Joseph White
Riverview,Michigan
Summary
Dedicated and hardworking Velera employee with excellent work history and track record; Looking to bring extensive knowledge and expertise to a new role. Hope to be able to learn even more and contribute to Velera's growth and success.
Overview
17
17
years of professional experience
Work History
Client Experience Business Analyst II
Velera
09.2007 - Current
- Participate in and lead meetings with clientele to discuss progress of KPI/SLA metrics and propose new ideas and solutions.
- Generate ad-hoc reports to evaluate specific data points and research possible process improvements.
- Assist with identifying improvements to defined processes within department.
- Develop collaborative relationships amongst all lines of business
- Support onboarding of new clients, script review and procedure requirements
- Assist with converting member services credit unions to UAD
- Complete implementations projects to onboard new clients as well as platform conversions.
Education
High School Diploma -
Southwestern High School
Skills
- Proficient with Microsoft Word and Excel
- Excellent interpersonal skills; Great at building relationships
- Trained on many systems such as UAD, WES, Uniphore/Interact, Nexidia, and various OLB systems
- Helped with major project in Member Care Maintenance for authentication Still have access and happy to learn more
- Have basic knowledge and access to Jira and plan to to learn more
- Fantastic verbal and written communication skills
Accomplishments
- Was chosen to be the dedicated TDECU Analyst, our largest Member Services client. At the time, they were unhappy and looking for other vendors. The relationship we built with them since I came onboard changed their status, and they became very happy with our service. They have since left due to pricing, but our relationship ended on good terms, and we hope they return to us in the future.
- Completed the implementation of VACU, our first CU to use MemberView, the Co-op tool. I was able to research and discover a way to use it in the exact way we wanted to, so agents do not have to select the CU name. I was able to do this, even though we were told it was impossible.
- I have completed many novel projects, including SWIVEL go lives, the previously mentioned VACU project, data research projects, and assisted with monthly Survey call reviews.
- I have extensive knowledge and experience communicating with clients and have always received consistent positive feedback on my communication and ability to build relationships.
Timeline
Client Experience Business Analyst II
Velera
09.2007 - Current
High School Diploma -
Southwestern High School
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