for the execution of day-to-day activities required to report and track banking services.

Vendor Onboarding Specialist

RWC (Real World Consulting) Comerica Bank
10.2015 - 10.2016
  • Migrated Comerica’s Commercial Mastercard program to Chip Technology Embedded Cards
  • Reached out to Company's Comptrollers, Accountants, Managers and cardholders to securely exchanges all company/corporate Visa and Mastercard to a card with Chip Technology
  • Provided telephone customer service and used various banking software to convert hundreds of commercial cards
  • Participated in large call campaigns.
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Developed and managed relationships with key clients and partners to drive growth.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.

Member Service Representative / Call Center

Kelly Services, Credit Union One
06.2013 - 09.2015
  • Using finance software to provide professional, caring, and confidential information to all credit union members
  • Provided banking products information.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Verified customer identification and documentation for compliant transactions.
  • Maintained and managed customer files and databases.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Educated and engaged customers with new bank products and services.
  • Resolved customer issues through thorough dispute investigation.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Administrative Assistant

Kelly Services, PNC Bank
04.2012 - 04.2013
  • Support Project designed for the execution of day-to-day activities required to report and track banking services
  • Gained knowledge of banking filing systems and software programs.
  • Executed record filing system to improve document organization and management.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.

Administrative Assistant to Vice President

GLOBALHUE ADVERTISING AGENCY
01.2008 - 03.2012
  • Art Directors, and Copywriters
  • Heavy travel bookings, calendar scheduling, expense reports, and hourly billing
  • Cultivated relationships with potential clients
  • Communication liaison within the agency’s departments
  • Assisted Front Desk Receptionist.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Scheduled office meetings and client appointments for staff teams.

Education

High School Diploma -

Central High School
Detroit, MI
06.1982

United States Army
Fort Hood, TX 4 Years

Skills

  • Expert in Microsoft Office 365
  • Proficient in Banking Software, Bottom-line (money moving software), Docusign, Service Now, TEAMS, WEBEX, McIntosh,
  • Process Analysis
  • Process Improvement
  • Data Analysis
  • Analytical Thinking

Timeline

Transitions Specialist

Apex Systems Truist Bank
07.2022 - 10.2023

Production Support Analyst II

Comerica Bank
02.2018 - 06.2022

Conversion Specialist

RWC, (Real World Consulting) Comerica Bank
11.2016 - 01.2018

Vendor Onboarding Specialist

RWC (Real World Consulting) Comerica Bank
10.2015 - 10.2016

Member Service Representative / Call Center

Kelly Services, Credit Union One
06.2013 - 09.2015

Administrative Assistant

Kelly Services, PNC Bank
04.2012 - 04.2013

Administrative Assistant to Vice President

GLOBALHUE ADVERTISING AGENCY
01.2008 - 03.2012

High School Diploma -

Central High School

United States Army

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Jamette Jamie Taylor