Natalya Odsen
Cranston,RI
Summary
I am recognized as a charismatic, optimistic learner who enjoys leveraging a creative and diverse set of skills to ensure successful coordination and service excellence. Knowledgeable in soft skills with the ability to work with a variety of individuals and groups in both a constructive and collaborative manner. Passionate about the necessity and value of teamwork; experienced as both an effective leader and teammate.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Automated Health Systems
06.2023 - 12.2023
- Handled an average of 23-30 inbound calls daily, addressing customer inquiries and providing comprehensive assistance.
- Successfully educated customers on health coverage options, contributing to increased customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
IT Strategy & Planning Analyst
Citizens Bank
08.2018 - 08.2023
- Responsible for all IT tech demand service request documentation management, including the production of the agenda and meeting minutes for a bi-weekly partners triage meeting with creation of embedded links to SharePoint document repository
- Assist in the daily management of IT service requests within team's Microsoft Excel workbook resulting in an organized and helpful tracker for requesters' and Infrastructure town's services portfolio and performance metric reporting
- Active pod member of the Work Enablement & Intake (WEI) pod within the Cloud neighborhood of the Infrastructure town; solid understanding of Scrum@Scale and Citizens Modern Operating Model (MOM)
- Create and maintain Jira issue records (epics and stories) in support of both IT intake & service delivery operational processes and work for WEI pod
- Compose and maintain department procedural documents for supporting business processes and tools; leverage strong technical and business writing skills to produce resulting job aides
- Developed process flow diagrams in Microsoft Visio to showcase various processes for a new automation tool with a relational database
- The solution was developed internally to support team's back office operational processes
- Aided Infrastructure Business Services (IBS) contract management team; receipting vendor invoices against outstanding purchase orders in the bank's Oracle financial system.
Education
Certificate of Completion - IT & Operations Management curriculum
Year Up, Rhode Island
01.2018
Skills
- Program Coordinator
- Customer Service Skills
- Interpersonal & Communication Skills
- SharePoint Administration
- Microsoft Office Suite
- Problem-solving
- Jira and Confluence Tools
- Procedure Documentation
- Self-Management skills
- Organization & Adaptability
- Operational Process Support
- Technical Support
Timeline
Customer Service Representative
Automated Health Systems
06.2023 - 12.2023
IT Strategy & Planning Analyst
Citizens Bank
08.2018 - 08.2023
Certificate of Completion - IT & Operations Management curriculum
Year Up, Rhode Island
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