I have over 2 decades of experience technically supporting financial technology products where I consistently delivered awesome in my recent customer facing role. I had an overall satisfaction score of 9.9 from my customers with a first-call resolution rate of 97%, a timely resolution rate of 100%, and a total net promoter score of 95+%. My expertise also includes excellent communication and project skills. Specialties: • Providing Financial Institutions and Online Banking Service Providers with product training and technical services for data download issues.• Solving complex issues of a technical or functional nature using broad and in-depth product knowledge for Quicken, QuickBooks, and Credit Karma.• Providing financial partners with a clear understanding of online banking and an ability to articulate online banking features and functionalities to their customers.Team/Leadership Skills: • Flexible team player with an attitude open to change wherever my team needs assistance. • Promotes and fosters a positive work environment and relationships as my personal brand. • Shares feedback with my team on merging issues with a collaborative approach to solve the problems. Technical/Functional Skills: • Complete knowledge of Quicken Windows/Mac and QuickBooks Windows/Mac products. • Technically capable of analyzing error and system logs (OFX logs and Connectivity logs) to diagnose and resolve customer problems. • Thoroughly understands the banking and investment industry. • Demonstrates accurate and logical problem solving. • Collaborates with co-workers to achieve end-to-end quality in our customer experience. • Tracks the status of escalated problems to ensure timely resolution of all issues and acting as my customer’s advocate. • Ensures customer and partner issue resolutions are communicated to appropriate leadership members in a timely manner which meets my team’s service level agreements or expectations. • Clearly and effectively communicate (both written and verbal) across all business groups to resolve problems. Computer skills: • Exhibits a high level of knowledge in the relevant operating system and software environment. • Above average hardware and software expertise. • General understanding of networking and connectivity in the relevant software environment. Organizational skills: • Demonstrates initiative, excellent problem-solving skills, and the ability to prioritize. • High end skillset utilized within Intuit’s organization to support business needs (examples: training, creation of training materials, and QA rotation).