Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Schiermann

Omaha,NE

Summary

Hard working, loyal and willing to learn. Customer service is very important and trying to resolve customer inquiries and issues in a timely manner is a top priority. Huge advocate of building and maintaining client relationships on all levels.

Overview

31
31
years of professional experience

Work History

CHANGE MANAGEMENT QUALITY ASSURANCE BUSINESS ANALYST

BANK OF THE WEST/BMO
06.2022 - 12.2023
  • Responsible for post CAB (Change Advisory Board) quality assurance review of current system change requests
  • Identified user activities not meeting bank standards and provided meaningful feedback to users and Group Managers
  • Created metrics for weekly and quarterly reviews to be presented to Group Managers
  • Gathered data regarding change records that needed to be cancelled or closed and notified users to take appropriate action
  • Notified users and Group Managers of unauthorized changes to the system requiring explanation as to why an unauthorized change was implemented as well as what measures are being taken to prevent future unauthorized changes.

COMMAND CENTER TECHNICAL SUPPORT

FIRST DATA RESOURCES/FISERV
11.1996 - 12.2021
  • Many roles within the Command Center
  • Trouble shooting and opening impacting incidents for client outages and inquiries
  • Mainframe networking changes to TN3270 (Bluezone) terminals
  • Recycled TN3270 network controllers and terminals
  • Respooled/transmitted client files via First Data/Fiserv Mainframe NDM
  • Verified and monitored incoming and outgoing file transmissions via TSO TN3270 mainframe
  • Reset passwords for both internal and external clients via TN3270 mainframe
  • Mainframe AS400.

PRODUCT CLIENT SERVICE REPRESENTATIVE

FIRST DATA RESOURCES
06.1993 - 11.1996
  • Assisted Financial Institutions design and execute their credit decisioning for instant credit via the First Data Resources product EAPS (Equasion APS)
  • Provided onsite conversion, implementations, training, and support for new and existing clients
  • Made Product Control File (PCF) changes and submitted program requests on behalf of the client.

FRAUD RESEARCH AND INVESTIGATIONS

FIRST DATA RESOURCES
  • Conducted investigations on reported lost or stolen credit/debit card transactions
  • Evaluated fraud purchases and charging back any eligible transactions
  • Worked with Financial Institutions of all sizes, card customers and law enforcement agencies to determine responsibility for the fraudulent activity
  • Utilized Fast Data/LexisNexis as well as other investigative tools
  • Written reports and documentation with results of fraud investigation.

Education

Westside High School
01.1984

Skills

  • Customer Service at many different levels
  • Microsoft Suite, Excel, Pivot Tables, WebEx, Cherwell, Fast Data/LexisNexis, NDM, Cycleview, TSO, Infoman, Roscoe, AS400, TPX/Teleview, TN3270, Remedy, Service Point, ServiceNow, SPLUNK, Tableau, Workday, Right Start, ODS and MQ Channels, Service Center
  • Experienced with First Data Resources/Fiserv applications
  • Written communications
  • Creating algorithms and workflows
  • Training internal and external customers
  • Investigative and research skills
  • Unsurpassed work ethic
  • Willing to step out of my comfort zone

Timeline

CHANGE MANAGEMENT QUALITY ASSURANCE BUSINESS ANALYST

BANK OF THE WEST/BMO
06.2022 - 12.2023

COMMAND CENTER TECHNICAL SUPPORT

FIRST DATA RESOURCES/FISERV
11.1996 - 12.2021

PRODUCT CLIENT SERVICE REPRESENTATIVE

FIRST DATA RESOURCES
06.1993 - 11.1996

FRAUD RESEARCH AND INVESTIGATIONS

FIRST DATA RESOURCES

Westside High School

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Lisa Schiermann