Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Michael Dallas

Decatur,GA

Summary

Highly analytical and results-oriented professional with 5+ years in technical support, operations, and financial data management. Proven to optimize processes, troubleshoot complex systems, and enhance operational efficiency using SQL and data analysis. Adept at client training, documentation, and leveraging data for continuous improvement. Seeking to apply strong problem-solving and communication skills in an operations-focused or analytical role.

Overview

8
8
years of professional experience

Work History

Support Analyst II

FinQuery
Atlanta, Georgia
01.2022 - Current
  • Optimized and developed complex SQL queries to update lease records and troubleshoot software issues, resulting in significant improvements to system efficiency and data integrity.
  • Managed end-to-end resolution of critical software bugs and system errors by meticulously tracking COR tickets within JIRA, contributing to a faster resolution rate and improved system stability.
  • Collaborated cross-functionally with Customer Solutions and Technical Support teams to expedite escalation resolution, ensuring prompt issue closure and minimizing client downtime.
  • Authored and maintained over 50 client-facing and internal Knowledge Base articles, which reduced support inquiries by 25% and boosted customer satisfaction by 15%.
  • Analyzed inventory usage reports to accurately forecast ticket volumes and identify emerging trends, which directly streamlined support operations and improved resource allocation.
  • Trained clients on software navigation and best practices, reducing recurring support needs and enhancing user proficiency.

Support Analyst I

FinQuery
Atlanta, Georgia
05.2021 - 01.2022
  • Monitored and managed ticketing queues to ensure timely responses and efficient resolution of customer requests.
  • Conducted thorough root cause analyses for recurring issues and implemented effective solutions to prevent future occurrences.
  • Trained new employees on company policies, operational procedures, and best-in-class customer service standards.
  • Collaborated effectively with internal teams to resolve complex customer issues, ensuring a unified approach to problem-solving.
  • Performed quality assurance assessments on ticket resolutions to ensure accuracy, completeness, and effectiveness of support provided.
  • Authored and maintained over 50 client-facing and internal Knowledge Base articles, which reduced support inquiries by 25% and boosted customer satisfaction by 15%.

Settlement Support Specialist

Americor Funding
Irvine, California
01.2018 - 05.2021
  • Managed a diverse client portfolio, accurately calculating credit card debt settlements using advanced mathematical methodologies.
  • Utilized Microsoft Excel for comprehensive customer data validation, ensuring precision in settlement processing.
  • Tracked and updated outstanding accounts meticulously using internal database systems, maintaining accurate financial records.
  • Investigated and resolved complex account discrepancies with analytical precision, ensuring compliance and client satisfaction.
  • Developed and executed strategic negotiation tactics based on in-depth stakeholder analysis, achieving favorable outcomes.
  • Mediated employer-employee disputes to facilitate equitable resolutions and maintain positive relationships.

Education

Bachelor of Arts -

Michigan State University
East Lansing, MI

Skills

  • SQL, JIRA, Salesforce, Microsoft Office Suite (Excel, Word, PowerPoint), Database Management
  • Data Analysis, Process Improvement, Root Cause Analysis, Troubleshooting, Data Validation, Trend Analysis, Forecasting, Quality Assurance, System Optimization
  • Client Training, Technical Documentation, Cross-functional Collaboration, Problem-Solving, Negotiation, Mediation, Customer Service, Webinar Hosting, Presentation Skills

Websites

Timeline

Support Analyst II

FinQuery
01.2022 - Current

Support Analyst I

FinQuery
05.2021 - 01.2022

Settlement Support Specialist

Americor Funding
01.2018 - 05.2021

Bachelor of Arts -

Michigan State University

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