Jill Provins
Client and Business System Support Analyst
Harrisburg,Pennsylvania
Summary
Dedicated Business Analyst professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
27
27
years of professional experience
Work History
Client and Business System Support Analyst
PHEAA
Harrisburg, PA
07.2007 - Current
- Conducted research and analysis as needed, participated in prioritization activities, defined business requirements, initiated system change requests and analyzed new system implementation processes.
- Monitored system change requests for efficiency and ensured issues were resolved prior to production.
- Improved client satisfaction by producing timely and accurate responses to Client Relations staff on complex student loan account detail, loan processing and technical and/or data-related issues.
- Created policy and procedural documents for compliance review.
Relationship Manager
PHEAA
Harrisburg, PA
07.2005 - Current
- Increased business revenue by providing excellent customer service as a Relationship Manager for several of our lending clients.
- Hosted on site visits with clients while implementing guidelines and coordinating servicing contracts between lending partners and the agency.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
Customer Service Supervisor
PHEAA
Harrisburg, PA
11.1997 - Current
- Tracked individual, team and departmental goals.
- Streamlined processes, documented internal policies and procedures and initiated change to ensure compliance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
Education
Business Administration
Harrisburg Area Community College
Harrisburg, PASkills
Research and analysis
Timeline
Client and Business System Support Analyst
PHEAA
07.2007 - Current
Relationship Manager
PHEAA
07.2005 - Current
Customer Service Supervisor
PHEAA
11.1997 - Current
Business Administration
Harrisburg Area Community College
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