Summary
Overview
Work History
Education
Skills
Professional Proficiencies
Timeline
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Jean Doherty

Watertown,WI

Summary

Results-driven professional with a proven track record at FISERV, Inc., leading initiatives that enhanced customer experience and operational efficiency. Achieved a 25% improvement in phone service levels through effective collaboration and process optimization. Expertise in performance metric tracking and organizational change underpins significant service enhancements. Focused on leveraging skills to drive continued operational excellence.

Overview

27
27
years of professional experience

Work History

Client Operations / Business Analyst

FISERV, Inc
Milwaukee, WI
04.2016 - Current
  • Establish solid foundation for success following promotion to this newly created position to document metrics, analyze trends, and identify areas of improvement within client services teams
  • Responsible for client journey mapping and exhibit resourcefulness by assisting with a new call center phone platform implementation; led team to create comprehensive management reports and define reporting requirements
  • Collaborate with cross functional teams throughout the organization to obtain a consistent and high-quality client experience
  • Improved phone service levels by 25% by training management on the use of metrics dashboards and collaborating with them to determine improvements
  • Capture substantial gains in efficiency and productivity by reporting on areas of service improvement including providing data analytics to show areas of improvement and staffing needs
  • Partner with all areas of the organization to implement a new client inquiry tracking system, including the client user experience.
  • Analyze client feedback gained through surveys to recommend changes to procedures to improve service
  • Collaborate with senior leaders to enhance client and user experience across all parts of the organization

Quality Officer

FISERV, Inc
Brookfield, WI
01.2013 - 01.2016
  • Honored to be promoted to this newly created position to ensure adherence by documenting metrics by creating and monitoring processes and procedures
  • Demonstrated strong leadership and foresight while leading a dynamic team of associates from multiple business units to create processes and procedures with a focus on improving the level of service and ensuring consistency as an integral member of the Center of Excellence - Client Services Team
  • Led a cross functional team of associates for the purpose of improving the client and user experiences which improved our associate engagement by 30%
  • Streamlined processes and clarified expectations as client contact software administrator focused on standardization of fields and usage
  • Introduced and reminded associates of quality standards by creating a bi-weekly e-newsletter, which was distributed to all Service Managers, Client Services, and Account Executives
  • Delivered transformative innovation by creating processes to observe client service associates while taking calls which improved client satisfaction by 36%; processes provided quality feedback focused on improving service
  • Facilitated Service Excellence training to all associates in the business unit emphasizing that all associates are responsible for the happiness of our clients
  • Shaped a vibrant, productive environment as change manager for the client services team consolidation project to ensure standards were achieved

Client Services Manager / Officer

FISERV, Inc
Brookfield, WI
01.1998 - 01.2013
  • Promoted to management position to recruit, train, mentor, empower and lead over 25 client service representatives across several teams
  • Defined direction that catalyzed coordination by training entire business unit on service excellence initiatives
  • Demonstrated leadership and perseverance to drive innovation while managing a cross business unit client experience team focused on identifying service issues and initiating changes to improve overall client experience
  • Employed balanced, disciplined leadership to manage a variety of software-release projects including drafting release documentation; employed refined relationship-building skills and collaborative mindset while communicating with organization departments and clients’ departments
  • Promoted to take on additional teams of underperforming service representatives; quickly initiated the focus required to achieve ongoing success which resulted in an improved service level (64% to 89%) as well as improved inquiry same day resolution rate (65% to 86%) all while maintaining a high client satisfaction rating
  • Generated stability by participating in client user group meetings to gain valuable information about service improvement suggestions directly from the clients which improved client engagement and retention
  • Provided onsite and telephone support for the Premier Software to financial institutions specializing in loans

Education

Bachelor of Business Administration - Finance

University of Wisconsin
Eau Claire, WI

Skills

  • Customer Experience Optimization
  • Organizational Change Management
  • Operational Efficiency Enhancement
  • Performance Metric Tracking
  • Process Workflow Documentation
  • Analysis of Client Satisfaction Metrics
  • Process optimization
  • Stakeholder Collaboration

Professional Proficiencies

  • Client Experience Improvement
  • Change Management
  • Process Improvement
  • Process Documentation
  • Analysis of Client Satisfaction Metrics
  • Internal and External Communication
  • User Experience Improvement

Timeline

Client Operations / Business Analyst

FISERV, Inc
04.2016 - Current

Quality Officer

FISERV, Inc
01.2013 - 01.2016

Client Services Manager / Officer

FISERV, Inc
01.1998 - 01.2013

Bachelor of Business Administration - Finance

University of Wisconsin

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Jean Doherty