Johnny Smith
Columbus,GA
Summary
Well-qualified product management professional familiar with agile and scrum systems and how to effectively manage product development timelines. Effective at making important team decisions focused on moving products through planning, pre-production and production phases.
Overview
20
20
years of professional experience
Work History
Business Systems Consultant
TSYS Total System Services
Columbus, GA
05.2018 - Current
- Conducted requirements gathering sessions with stakeholders to identify areas for improvement in current systems.
- Developed and implemented system solutions to meet customer needs, such as data analysis and reporting.
- Performed system tests and evaluations for software applications prior to implementation.
- Collaborated with project managers to ensure timely completion of projects within budget constraints.
- Managed multiple concurrent client engagements while meeting deadlines and objectives.
- Participated in product design reviews providing feedback on user experience aspects of proposed changes.
- Worked closely with customers to understand their business needs and develop strategies for achieving desired outcomes.
- Participated in business solution design process for client to understand and define functional project requirements.
Business System Consultant
TSYS Managed Services
Columbus, GA
07.2015 - 05.2018
- Analyze business requests to be solved with automated systems.
- Formulate and design automated system scope and objectives based on both user needs and a good understanding of applicable business system and industry requirements.
- Provide expertise in identifying, evaluating, and developing systems and procedures that meet user requirements and are within the stated sizing estimate.
- Configure system settings and options; plan and execute business design, assist in integration and acceptance testing, where necessary; and create specifications for system to meet business requirements.
- Include analysis of business and user needs, documentation, or requirements, and translation into proper system requirement specifications.
- Monitor and review client portfolio as it relates to spend and fraud activity.
- Implement rules, strategies, and policies to identify, mitigate, and handle potential fraud.
- Work with Business and Technical to identify new products or system enhancements.
Client Service Specialist, Risk Management
TSYS Total System Services
Columbus, GA
02.2013 - 07.2015
- Provide accurate and timely technical information, advice, and assistance regarding the organization's products and services.
- Respond to inquiries from clients, understanding their needs, and suggest or promote solutions that may include alternative products and services.
- Undertake research and develop a proposal for new solutions to solve technical problems, and follow up on the status of outstanding issues.
- Use databases or other computerized systems to maintain up-to-date documentation.
- Work with Technical, Business, and product regarding new functionality and product offerings.
Client Service Analyst Sr
TSYS Total System Services
Columbus, GA
08.2010 - 02.2013
- Resolved customer inquiries via phone, email, and in person.
- Assisted customers with product selection, purchase decisions, and installation processes.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Documented client interactions accurately and thoroughly for future reference.
- Maintained positive relationships with customers by providing helpful advice and solutions.
- Monitored customer satisfaction ratings to ensure quality of service provided.
- Collaborated with other departments to resolve complex customer issues.
Fraud Analyst II
TSYS Managed Services
Columbus, Georgia
04.2004 - 08.2010
- Investigated potential credit card fraud cases based on information received from the fraud detection system.
- Analyze several aspects of account history, including payment and transaction history.
- Contact customers and merchants to obtain additional information regarding fraudulent charges.
- Maintain accurate and complete documentation of all information necessary for the investigation.
- Identify coaching/training opportunities within the team through the administration of periodic quality/audit checks.
- Mentor and train team members to maintain or improve overall team performance and serve as an SME within the department.
Education
Some College (No Degree) - Business Management
Columbus State University
Columbus, GASkills
- Customer Relationship Management (CRM)
- Project Planning
- Product Development
- Systems Analysis
- Client Relations
Timeline
Business Systems Consultant
TSYS Total System Services
05.2018 - Current
Business System Consultant
TSYS Managed Services
07.2015 - 05.2018
Client Service Specialist, Risk Management
TSYS Total System Services
02.2013 - 07.2015
Client Service Analyst Sr
TSYS Total System Services
08.2010 - 02.2013
Fraud Analyst II
TSYS Managed Services
04.2004 - 08.2010
Some College (No Degree) - Business Management
Columbus State University
Similar Profiles
Iesha TaylorIesha Taylor
Account, Billing, & Technical Support Advisor at Kelly ServicesAccount, Billing, & Technical Support Advisor at Kelly Services
Erica WadeErica Wade
Computer Programmer Analyst at Total Systems Services, TSYSComputer Programmer Analyst at Total Systems Services, TSYS
Aman Pratap SinghAman Pratap Singh
SDET at Total Systems Services, TSYSSDET at Total Systems Services, TSYS