Keith Nevels

• Responded promptly to customer inquiries via email, chat, and other online channels, providing personalized support to enhance customer satisfaction and loyalty.
• Assisted customers with account-related questions, transactions, and technical issues, while maintaining accurate records of customer interactions and transactions.
• Processed service requests and troubleshooted problems in accordance with company policies and procedures.
• Collaborated with team members and other departments to address customer needs effectively.
• Stayed updated on American Express products, services, and policies to provide accurate information to customers.

Skills:

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong communication skills (verbal and written)
• Excellent time management and organizational abilities
• Familiarity with project management tools
• Ability to prioritize tasks effectively
• Detail-oriented and resourceful problem solver
• Experience with customer relationship management (CRM) software
• Knowledge of social media management platforms
• Expertise in responding promptly to customer inquiries and troubleshooting issues

• Collaborated with stakeholders to gather and document business requirement through interviews, workshops, and analysis of existing documentation.
• Analyzed collected data to identify patterns, trends , and areas for improvement , effectively communicating business processes, workflows and system requirements.
• Conducted data analysis to provide insights and support decision-making processes, including creating reports, dashboards and data modeling.
• Evaluated proposed solutions to ensure alignment with business objectives, validating implemented solutions to meet defined requirements.
• Facilitated communication between business stakeholders, implementation team, and product team to ensure clarity of requirements and project goals.
• Supported change management efforts by providing documentation, training, and communication to affected stakeholders, assisting in the transition to new processes or systems.
• Identified and addressed issues and challenges throughout the project lifecycle, proposing effective solutions to ensure project success.
• Ensured the quality of deliverables through testing and validation activities, collaborating with testing teams to meet business requirements.
• Recommended improvements to existing business processes and systems, staying informed about industry best practices and emerging technologies.
• Prepared monthly and quarterly financial reports for senior management, highlighting key performance indicators and financial trends.
• Assisted in the development of annual budgets and long-term financial plans.
• Conducted variance analysis to identify discrepancies between budgeted and actual performance.
• Collaborated with cross-functional teams to streamline financial processes and improve efficiency.
• Utilized financial modeling techniques to evaluate investment opportunities and assess risk.
• Provided recommendations to management based on financial analysis and market research.

Skills:

• Proficient in financial modeling and analysis software.
• Strong understanding of financial statements and accounting principles.
• Excellent analytical and problem-solving skills.
• Effective communication and presentation abilities.
• Detail-oriented with a focus on accuracy and precision.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Strategic problem-solving.
• Leadership and communication.
• Organizational and time management.
• Process modeling and diagramming.
• Project management software and tools.
• Knowledge of project management methodologies.
• Ability to work under pressure and manage multiple projects simultaneously.
• Deep experience serving public sector customers with software solutions.
• Knowledge of government procurement, contracting, grants administration, vendor management.

• Led a team in optimizing operational processes and systems, resulting in a 20% increase in efficiency and cost savings.
• Managed vendor relationships and negotiated contracts, ensuring timely delivery of services and adherence to agreements.
• Developed and implemented compliance strategies to ensure adherence to regulatory standards and organizational policies across all operational activities.
• Oversaw data-driven reporting initiatives, providing detailed insights to facilitate informed decision-making and drive organizational growth.
• Enhanced team productivity by providing administrative support in scheduling and coordinating meetings.
• Assisted in budget tracking and expense reporting to keep department spending within established guidelines.