Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Tony Desjarlais

Dilworth

Summary

Results-driven Sr. Software Implementation Specialist with significant experience at Finastra, known for exceptional software troubleshooting and customer service skills. Expertise in SQL database management and a strong focus on enhancing client satisfaction through clear communication and effective problem resolution. Proven ability to deliver outstanding support while nurturing robust client relationships in high-pressure environments.

Overview

22
22
years of professional experience

Work History

Sr. Software Implementation/Client Services Specialist

Finastra
Dilworth
05.2007 - Current
  • Implement, train, support, and upgrade Remote Deposit Capture software and OnBase software for financial institutions.
  • Document and manage support tickets using Salesforce and Microsoft Dynamics CRM.
  • Experience managing SQL databases, SSRS reports, web servers, and IIS.
  • Manages internal servers, installs/renews IIS certificates.
  • Product support on Check21 processing, Internet banking, item processing, risk monitoring prevention, and various other financial institution operations.
  • Conducted follow-up calls to ensure that customers were satisfied with the resolution of their issue.
  • Collaborated with other departments such as sales, marketing, and finance to ensure timely resolution of customer issues.
  • Managed incoming emails from customers as well as other departments within the organization.
  • Developed strong relationships with clients by providing excellent customer service and support.
  • Assisted clients in navigating through the company's website and services, addressing any questions or concerns they had.
  • Provided exceptional customer service to clients, responding promptly and accurately to inquiries.
  • Evaluated current procedures used for handling client requests and developed new ones as needed.
  • Resolved client issues quickly and efficiently while demonstrating a professional demeanor.
  • Created processes for handling customer complaints in accordance with company policy.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Customer Service Specialist

D+H
05.2003 - 05.2007
  • Set up, install, and train on Bank core programs (Sparak) and servers.
  • Install, train, and provide support for EZTeller software.
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Maintained up-to-date knowledge of product features and benefits.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Provided technical support for troubleshooting software applications used by customers.
  • Platforms and languages used include all Microsoft Office, UNIX, Microsoft SQL, Wausau software, and Hyland software.

Education

Bachelor of Science (B.S.) - Finance, General

University of North Dakota
01.2000

Associate of Arts (AA) - Business Administration and Management, General

Bismarck State College
01.1996

Skills

  • Software updates
  • Software troubleshooting
  • IT Operations
  • Software implementation
  • Customer service
  • Technical support
  • SQL database management
  • Troubleshooting techniques
  • Complaint resolution
  • Training and onboarding
  • Follow-up communication
  • Web server management
  • Strong interpersonal skills
  • CRM software
  • Meeting deadlines
  • Escalation management
  • System documentation
  • Customer support
  • Database management
  • Outbound calling
  • Database maintenance
  • Client support
  • Product knowledge
  • Written communication
  • Interpersonal skills
  • Customer relationship management (CRM)
  • Multitasking capacity
  • Excellent communication
  • Teamwork skills

References

References available upon request.

Timeline

Sr. Software Implementation/Client Services Specialist

Finastra
05.2007 - Current

Customer Service Specialist

D+H
05.2003 - 05.2007

Bachelor of Science (B.S.) - Finance, General

University of North Dakota

Associate of Arts (AA) - Business Administration and Management, General

Bismarck State College

Similar Profiles

CREATE PROFILE
Tony Desjarlais