Stacie Hacker
Shepherd
Summary
Dependable professional with a proven track record in enhancing processes and workflows. Strong attention to detail and proactive mindset contribute to success in fast-paced environments. Demonstrates exceptional analytical skills and technical knowledge, thriving in data-driven settings. Committed to delivering outstanding customer service and consistently exceeding expectations.
Overview
23
23
years of professional experience
Work History
Implementations Analyst II
FIS Global
11.2023 - Current
- Configured software solutions to meet customer specifications and business processes.
- Executed system tests with UAT to verify functionality of all components prior to release.
- Utilized SQL queries and various migration tools to successfully migrate banks for ATM DLM, DLT, WebCD, and more.
- Collaborated with cross-functional teams and project managers to enhance project outcomes and facilitate seamless data migrations.
- Executed change control procedures, validating requirements and documenting updates to ensure project alignment.
- Troubleshot technical issues during implementation phases, resolving challenges to maintain project timelines.
- Developed user guides and training materials to improve software understanding and usage.
- Conducted training sessions for end-users, enhancing software proficiency and confidence.
- Maintained organized, up‑to‑date records of all SOWs and work orders for audit and compliance purposes.
Programmer Analyst E, ImageCentre Client Support
FIS Global
11.2021 - 11.2023
- Provided client support for ImageCentre software via ServiceNow CSM ticket system, achieving timely issue resolution.
- Maintained case queue with prompt response times and resolutions within expected SLAs.
- Addressed internal and external customer inquiries using effective verbal and written communication.
- Investigated and troubleshot diverse issues, enhancing overall support effectiveness.
- Applied problem-solving strategies to improve service delivery and client satisfaction.
- Provided technical support for applications using SQL Server databases.
- Documented customer interactions in support ticketing system, ensuring accurate records for future reference.
- Demonstrated strong time management skills to prioritize tasks efficiently.
- Studied best practices for database management and SQL programming techniques. for database management and SQL programming techniques.
Escrow Clerk
Isabella Bank
Mount Pleasant
10.2018 - 11.2021
- Managed escrow accounts for mortgage customers, ensuring accurate collection and disbursement of property taxes and homeowner’s insurance.
- Processed and remitted tax payments to municipalities and agencies ahead of all due dates to prevent penalties or lapses.
- Monitored tax cycles, insurance renewals, and payment schedules to ensure compliance and prevent delinquency, safeguarding customer interests.
- Reconciled escrow accounts by researching discrepancies and correcting errors to maintain accurate records.
- Updated tax rates, parcel information, and insurance data to keep escrow calculations accurate and current.
- Communicated with tax authorities, insurance companies, and internal banking teams to efficiently resolve account issues, maintaining operational continuity.
- Prepared annual escrow analysis statements and clarified changes in escrow requirements to ensure customer understanding.
- Ensured compliance with banking regulations, confidentiality standards, and mortgage servicing guidelines.
- Developed modernized record‑keeping system, converting tax payment files to digital format for improved accessibility and accuracy.
- Enabled access to PPP loans for eligible businesses, supporting their financial stability during the pandemic. for qualified businesses during 2020 Covid relief efforts.
Item Processing Supervisor
Isabella Bank
Mount Pleasant
09.2014 - 10.2018
- Managed team for check processing across 32 branches, ensuring timely completion of all transactions.
- Acted as subject matter expert for ImageCentre check processing software, offering support and training to enhance team proficiency.
- Conducted interviews and evaluations for team members, fostering a high-performance culture.
- Created and updated procedures documentation and teller user guides, ensuring consistency and compliance across operations.
- Trained new tellers to improve their skill sets and ensure operational efficiency.
- Provided telephone support to tellers and branch managers, enhancing service quality and reducing resolution times.
- Processed and verified transaction entries for accuracy while processing incoming and outgoing cash letter files efficiently.
Item Processor
Isabella Bank
Mount Pleasant
05.2013 - 09.2014
- Balanced and processed transactions from branches, ensuring accuracy and reliability.
- Processed cash letter files to streamline financial operations and support timely transactions.
- Maintained precise inventory records using banking software systems to support overall operations.
- Monitored compliance with bank policies and procedures to maintain regulatory standards.
- Assisted branches in achieving daily objectives to meet operational targets.
- Collaborated with team members to enhance workflow efficiency across departments.
Floater Teller
Isabella Bank
Mount Pleasant
02.2013 - 05.2013
- Processed customer transactions, ensuring accuracy in deposits, withdrawals, and loan payments.
- Maintained professionalism while assisting customers with inquiries and transactions to foster a positive experience.
- Ensured cash drawer accuracy by balancing daily transactions.
- Traveled to various branches, delivering tailored service to enhance customer satisfaction and build relationships.
- Cultivated strong client relationships by providing personalized banking solutions.
- Educated clients about available bank products and services.
- Executed operational and customer support tasks to ensure compliance with banking procedures.
- Upheld confidentiality of customer records in accordance with company policies.
Table Games Dealer
Soaring Eagle Casino & Resort
Mount Pleasant
03.2003 - 10.2012
- Delivered exceptional customer service, creating an engaging atmosphere for patrons.
- Ensured compliance with gaming regulations and house rules during all operations.
- Monitored table activity to maintain integrity of assigned games.
- Handled money and chips efficiently, facilitating seamless game operations.
- Enforced game rules and minimums, ensuring gameplay integrity and fairness.
- Assisted new players in understanding game rules and procedures.
- Addressed guest concerns promptly, enhancing overall gaming experience.
- Communicated suspicious or unruly behavior from patrons to supervisors and managers.
Education
Bachelor of Science - Business Management
Rasmussen College
Lake Elmo, MN06-2019
High School Diploma -
Shepherd High School
Shepherd, MI06-2001
Skills
- Data migration expertise
- SQL writing
- Software troubleshooting
- System testing
- Data integrity assurance
- Process improvement
- Microsoft Office
- Team leadership
- Training development
- Client support
- Future-focused mindset
- Continuous learner
- Professional telephone communication
Leadership & Development Programs
- Dale Carnegie graduate
- Isabella Bank Mentor Program
- Isabella Bank Leadership Program
- American Business Associates Supervisor Certificate
References
Beau Dean, Technical Program Manager - AKOYA 205.919.9556
Steven Welshans, Senior Manager Implementations - FIS Global 205.903.7371
Julie Smith - Chief Technology Officer, VP Information Technology - Isabella Bank 989.506.9389
Timeline
Implementations Analyst II
FIS Global
11.2023 - Current
Programmer Analyst E, ImageCentre Client Support
FIS Global
11.2021 - 11.2023
Escrow Clerk
Isabella Bank
10.2018 - 11.2021
Item Processing Supervisor
Isabella Bank
09.2014 - 10.2018
Item Processor
Isabella Bank
05.2013 - 09.2014
Floater Teller
Isabella Bank
02.2013 - 05.2013
Table Games Dealer
Soaring Eagle Casino & Resort
03.2003 - 10.2012
Bachelor of Science - Business Management
Rasmussen College
High School Diploma -
Shepherd High School