Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Samantha Ramsey

Milwaukee,WI

Summary

Versatile Analyst specializing in banking and EFT platforms and applications. Intelligent, insightful and pragmatic with resourceful and detail-oriented approach. Versed in HP Nonstop and IBM systems and familiar with all facets of operations. Developing proficiency in SQL.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Implementation/Conversion Analyst

FIS Global
Milwaukee, WI
08.2021 - Current
  • Successfully completed debit card implementations and conversions for financial institutions
  • Applied waterfall project methodologies to implement standard and customized products
  • Completed data mapping and database configuration based on customer specifications
  • Triaged and resolved conversion-related issues and escalated when appropriate
  • Collaborated with internal and external teams and stakeholders to ensure project success
  • Identified and communicated customer pain points to management for process improvement
  • Mentored less experienced analysts
  • Completed special projects as assigned

Technial Support Representative

FIS Global
MILWAUKEE, WI
02.2016 - 08.2021
  • Provided technical assistance to customers through phone, email and ticketing platform
  • Troubleshot customer inquiries related to software and hardware issues.
  • Resolved escalated customer service issues in a timely manner.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Identified potential areas for improvement in existing products or services.
  • Provided training and guidance to junior staff members as needed.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.

Customer Service Associate Specialist (Team Lead)

FIS Global
Little Rock, AR
07.2013 - 02.2016
  • Fielded standard and escalated customer calls from EBT customers and merchants
  • Monitored and evaluated customer service calls for quality assurance purposes to ensure courtesy and accuracy and provided coaching when needed
  • Troubleshot POS terminals to resolve hardware and software issues
  • Occasionally led new hire and uptraining classes for customer service representatives

Education

Bachelor of Arts - History

Hendrix College
Conway, AR
05-2005

Clarksville High School
Clarksville, AR
05-2001

Skills

  • Microsoft Office Applications (Word, Excel, Access, Outlook, Teams, some experience with Project)
  • Teamwork and Collaboration
  • Written Communication
  • Troubleshooting and diagnostics
  • Adaptability and Flexibility
  • Project Documentation
  • Application Configuration
  • Problem-Solving
  • Attention to Detail
  • Task Prioritization

Languages

French
Limited

Certification

  • Microsoft Project 2016 Essential Training

References

References available upon request.

Timeline

Implementation/Conversion Analyst

FIS Global
08.2021 - Current

Technial Support Representative

FIS Global
02.2016 - 08.2021

Customer Service Associate Specialist (Team Lead)

FIS Global
07.2013 - 02.2016

Bachelor of Arts - History

Hendrix College

Clarksville High School

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Samantha Ramsey