Summary
Overview
Work History
Education
Skills
Timeline

Yvette Thomas

Conyers,GA

Summary

During my career at Fiserv, I excelled in bridging technology and business needs, ensuring seamless system integrations and enhancing operational efficiencies. My expertise in requirements gathering and agile methodologies, combined with exceptional cross-functional collaboration, has driven project success and stakeholder satisfaction.

A Business systems professional with strong analytical skills and results-driven mindset. Proven track record in optimizing system processes and enhancing operational efficiency. Adept at working collaboratively within diverse teams and adapting to dynamic environments. Skilled in data analysis, requirements gathering, and project management, ensuring reliable and impactful solutions.

Overview

24
24
years of professional experience

Work History

Business Systems Analyst - Advisor I

Fiserv
03.2018 - 11.2024
  • Trained business personnel in use of systems.
  • Developed comprehensive documentation to support end-users and facilitate future enhancements.
  • Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
  • Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
  • Created and maintained standard operating procedures governing system functions and features.
  • Helped deploy system enhancements to improve field operations.
  • Improved business processes by analyzing system requirements and implementing effective solutions.
  • Collected, defined and analyzed business requirements.
  • Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
  • Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
  • Conducted training sessions to empower users with knowledge necessary to utilize systems effectively.
  • Analyzed user feedback to identify areas requiring improvement, prioritizing enhancements based on impact potential.
  • Maintained up-to-date knowledge of industry trends by attending conferences and participating in continuing education opportunities regularly.
  • Improved systems with addition of new features and infrastructure.
  • Gathered, reviewed and reported on findings.
  • Coordinated data migration and consolidation efforts.
  • Enhanced user experience with thorough testing and troubleshooting of software applications.
  • Improved team productivity with development and implementation of customized project management tools.
  • Identified and mitigated potential risks to business operations by conducting detailed systems analysis and implementing preventive measures.
  • Improved operational efficiency by automating routine tasks, freeing up staff to focus on more strategic initiatives.
  • Reduced system downtime, rigorously testing new updates and patches before deployment.
  • Facilitated smoother project management processes by introducing agile methodologies, which improved team collaboration.
  • Improved stakeholder satisfaction with detailed requirement gathering and effective communication.
  • Played key role in successful launch of new product lines by coordinating between development teams and stakeholders.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Offered input for complex documents to support client-ready final versions.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Business Systems Analyst Sr

Fiserv
03.2017 - 03.2018
  • Assessed business requirements to create focused solutions.
  • Trained business personnel in use of systems.
  • Developed comprehensive documentation to support end-users and facilitate future enhancements.
  • Managed multiple projects simultaneously, consistently meeting deadlines while maintaining high standard of quality workmanship.

Project Manager Sr

Fiserv
12.2014 - 03.2018
  • 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.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Identified plans and resources required to meet project goals and objectives.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • 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.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness .
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
  • Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
  • Achieved significant improvements in project quality by establishing rigorous quality control processes.
  • Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
  • Facilitated smoother project transitions, ensuring thorough documentation and effective handovers.
  • Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
  • Fostered culture of continuous improvement, conducting post-project reviews to identify lessons learned and best practices.
  • Streamlined project initiation processes, enabling quicker transition from planning to execution.
  • Enhanced project visibility, implementing dashboard and reporting tools for real-time progress monitoring.
  • Oversaw implementation of new project management software, facilitating more efficient workflow and better project tracking.
  • Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.

Senior Business Process Analyst

Fiserv
03.2013 - 12.2014
  • Liaised with staff managers to collaboratively design process change implementation plans.
  • Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
  • Maintained authoritative knowledge on change management techniques effective in improving processes without disrupting operations.
  • Produced documentation outlining process improvement solutions.
  • Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
  • Conducted walk-through demonstrations of proposed process changes.
  • Established metrics to measure the success of implemented changes, enabling continuous refinement of business processes.
  • Served as a subject matter expert in developing best practices for optimal use of enterprise systems across various departments.
  • Promoted a culture of continuous improvement, fostering employee engagement in optimization efforts.
  • Managed complex projects, ensuring timely delivery and high-quality results within budget constraints.
  • Optimized workflow for increased productivity through thorough analysis and strategic solutions.
  • Enhanced data-driven decision making, conducting in-depth analytics on key performance indicators.

Supervisor Client Tech Support

Fiserv
03.2012 - 03.2014
  • Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
  • Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.

EBanking Client Service Representative

Fiserv
03.2009 - 03.2012
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Participated in ongoing training sessions to stay current on industry trends and best practices.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.

Data Conversion Analyst

Fiserv
09.2008 - 03.2009
    • Communicated network errors and issues to management with full transparency, sharing complex reports of network status and health for rapid resolution.
    • Improved overall data quality by validating input sources, ensuring accurate results in output files.
    • Successfully migrated historical data from legacy systems to modern platforms without compromising data integrity or continuity of operations.
    • Designed effective test plans to validate conversion outcomes, ensuring accurate results and minimizing potential risks.
    • Maintained detailed documentation throughout the project lifecycle, enabling efficient knowledge transfer and facilitating future reference or audits.
    • Enhanced data accuracy by conducting thorough analysis and identifying discrepancies in conversion processes.
    • Assisted clients in defining their requirements for successful conversions, providing expert guidance on best practices and methodologies.
    • Reduced data errors by implementing comprehensive validation checks during the conversion process.
    • Collaborated with cross-functional teams to ensure seamless data migration and system integration.
    • Provided ongoing support to users post-conversion, troubleshooting issues and implementing necessary updates or fixes.
    • Completed initial data mapping activities based on existing best practices and drove custom mapping process with primary customer project partners.
    • Monitored ongoing performance metrics to gauge success of conversion initiatives, making adjustments as needed to optimize outcomes.
    • Collaborated with upper management to drive strategy and implement new processes.
    • Analyzed existing systems and databases and recommended enhancements to solve business needs
    • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

Operations Team Manager

Bank of America, NA
12.2000 - 12.2006
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
  • Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
  • Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.

Education

High School Diploma -

Holy Trinity High School, Hicksville, NY
06-1990
  • Honor Roll 1986 - 1990
  • Completed AP course in Core Studies and Spanish

Skills

  • Requirements gathering
  • Cross-functional collaboration
  • Process and Project documentation
  • User acceptance testing
  • Research and analysis
  • Solution implementation
  • Training and mentoring
  • Goal oriented
  • Strategic planning
  • Analytical thinking
  • Project management
  • Project planning and tracking
  • Client relations
  • Stakeholder communications
  • Advanced problem solving
  • Teamwork and collaboration

Timeline

Business Systems Analyst - Advisor I - Fiserv
03.2018 - 11.2024
Business Systems Analyst Sr - Fiserv
03.2017 - 03.2018
Project Manager Sr - Fiserv
12.2014 - 03.2018
Senior Business Process Analyst - Fiserv
03.2013 - 12.2014
Supervisor Client Tech Support - Fiserv
03.2012 - 03.2014
EBanking Client Service Representative - Fiserv
03.2009 - 03.2012
Data Conversion Analyst - Fiserv
09.2008 - 03.2009
Operations Team Manager - Bank of America, NA
12.2000 - 12.2006
Holy Trinity High School - High School Diploma,

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Yvette Thomas