Heather Delalla Email & Phone Number

Nashville, Tennessee, United States

United States

• Provide technical assistance and support for incoming queries related to online and mobile banking platform. Including troubleshooting log-in and OTP authentication issues, as well as ancillary services such as Bill Pay and Zelle.• Ability to work with call center agents and guide them through step-by-step solutions to resolve clients’ issues.• Strong vendor management relationship to be able to work with vendors to resolve the issue.• Experience working with IT Service Management Ticketing Tools such as ServiceNow and Remedy to be able to add,manage, and triage tickets.• Utilized synthetic monitoring tool (Apica) to monitor online and mobile banking platform stability.• Experienced problem-solver to research an issue to identify the root cause, resolve it, and to prevent future issues ofthe same nature.• Enhanced current documentation for more efficient future research on similar issues.

Milwaukee, Wi

• Assess the client’s needs, create a roadmap that will guide clients through the implementation process.• Host regular calls with clients to examine data files to complete product mapping, processes, forms, reports and operational needs of our clients in order to facilitate system conversions.• Guide clients through system testing to ensure the efficiencies of the newly implemented products.• Performing tests to ensure new, customized software meets client specific needs.• Coordinating and conducting readiness reviews to ensure conversion is proceeding on schedule.• Training clients on new systems and procedures.• Ability to translate client requirements to technical specifications and then explain these concepts to client groups.• Strong analytical and problem-solving skills as well as excellent client relation, negotiation and documentation skills

Milwaukee, Wisconsin, United States

• Lead team meetings, asked questions to better understand the calls representatives are receiving or making, educated and coached workers remotely regarding processes and practices, and explained expectations to employees.• Transitioned clients from Implementations to Support, as well as resolved any defect issues with Development teams.• Collaborated with other tech leads from our Norcross, St Pete, and World Pay teams to ensure consistent processes.• Created, reviewed, updated, and improved training documentation for team members.• Continually worked to improve processes, ensuring resources are properly allocated, and maximizing efficiency and customer satisfaction.• Utilized extensive skill and proficiency in advanced research and resolution of incidents or service requests.• Effectively communicated with all levels of technical and non-technical personnel including escalations for technical resources and coordinated efforts with third party vendors as needed to resolve customer issues.• Worked independently on highly complex issues, actively communicated with clients to update them on research efforts and resolutions, and keeping on top of current products, upcoming changes, and new releases.

Milwaukee, Wisconsin, United States

• Received inbound calls with an 80% first call resolution rate with an average speed to answer rate of 45 seconds.• Provided exceptional customer service by assisting customers with their needs in a friendly, professional, knowledgeable and timely manner, answered customer's questions, guided them through difficult issues, and diffused angry customers.• Contributed to team meetings, asked questions to better understand the calls representatives are receiving or making, educated and coached team members regarding processes and practices.• Ensured resources were properly allocated, and maximized efficiency and customer satisfaction while handling consumer concerns and questions.

Brookfield, Wi

➤ Provided first level customer service support in a call center-like environment serving as a primary contact for inbound client inquiries while maintaining a high level of customer service and professional relationships with all levels of clients.➤ Monitored, managed, and tracked all customer issues as well as researched and problem solved to determine resolutions to reported technical problems with any of the support product lines while maintaining availability for all incoming calls.➤ Maintained individual and team goals for call answer rate and customer service survey scores by addressing customer technical issues through the use of technical expertise, knowledge base, and other tools to ensure customer success.➤ Educated customers on product enhancements, processed service requests, and resolved billing inquiries.

Milwaukee, Wi

➤ Helped meet overall revenue growth goals by building and developing relationships with clients, discovering their financial needs, and offering them the best products, services, and solutions while referring opportunities to specialists.➤ Leveraged available resources and technologies to optimize client experiences with operational excellence and accuracy including opening accounts, selling bank products, and educating clients on self-service banking options.➤ Oversaw administrative duties including helping clients establish checking/savings accounts, entering data into banking software, providing deposit product services, and supporting teller line to reduce wait times and enhance client service.➤ Resolved issues with banking services and accounts, provided clients with apt solutions to their financial needs including recommendations for other products or services and referrals to in-house financial experts.➤ Advised clients on bank services such as loans and credit cards, explained product changes, restrictions, benefits, requirements, and other relationship-banking related product information to clients or bank employees.➤ Provided qualified referrals to various departments and related supplier service providers.