Colleen Brooks Email & Phone Number

Minneapolis, Mn, Us

As part of Federal Reserve Financial Services (FRFS) Operations Support, I lead an amazing group of Subject Matter Experts that are some of the smartest people I have ever had the privilege to work alongside.

Minneapolis, Minnesota, United States

Owned the Retail Payments Technology Services (RPTS) Problem Management process with the goal of decreasing the number of incidents (with the focus on Critical, Significant and Re-Occurring) and other general platform issues, as well as reducing the duration and mitigating the severity of these occurrences. Provided defect management support for the RPTS by reviewing, researching, and updating defects that were generated during the testing of new applications as it’s moved through various environments ensuring that defects opened against the code base are handled in a timely and thorough manner.

Minneapolis, Mn

Managed 3 enterprise client ecommerce websites on cloud-based software as service solution on IBM service-enabled infrastructure environment. Hosted weekly client calls to discuss business objectives and deliverables. Oversaw change, incident, and service request cases for implementation and operations activities. Served as technical engagement manager bridging gap between IBM frontline technical resources and backend domain experts often times filling in technical information to deliver and support customers.

Minneapolis, Mn

Assigned to co-manage Target.com for hosting and applications services. Project managed maintenance activities of applications, infrastructure, servers, and network devices. Interfaced on-site with Target change management and operations teams to coordinate and manage daily incident, change, and release management priorities. Attended client review meetings, presented status reports, and documented client service performance. Provided 24/7 on-call client support and coordinated incident response and resolution.

Minneapolis, Mn

Assigned to co-manage Target.com for hosting and applications services. Project managed maintenance activities of applications, infrastructure, servers, and network devices. Interfaced on-site with Target change management and operations teams to coordinate and manage daily incident, change, and release management priorities. Attended client review meetings, presented status reports, and documented client service performance. Provided 24/7 on-call client support and coordinated incident response and resolution.

Minneapolis, Mn

Oversaw signature client customer relationship and overall client satisfaction while ensuring compliance with all contractual commitments. Created / presented customized stewardship reports to vendor management teams. Hosted customer calls and / or on-site visits to review customer projects. Updated and maintained customer service guide and documented customer orders and billing information.

Managed 7 high value business enterprise accounts, delivered 16.4 billion in annual revenue and earned leading customer service quality ratings. Defined client expectations, designed and implemented complex advance feature networks. Served as subject matter expert, educated clients on Business Direct electronic tools, billing, and ordering applications, and created a positive customer experience.

Master Of Business Administration - Mba

Finance, Accounting And Finance