Charmayne Thornton Email & Phone Number

Atlanta, Ga, Us

Atlanta, Ga, Us

Atlanta, Georgia, United States

Maintain and analyze financial accounts for Thrift Savings Plan (FRTIB) holders by updating information and resolving issues, including but not limiting to: processing payments, adjustments, and transfersProcess monthly demographic, contract, and work reports while coordinating with the IT department to make any programmatic changesGather over 350 prospective clients contact information weekly to conduct internal and external research that support client requestAnalyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customer issuesCalculate various risk associated with clients request and policiesCommunicate with internal and external relevant parties on questions, timelines, and changes of loan and contract agreements to provide visibility, transparency, and awarenessCoordinate the creation and/or preparation of internal/external reports which involves gathering, analyzing, calculating, compiling, and summarizing data and information from all departments and business unitsAccurately inputting data from Excel into agency database using SQL queries, while consistently maintaining 99% accuracyReport tasks with daily, weekly, and monthly outputs using various database systems, Excel, Pivot Tables, and VLOOKUPServe as a liaison for the business unit and other units such as project management, Information Technology, Lending, Card & Payment Services to ensure smooth transition of new accounts, service and/or processes for support within the business unitAssists with auditing retirement contributions throughout the plan year to ensure annual contributions are in compliance with IRS limits, state, and federal regulationsManage and perform account updates for over 10,000 clients monthly, while effectively meeting deadlinesOrganize and Facilitate Daily/Monthly team meetings via Microsoft Teams, Webex, and ZoomMaintain Top Secret/Sensitive Compartmented Information Clearance from US government for high-priority contract

Primary contact for users regarding answering questions, technical support, troubleshooting, researching solving hardware, software, and database related issuesManaged the daily activities of configuration and operation of IT systemsWorked closely with software development teams and recruited and trained multiple users, ensuring all policies and procedures were followedAssisted with onboarding and offboarding process of new users with a laptop/desktop set up, system configurations, login credentials, and basic network administrationSupported and maintained domain account management through Active Directory and AWS IAMCommunicated effectively with other project groups such as cybersecurity, network, operations, and Program Management teams to assist with the installation and troubleshooting of systems componentsReal-time monitoring of service desk and providing high quality support to effectively diagnose and resolve service requestsInvestigated production issues and analyzed the root cause of the issue, and providing a resolutionAssisted in developing standard operating procedures (SOPs) for all IT functions within the organizationEscalated incidents to level 2 or level 3 support according to established processes and proceduresUtilized ticketing system (Service Now) to track, document, manage, and resolve submitted incident ticketsResearched and utilized information from support applications, intranet web sites, team notes, documents, architectural diagrams, log analysis and SQL to identify problems, requirements, and constraintsCreated multiple knowledge-based articles to educate experts and troubleshoot issues within the companyEnsured service tickets were completed accurately and within established SLAFollowed organizational practices regarding Incident, Problem, and Change Management along with the creation of database records for these disciplines

Greeted customers and performed consultations with unit drop offs to determine level of service required Created cases and service tickets for damaged, lost, malfunctioned, and damaged productsActivated accounts for clients interested in new servicesInstalled software, modified, and repaired hardware and resolved technical issuesProvided base level IT support to non-technical personnel within businessManaged call flow and responded to technical support needs of customersIdentified and solved technical issues with a variety of diagnostic toolsResolved customer issues in a clear, courteous, and straightforward manner

Fayetteville, Georgia, United States

Ensured the efficient operations of the cashier team and front-end operationsSupported cashier training and development as well as promoted accuracy of checkout transaction by executing excellent cashier behaviorsMonitored checkout stations to ensure adequate cash available and are staffed appropriatelySupervised others and provided on-the-job trainingInfluenced and motivated cashiers to achieve high standards of product knowledge, asset protection, and to meet and exceed company's goals and expectations of cashiers' metrics, customer satisfaction, and credit card applications. Answered customers questions, and provided information on procedures and policiesAssisted customers by providing information and resolving escalated customer issues

Received payments by cash, check, credit cards, vouchers, or automatic debitProcessed merchandise returns and exchangesMonitored checkout stations to ensure adequate cash available and are staffed appropriatelySupervised others and provided on-the-job trainingProvided customers with fast, friendly, and accurate checkout servicesAssisted customers by providing general information regarding company's products, policies and servicesProcessed checkout and/or return transactions, as well as monitored and maintained the assisted Checkout environmentFollowed policies and procedures to prevent shrinkCompiled confidential information and processed credit applications, and customer requestOperated a variety of office equipment including computers, copiers, calculators and cash registers to place special orders and complete financial transactions

Information Technology, Data Networking And Security

Bachelor'S Degree, Biology, General

Activities and Societies: Delta Sigma Theta Sorority, Inc.