Brandy Collins Email & Phone Number

Brooksville, Fl, Us

• Expert in credit union discovery, data analysis with validation and system profile configuration.• Provide ongoing educational content to train new employees, increase team knowledge and functional efficiency.• Provide on-site and remote support for conversions.• Created internal training documentation for discovery and data validation.• Trained and mentored internal associates for discovery and data validation for clients moving to the Portico core system. • Collaborate with business analysts and developers to identify product gaps and suggest enhancements.• Guided credit unions through core system transitions both internal and competitor. • Served as team lead tasked with directing staff efforts and assisting with escalated issues in the absence of more senior management ensuring quality did not suffer. • Provided on-site training and hardware installation for all external customers.• Worked with other conversion team members in performing core system conversions.• Served as SME on numerous projects for both new and updates to functionality making sure products were in line with customer needs and expectations. • Mentored and trained internal staff in all CubicsPlus products.• Developed and led customized training for internal associates and external clients.• Worked with business analysts and beta clients to do quality software testing, identify gaps, provide feedback to developers, and ultimately complete successful product implementations.• Developed both internal and external installation process documents for hardware and software to increase consistency and efficiency.

• Monitored daily, weekly, monthly, and yearly performance using statistical reports and metrics, to track agent efficiency and effectiveness, taking developmental and corrective measures to ensure maximum employee performance. • Provided a stepping stone to advancement within the company through mentoring and consistent coaching and performance management.• Applied solid technical and troubleshooting skill to very difficult customer problems to maintain customer satisfaction.• Performed bi-annual performance reviews, monitored calls to ensure excellent customer service and recommended employee compensation adjustments based on those reviews and call quality scores.• Managed attendance and vacation requests for team while taking staffing levels and call forecasting into account.• Administered training seminars for a staff of 260 to increase product knowledge resulting in overall improved customer satisfaction.

• Instructed children ages 3-5 in exercises to better motor skills, language ability, mathematics, base computer literacy and basic hygiene to ensure continued positive development.• Created daily, weekly and monthly lesson plans to outline child development in a structured environment.• Discussed child progress and development with parents to maximize child development.• Evaluated child development and progress quarterly to track problematic areas of development, using evaluations to focus specific one on one education with children.

Education record

Education record