Connie Nelson Email and Phone Number

Engaged with our Product Team and Project Managers to ensure all tasks are completed in a timely manner to prevent any issues during go live. Engaged tasks can range from ensuring setups are correct on multiple systems, any needed keys are in place, ensure extracts take place, obtain resources for any go live events, and participate in all calls with the clients. Utilized Confluence and Sharepoint for tracking progress of migrations and ensured all artifacts were saved for history purposes. I was able to assist with the creation of our Playbook to track all tasks that required completion. Performed Project Management tasks to ensure no steps were missed for a migration and kept the project moving forward. Being in a fast moving, constantly changing environment, adaptability was a must to ensure keeping the project on track.Skills: Writing · Skilled Multi-tasker · Troubleshooting · High Level Of Accuracy · Microsoft Excel · Written Communication · PeopleSoft · Root Cause · Customer Satisfaction · Sensitive Issues · Organization Skills · Critical Thinking · Team Performance · Oral Communication · Analytical Skills, Critical Thinker, Customer Facing · Problem Solving · Phone Etiquette · Thinking Skills · Interpersonal Communication · Common Sense · Manage client expectations · Workload Prioritization · Team Building · Clarity · Communication · Interpersonal Skills · Computer Literacy · Attention to Detail · Microsoft Office · Business Process

Engaged actively in a hands-on capacity to provide comprehensive support across a diverse range of tasks to ensure adjustments are processed in a timely fashion with the goal of processing adjustments with a 95% or higher accuracy. Researched issues to solve business problems with common business tools such as Microsoft Office Suite, SharePoint, and Cognos to process an adjustment request same day. Identified potential Fraud or Risk of adjustments and escalated to appropriate group for further research to safeguard the company. I used various tools on a daily basis to ensure the accuracy of the adjustments that were processed. I continuously built strong client partnerships and relationships with the business functions which ensures our merchants requests are processed accurately. The skills of a business analyst was applied to a strong understanding of the teams LOB processes and procedures

Delivered appropriate integration solutions for end-to-end implementations and certifications for clients ranging from small shops to large companies. Accumulated extensive expertise and subject matter expertise on the Chase Merchant Services platforms, product suites, and the credit card processing landscape. Acted as a leader in a cross functional team that includes collaboration, consulting, technical certifications, trouble shooting and analytical thinking. Provided technical expertise to meet the client requirements and understanding of the implementations which involved networking, knowledge of specifications, products, system access, and data integrity Implementations and certifications were completed on our proprietary platforms with excellent success for go live. Provided high level of support and customer satisfaction by working collaboratively with account management, networking, developers, quality assurance to ensure a smooth integration for the client. Tracked and managed project issues while communicating to senior level management internally and externally to ensure a successful implementation.

Collaboration with development and business teams was key for successful project implementation. Created documentation, new procedures, mockups, and field level specifications that were used by the entire team. Documented and translated business requirements into technical requirements. I acted as a leader in a cross-functional team which has led and defined business rules and processes which ensured smoother implementations.

I served as Implementation Analyst and Small-Scale Project Manager. Providing in depth knowledge of existing products were required in order to support the merchant needs. I oversaw the conversion of merchants to JPMC Platform with a proven success rate. Represention on companywide projects from implementations perspective ensured a high success of the project. I consistently developed and updated document procedures that are still being used by the team.

Being the first line of defense for our merchants, I consistently was trouble shooting production issues, developing and documenting procedures, and providing customer service with our clients. Monitoring Production Files was performed on a daily bases and any needed networking issues would be escalated. Assisted clients with any questions on production files