WILLIAM K. FLOWERS
Maineville
Summary
Dynamic professional with extensive experience excelling in database management and team leadership. Proven track record of enhancing operational efficiency and customer satisfaction through innovative process improvements. Adept at SQL programming and fostering collaborative environments, driving significant advancements in service quality and performance metrics.
Overview
17
17
years of professional experience
Work History
End of day clerk
Fifth Third Bank
Cincinnati
06.2023 - 11.2025
- Managed customer inquiries, delivering timely assistance to improve service experience.
- Collaborated with team to streamline operational workflows and enhance efficiency.
- Handled customer complaints professionally, ensuring resolution satisfaction.
- Executed data entry tasks to maintain accurate customer account records.
- Converted documents into digital formats, verifying content accuracy.
Implementation Analyst
Worldpay by FIS
Cincinnati
01.2020 - 05.2022
- Identified recommendations for automation in our boarding and maintenance areas.
- Developed Contingency planning for our offshore partners in wake of the worldwide pandemic.
- Coordinated our organizations transition into a new instance of sales force.
- Work with internal audit to produce sql scripting for annual review.
- Continue to maintain the NPC refund and maintenance database.
Central Merchant Boarding & Support Manager
Worldpay by FIS
Cincinnati
01.2012 - 01.2019
- Manage several data entry processes responsible for the activation and maintenance of services for credit card processing accounts.
- Manage relationship with BPO Vendor in India. Responsible for ongoing training and monitoring of processes to continue to meet and exceed companies expectations.
- Responsible for Daily, MTD and quarterly departmental and employee detailed KPI's.
- Created and maintain departmental workflow application including the administration of a MS SQL server which facilitates all workflows for over 70 employees both in the US and India and 6 distinct job functions.
- Successfully overhauled all quality and service level processes, gaining marked improvement in all areas.
- Manage all escalations protocols, customer satisfaction goals and general workforce policies which relate to the Central Merchant Boarding & Support department.
Business/Project Analyst
Worldpay by FIS (formerly Vantiv)
Houston
01.2009 - 01.2011
- Develop and maintain systems and processes to improve overall efficiencies and quality for the operations division.
- Operations/IT Liaison for all implementation end user system development.
- Built, maintain and administer multiple division wide MS SQl/MS. Access databases for quality assurance, integrated work queue and performance Matrixes.
- Subject matter expert for all terminal based implementation processes and procedures.
Education
High school diploma -
Plainfield high school
Plainfield, NJ01.2000
Skills
- Microsoft Office Suite
- Database management
- Web design and development
- SQL programming
- Organizational skills
- Team leadership
- Motivational strategies
Timeline
End of day clerk
Fifth Third Bank
06.2023 - 11.2025
Implementation Analyst
Worldpay by FIS
01.2020 - 05.2022
Central Merchant Boarding & Support Manager
Worldpay by FIS
01.2012 - 01.2019
Business/Project Analyst
Worldpay by FIS (formerly Vantiv)
01.2009 - 01.2011
High school diploma -
Plainfield high school