Ann Marie Gilpin Email & Phone Number

King Of Prussia, Pa

Utilize business analysis techniques, tools and templates to define detailed requirements through the use of industry insights, experience and applicable business systems as inputs in addition to system configurations and enhancements. • Coordinate and support development lifecycle of Fiserv’s application software through the creation and management of high quality business requirements and specifications. • Work with clients to understand the overall business need, create a business case and then define the technical requirements by using stakeholder analysis, risk assessment, organizational analysis, interface analysis, writing skills and user experience (knowing how a user interface applies to success).• Act as the liaison between all business units and technology team by interviewing, understanding and analyzing the needs of our customers and clients.• Solve technology information systems problems by analyzing requirements; analyzing existing systems; pseudo-designing computer programs; recommending system controls and protocols. • Create detailed business specifications including the following; current and desired business process models, develop use cases and/or user stories, defined business rules and preferences, proposed prototypes and acceptance criteria.• Participate in and provide feedback for peer reviews of requirements documentation and test plans.• Assist with managing requests, project estimations, accounting for all tasks, their status and priorities.

King Of Prussia, Pa

Provide technical support to clients, answer questions on function and usage of lending operation system, resolve errors involving technical issues, provide advice or analysis that may influence the outcome of resource allocation, monitor all open calls to ensure proper resolution according to the Service Level Agreement, monitor technical support issues to ensure timely and accurate resolution, maintain accurate and thorough records in the Customer Relationship Management system, troubleshoot client reported problems to provide proper escalation and closure of issues in a timely manner

Supervise 11-person customer response fax team to manage daily department operations, including payroll and escalated customer issues. Interview, supervise, coach, mentor employees, investigate methods to improve efficiencies and monitor performance on a weekly, monthly & annual basis, to ensure established guidelines and business rules are followed.

King Of Prussia, Pa

Managed 5-person customer relations department, including budgeting process, in support of $8M publishing and conference division of international Reed Elsevier Company. Hired, supervised, coached, mentored employees, and monitored performance, ensuring established guidelines and business rules were followed. • Developed Sales Assist program to aid 300+ sales representatives with positioning, pricing and negotiations of Mealey products; online and offline (print, CD, conferences, etc). Program consisted of researching customer’s existing business, current practice areas, matching products to practice areas, and providing information to complete contracts; such as menu IDs and pricing (received recognition; including financial reward).• Delivered first-level technical support for Mealey’s Legal Email News Service (LENS). Emailed setup instructions, in PDF format, to online customers, verified email addresses were registered correctly and accounts activated, confirmed customer ID’s were subscribed to contracted menus/LENS titles, resent missed emails, and forward email samples. Collaborated with engineers to discover and correct technical issues with email fulfillment system.• Provided support and suggested resolution to employees needing escalation of non-routine, complex customer issues/problems. If necessary, counseled customer on resolution and full explanation of billing processes/procedures. Resulted in higher level of customer satisfaction and retention.• Developed and generated daily, weekly, and monthly accounting reports for conference division business partners using Microsoft Excel® and Quick Fill.

Managed daily department operations, including delinquent accounts, conference registrations, handbook orders, brochure requests, renewals, and cancellations and payments. Created invoices and scheduled follow-up to facilitate timely payments.• Managed internal and external issues and disputes, ensuring outcome beneficial to company or customer, as appropriate.• Collaborated with Dun & Bradstreet collection relationship to facilitate full or partial payment from customers with delinquent payment histories.• Led team to develop department manual for use in cross-functional training to ensure standardization of service. • In collaboration with Marketing, managed project to add e-mail addresses to customer/prospect database of >100K entries.• Based on outstanding performance, promoted to Customer Relations Manager.

Managed Quick Fill and Microsoft Access® database programs, including logging information, subscription fulfillment, and order entry for customers. Updated and maintained monthly logs of business activity and reconciled against Quick Fill reports. • Implemented new invoicing system that reduced materials cost and processing time by 50% (received recognition and financial reward for project).