Tucker MacFarlane
Holly Springs
Summary
Dedicated and detail-oriented IT professional with expertise in automation, data reporting, and process optimization. Recently designated as a Power Citizen RPA Developer at Fiserv. Strong personal interest in AI and machine learning. Extensive experience in data modeling using Excel and PowerPoint. Regularly present reports to leadership. Passion for AI governance, controls, and strategy. Committed to continuous learning in the field of AI and ML.
Overview
10
10
years of professional experience
Work History
Contact Center Support Team Lead & Risk Management Champion
Fiserv
10.2023 - Current
- Assist the Bank of America Remote Deposit Online helpdesk agents with any escalations/level 2 tickets
- Worked closely with bankers at Bank of America on issues related to the client’s RDO service & account information
- Worked on updating our training and troubleshooting guide, allowing the new hires to have a complete OneNote Notebook as well as an interactive Word Document of everything a new hire would need to access to complete their calls
- Monitored calls of the entire Remote Deposit Online Helpdesk within Bank of America
- While ensuring every call was up to the quality expectations set by the bank, one-on-one coaching was done with every agent that failed or had coaching opportunities to meet those expectations
- Organized weekly, bi-weekly, and monthly meetings for both the whole team as well as leadership only, leading the Risk Compliance meetings as the 'Risk Champion'
- Streamlined the call stat pulling and distribution process using excel functions cutting the time this takes by about 60%
- Many other everyday team lead tasks were also optimized to save time and simplified the process for any new leads learning the process
- Created a new Team Lead Training document to take a new team lead through their day-to-day as they are starting
- Worked closely with the production team to swiftly correct any of the back-end errors our clients were facing to ensure client satisfaction and no call back needed
- Reporting issues, working within a sandbox environment of our own, and remoting into client computers to collect information the production team might need
Contact Center Support Tech Associate
Fiserv
07.2022 - 10.2023
- Assist the Bank of America Remote Deposit Online clients with any troubleshooting or account maintenance needed
- Re-formatted and updated the training digital binder with the most up to date information, as well as adding any tips that I would be able to provide
- Re-formatted and programmed the new tick sheet
- While it is not used department wide, it cuts down call time for my calls roughly 5-10 minutes per call
- Shadowed the current and former Team Leads to help compile Team Lead training material, working with both the management and with the Team Leads to make sure any situation is covered in the training notes
Warehouse Associate
LKQ
08.2020 - 07.2022
- Communicate and assist 100+ customers daily to ensure the client’s needs are not only met but exceeded
- Streamlined the Rack Audit process by refining how the inventory is stored within the warehouse
- This cuts out between 2-4 hours of work monthly for each of our locations I worked under
- While not a part of the title, was the leading associate for quality control as the products arrived
- While putting inventory where it was assigned, I also had to check myself and the other associate’s items for damage
Online Sales Associate
Maximum Motors
08.2015 - 07.2020
- Managed an online store, preparing the products for shipping and ensuring the products get shipped within the stated timeframe online
- Optimized the location of inventory by analyzing what products were sold at a higher rate, adjusting the location of all products to cut down the time spent on each order
- Researched the market and analyzed additional products within our reach to branch out to
- Make informed decisions on which products would be beneficial to add to our inventory
Education
Tech Certification - IT Fundamentals
CompTIA ITF
Tech Certification - A
CompTIA A
Tech Certification - Network
CompTIA Network
High School Diploma - General Education
Ola High School
McDonough, Georgia05.2020
Skills
- Microsoft Office Suite
- Multi-tasking
- Communication Skills
- Problem-solving
- Analytical thinking
- Continuous improvement
- Documentation and reporting
- Organization
- Network troubleshooting
- Remote support
- Data research and validation
Alternativeemail
tuckerwmacfarlane@gmail.com
Timeline
Contact Center Support Team Lead & Risk Management Champion
Fiserv
10.2023 - Current
Contact Center Support Tech Associate
Fiserv
07.2022 - 10.2023
Warehouse Associate
LKQ
08.2020 - 07.2022
Online Sales Associate
Maximum Motors
08.2015 - 07.2020
Tech Certification - A
CompTIA A
Tech Certification - Network
CompTIA Network
High School Diploma - General Education
Ola High School
Tech Certification - IT Fundamentals
CompTIA ITF
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