Summary
Overview
Work History
Education
Skills
Timeline
Generic

Janel Brieske

Safety Harbor

Summary

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

21
21
years of professional experience

Work History

Customer Service Manager II

FIS
02.2022 - 01.2024
  • Customer support for multiple Fin-tech products
  • Answered inbound inquiries from Clients via telephone or in written internet-based email or chat sessions.
  • Serves as primary point of contact for Clients and various internal departments/divisions to resolve outstanding issues and Client requests.
  • Interfaces with Clients to determine present and future needs and discusses progress toward solutions.
  • Coordinates with Clients, relationship managers and other appropriate areas to ensure Clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.

Assembler

Jabil
05.2021 - 01.2022
  • Circuit board assembly

Batch Processing Software Engineer

JPMorgan Chase
01.2018 - 01.2019
  • Company Overview: Merchant solutions group at multinational investment bank and financial services holding company.
  • Contributed on Agile team to maintenance and trouble-shooting for web-based software applications designed to process nightly batches of credit card payments for multiple end-customers. Supported merchant solutions, reviewing code to identify faults and conveying recommendations to improve product speed. Participated in reliability testing and final quality assessments prior to release of modifications. Communicated with remote staff to ensure knowledge transfer, adding technical data to SharePoint for use in long-term collaboration.
  • Reviewed Java code to identify faults causing nightly Visa Card batch processing delays following Oracle system upgrade; uncovered programming glitches, conveying recommendations for resolution to senior engineers.
  • Conducted manual pre-production reliability testing to ensure accuracy prior to launch; prevented inaccuracies from interfering with batch processing success, earning reputation for pro-actively identifying potential errors.
  • Drove project adding vital documentation into collaboration system during office relocation from NH to FL; accurately entered 50+ reports into SharePoint to create new, easy to read knowledge base.

WordPress Developer

Janel Designs
01.2016 - 01.2018
  • Company Overview: Website Design & Development company serving small and medium businesses in Greater Tampa Bay.
  • Worked independently to support customers in need of website creation and upgrade.

Technical Support / Software Engineer

Healthesystems
01.2011 - 01.2016
  • Company Overview: Software firm focused on monitoring of health insurance payments related to workers’ compensation claims.
  • Provided support for product enhancements, serving as liaison between business and technical teams. Gathered requirements from business analysts, interpreting client needs based on software capabilities. Relayed product issues to system programmers, conveying design recommendations. Identified coding errors and tracked modifications to resolve discrepancies. Conducted server compatibility testing in computer lab.
  • Supported major insurance carrier, preventing delays in production while aiming for high levels of customer satisfaction; collaborated with business analysts and engineers to rapidly improve product functionality.
  • Developed resolutions to system faults in a Java development environment; addressed coding issues to correct time-sensitive glitches, actively participating in organizational transition from Waterfall to Agile methodology.
  • Provided on-call application support as a top-performing troubleshooter, rising within engineering department to collaborate with project management and quality assurance (QA) to roll-out new system enhancements.

Java Developer

Elavon (Rita Technology Services)
01.2010 - 01.2011
  • Company Overview: Credit card processing and business services firm focused on global, online, and mobile banking solutions.
  • Reviewed code for service station POS display software functioning on multiple servers.

Software Technologist

Pinellas County Business Technology Services
01.2003 - 01.2010
  • Company Overview: Local governmental IT group dedicated to self-service, enterprise, and custom information technology solutions.
  • Supported enterprise applications using a variety of technologies, including WebSphere, JBoss, and Oracle with servers running on Linux platform. Prepared relevant documentation to meet mandates for legal submission and public information. Participated in system modifications focused on creation of front-end access allowing county residents to view information related to real property and court records. Wrote scripts to extend user interest, creating new retrieval system from ground up to collect content from existing mainframe system.
  • Participated in regular code reviews, adhering to SDLC policies and procedures; managed trouble tickets as needed to maintain system during and after transition phase.
  • Successfully carried out departmental objectives, eliminating redundancies and implementing refinements; resulted in ‘zero downtime’ and yielded hundreds of thousands of dollars in online revenue within first year.

Education

Bachelor of Arts - Social Work

University of Wisconsin, Whitewater
Whitewater, WI
05-1979

No Degree - Computer Programming

DePaul University,
Chicago, IL
05-1985

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management

Timeline

Customer Service Manager II

FIS
02.2022 - 01.2024

Assembler

Jabil
05.2021 - 01.2022

Batch Processing Software Engineer

JPMorgan Chase
01.2018 - 01.2019

WordPress Developer

Janel Designs
01.2016 - 01.2018

Technical Support / Software Engineer

Healthesystems
01.2011 - 01.2016

Java Developer

Elavon (Rita Technology Services)
01.2010 - 01.2011

Software Technologist

Pinellas County Business Technology Services
01.2003 - 01.2010

Bachelor of Arts - Social Work

University of Wisconsin, Whitewater

No Degree - Computer Programming

DePaul University,

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