JoAnna Freeland
Summary
Personable Client Technical Support Representative Senior, Consultant successful at guiding clients and associates to issue resolution. Manages large and complex projects while maintaining high team morale and energy. Detail-oriented with exemplary people and time management skills. Business-savvy with excellent decision-making abilities and the drive to learn quickly.
Overview
15
15
years of professional experience
Work History
Client Support Representative Senior L11, Consultant
Fiserv
West Des Moines, IA
03.2016 - Current
- Assist and guide the Business Process Manager (BPM) team in product issue resolution.
- Consult clients and associates on best practices to increase time efficiency and productivity.
- Train all level 1 and 2 associates.
- Fill in for Management during absence.
- Directed all phases of national datacenter BPM release projects, from testing to publication drafting.
- All additional duties outlined in Client Technical Support Representative position.
Client Technical Support Representative
Fiserv
West Des Moines, IA
02.2014 - 02.2016
- Schedule and run conference calls with clients and coworkers to discuss product issues.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Conducted one-on-one Business Process Manager (BPM) training sessions for clients on a daily basis.
- Created training materials for clients and associates.
Customer Service Representative and Operations Specialist
Peoples Bank
Indianola, IA
04.2009 - 01.2014
- Fulfilled New Accounts tasks such as opening accounts, fraud procedures and assisting customers
- Completed Operations duties in order to balance all bank branches after hours.
- Accomplished teller and receptionist functions when needed.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
Education
MBA - Business Administration, Executive Development
Drake University
Des Moines2016
Bachelor of Arts - Political Science and History
Simpson College
Indianola, IA2013
Skills
- Educated in business structures and processes
- IT troubleshooting and issue resolution
- Intuitive people management skills
- Flexible, Organized and Analytical
- Communicate ideas to diverse individuals with technical knowledge
- Proficient in MS Office and Workday
Timeline
Client Support Representative Senior L11, Consultant
Fiserv
03.2016 - Current
Client Technical Support Representative
Fiserv
02.2014 - 02.2016
Customer Service Representative and Operations Specialist
Peoples Bank
04.2009 - 01.2014
MBA - Business Administration, Executive Development
Drake University
Bachelor of Arts - Political Science and History
Simpson College