Nikkia Foreman
Raleigh,NC
Summary
Strategic and Customer Focused Business Systems Team Lead with 15 years of experience in banking technology by supporting online banking and mobile banking solutions and operations, seeking to leverage my expertise in a Digital Testing Specialist role. Proven track record in leading application support teams and executing comprehensive testing activities to enhance digital banking experiences. Skilled in planning, designing, and managing effective test strategies for digital systems and features. Proficient in JIRA and Confluence for seamless cross-functional collaboration and project execution. Strong analytical and problem-solving skills to diagnose software application issues, maximizing the value of digital channels. Dedicated to driving strategic initiatives that elevate user experiences in the digital landscape.
Overview
16
16
years of professional experience
Work History
Business Systems Team Lead
Carolinas Telco Federal Credit Union
01.2024 - Current
- Managed the translation of business requirements into test conditions for digital initiatives, ensuring expected results for product, performance, and user acceptance were well-defined
- Collaborated with project team members, outside consultants, analysts, and application owners to develop comprehensive test strategies and plans for digital initiatives
- Led a team of application specialists to align with organizational goals, ensuring efficient task completion within set timelines, contributing to a 20% increase in team productivity
- Troubleshot system issues, collaborated with technical teams and vendors for solutions, improving system reliability by 25%.
Digital Platform Specialist
Carolinas Telco Federal Credit Union
10.2021 - 12.2023
- Managed daily operations and support for digital banking platforms at Carolinas Telco Federal Credit Union, ensuring optimal functionality and user experience, leading to a 20% increase in user satisfaction
- Led the implementation of new digital banking solutions, optimizing processes for efficiency, which resulted in a 15% increase in operational productivity
- Reviewed and improved digital banking products at Carolinas Telco Federal Credit Union to enhance user engagement and ensure adherence to industry standards, leading to a 10% increase in user engagement
- Utilized tools such as JIRA, Confluence, Alkami, Meridian link, Alogent, and iPay to maintain and enhance digital service offerings at Carolinas Telco Federal Credit Union.
Digital Services Support Specialist
Sona Bank
08.2019 - 09.2021
- Delivered operational support for digital banking services, achieving a 98% system reliability rate and ensuring high levels of user satisfaction
- Managed the setup and configuration of new consumer and business accounts, customizing digital access to meet specific client needs
- Resolved 95% of customer issues upon first contact, offering proficient operational and technical support that contributed to enhanced customer retention.
Call Center Representative
Union Bank & Trust
02.2017 - 08.2019
- Engaged in ongoing professional development to stay current with product knowledge and banking regulations, thereby elevating the quality of customer service
- Handled financial transactions such as payment processing and account reconciliations, successfully addressing and resolving customer banking issues
- Reduced call escalations by 20% by implementing effective training programs for team members
- Enabled a 15% reduction in customer wait time by optimizing call routing protocols
- Achieved 97% customer satisfaction score by consistently following up on unresolved queries.
Member Service Representative
Langley Federal Credit Union
07.2012 - 06.2014
- Processed over 1,000 financial transactions monthly, including transfers, payments, and loan advances, achieving 99% accuracy and ensuring high member satisfaction
- Managed the opening of new accounts, adhering to compliance standards and providing personalized service to over 200 clients, contributing to a 15% increase in new memberships
- Delivered troubleshooting support for online and telephone banking, successfully resolving 90% of password resets and security concerns on the first contact, enhancing overall customer experience.
Teller/Trainer
Virginia Credit Union
06.2008 - 06.2012
- Processed a diverse range of financial transactions, including deposits, withdrawals, and loan payments, ensuring 100% compliance with regulatory standards and maintaining accuracy in reporting
- Provided operational procedure training to new hires and assisted with ATM/TCD balancing, contributing to a 20% improvement in overall teller performance and enhancing information security protocols
- Upheld strict confidentiality of member information during all transactions, reinforcing trust and compliance while ensuring a seamless customer experience.
Education
Certificate Program, Computer Technology -
Richmond Technical Center
Richmond, VA01.2024
High School Diploma -
George Wythe High School
Richmond, VA01.2005
Skills
- Project Management
- Confluence
- Information Security
- Jira
- Performance Testing
- Product Knowledge
- Quality Assurance
- Stakeholder Engagement
- Team Leadership
- UAT Testing
- MS Office Tools
- Digital Banking Expertise
- Leadership and Team Management
- Vendor Management
- Sharepoint
- User Experience Improvement
- Strong Communication
- Problem-Solving
- Analytical
- Data Analysis
Timeline
Business Systems Team Lead
Carolinas Telco Federal Credit Union
01.2024 - Current
Digital Platform Specialist
Carolinas Telco Federal Credit Union
10.2021 - 12.2023
Digital Services Support Specialist
Sona Bank
08.2019 - 09.2021
Call Center Representative
Union Bank & Trust
02.2017 - 08.2019
Member Service Representative
Langley Federal Credit Union
07.2012 - 06.2014
Teller/Trainer
Virginia Credit Union
06.2008 - 06.2012
High School Diploma -
George Wythe High School
Certificate Program, Computer Technology -
Richmond Technical Center
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