Sherman K Louis
Relationship Management Professional - Fintech - Bank & Credit Union Solutions
Springfield,VA
Summary
Innovative and relationship-focused manager dedicated to creating strategic business opportunities by delivering exemplary service tailored to each client's unique needs. Deep understanding of risk management, making me a respected professional in the field. Goal is to drive success by building strong and lasting partnerships, ensuring every client receives the highest level of satisfaction and value.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Relationship Manager - Credit Union Solutions
Fiserv Solutions
Springfield , VA
05.2022 - Current
- Create, maintain and expand the strategic relationship while remaining accountable for overall revenue, sales, delivery and client satisfaction
- Ability to work in a virtual team environment to coordinate the appropriate resources to meet varying client requirements quickly and efficiently
- Ensure proactive accountability to the client, thereby leading to enhanced client experience and retention
- Defines and sets the overall strategic direction while functioning as a thought leader and strategic business partner
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Project Manager-Professional Services, Conversions
Fiserv Solutions
Springfield, VA
08.2019 - 07.2022
- Manage efficient and effective Core Conversion plans and major client initiatives for multiple clients
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
UpMarket Service Partner IV - Bank Solutions
Fiserv Solutions
Springfield, VA
02.2021 - 05.2022
- Understand business problems and strategic objectives; develop formal proposals for additional products & services that address client needs
- Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Developed and implemented strategies to enhance partner relations.
- Enhanced client satisfaction, consistently delivering customized solutions that met unique business needs.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Prepared and presented reports on status of projects and initiatives.
Core Business Systems Manager
Commonwealth One Federal Credit Union
Springfield, VA
11.2015 - 08.2019
- Supports the credit union's core business systems and critical applications to ensure that all services and processes are working efficiently
- Establishes performance standards and metrics for business systems and applications and continuously monitors actual performance against established performance standards
- Manage System Support Team
- Evaluated emerging technologies to assess potential benefits for the organization''s operations and growth objectives.
- Conducted regular reviews of existing systems infrastructure for opportunities to improve performance metrics.
- Championed change management initiatives aimed at increasing user acceptance of new systems or updates.
- Developed comprehensive training programs for end-users, resulting in increased adoption rates and overall system effectiveness.
- Led successful software migration projects with thorough planning and execution strategies.
- Created detailed documentation outlining processes, policies, procedures, roles, and responsibilities within the Business Systems Management function.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Mentored team members in best practices for systems management, fostering a culture of continuous improvement.
Information Systems Support Specialist
Commonwealth One Federal Credit Union
Springfield, VA
10.2009 - 01.2015
- Contributed to successful project completion by providing technical expertise during planning stages and throughout implementation process.
- Ensured network stability through regular maintenance activities such as server updates, backups, and hardware replacements.
- Reduced downtime by proactively identifying potential system issues and implementing preventative measures.
- Streamlined processes through automating manual tasks, resulting in increased efficiency and productivity.
- Delivered end-user training on new applications and technologies to promote efficient utilization of resources.
- Actively participated in IT strategy meetings contributing valuable insights towards aligning technology initiatives with business goals.
- Assisted users with password resets, account access issues, and other common helpdesk requests, improving overall user experience.
- Developed customized reports utilizing data analysis tools aiding management in decision-making processes.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Project Management Certificate -
08.2016 - 01.2017
Some College (No Degree) - Information Technology
GPA: 3.20
High School Diploma -
09.1989 - 07.1994
Skills
Excellent communication
Relationship building and management
Issue resolution
Customer portfolio management
Portfolio growth
Account management
Strategic planning
Analytical problem solving
CRM proficiency
Financial services
Timeline
Relationship Manager - Credit Union Solutions - Fiserv Solutions
05.2022 - Current
UpMarket Service Partner IV - Bank Solutions - Fiserv Solutions
02.2021 - 05.2022
Project Manager-Professional Services, Conversions - Fiserv Solutions
08.2019 - 07.2022
James Madison University - Project Management Certificate,
08.2016 - 01.2017
Core Business Systems Manager - Commonwealth One Federal Credit Union
11.2015 - 08.2019
Information Systems Support Specialist - Commonwealth One Federal Credit Union
10.2009 - 01.2015
Leon Hess Comprehensive Secondary School - High School Diploma,
09.1989 - 07.1994
Northern Virginia Community College - Some College (No Degree), Information Technology