Tim Anderson Email & Phone Number

Austin, Tx, Us

Working with Financial Institutions to bring world class online banking to their consumers.

Austin, Texas, United States

In addition to managing Implementation and Support of our checking and loan platforms, I'm also working closely with Sales and Product to develop new products. My responsibility includes creating the training and processes for our clients, training our Sales team, and serving as a Pre-Sales contact for strategic clients. This includes traveling onsite for Sales, Support, and Training when necessary.

Austin, Texas, United States

In this role, I was responsible for the implementation and support of Kasasa’s lending and checking product platforms. This is done through managing 3 managers and over 30 indirect reports across 4 teams. In this role, I have:- Built a process to submit and prioritize improvement requests from individual contributors to the product team. - Acted as Program Manager and Interim Product Manager for a priority initiative. This included building and prioritizing product roadmaps, contract and pricing strategies, resolving compliance issues, and negotiating with external vendors. - Developed and oversaw the implementation of a consumer facing support strategy including defining support channels, case management platform evaluation and implementation, and technology integrations to existing platforms.

Austin, Texas, United States

In this role, my focus was to launch of all Kasasa products including Reward Processing, Account Opening, Marketing Programs, and Website hosting. This is in addition I was responsible for the support of Kasasa's SaaS platform.Achievements during this time include:- Built a consistent and cohesive Client Experience from pre-launch through post launch support for all Kasasa Products. - Integrated our Salesforce and SaaS technology platforms to reduce the level of effort and allow clients to launch Kasasa products faster. - Launched a customer facing portal to allow clients to better interact with their Launch and Support teams. - Completed project to upgrade all clients to Kasasa's hosted platform from legacy on-premise platforms.The culmination of these efforts allowed Kasasa to save over $300k in annual support costs.

Austin, Texas Area

I was responsible for the Technical Success of Kasasa's Products. We worked with clients to ensure a smooth and transparent implementation process and a support experience built on trust and communication. To do so, at the time I was responsible for three different teams: Technical Implementation, Technical Support, and our Escalation and Tools team. In my time with the Technical Operations Team, we have: - Tripled the number of products and doubled the number of clients supported per representative. - Worked with Product and Development to develop and launch a hosted platform to Kasasa clients. - Reduced level of effort for each new implementation by 30% allowing for faster implementations. - Reduced customer escalations from human error by 65%. - Built and maintained a strong relationship with Product and Development partners. Currently oversee the upgrade of all Kasasa clients from on premise to hosted solution. This includes talking through customer and consumer benefit, contractual and pricing changes, scheduling implementation, overseeing queues, and objection handling.

Austin, Texas Area

As Director of Technical Operations, I was responsible for the Implementation and Support of Kasasa's Technical products. While in this role, I managed a team of 25 highly skilled Supervisors and Technical Representatives. Together, we:- Standardized our implementation process to increase quality and reduce timelines.- Piloted and released a Hosted option that reduced product implementation timelines by roughly 30% at EOY 2016.- Remained completely Customer Focused to ensure that Kasasa continues to create Raving Fans in both Technical Implementation and Technical Support.While in this role, I was awarded the Patch Award for Interdependence for my work ensuring cross-functional success.

Austin, Tx

I managed the daily operations of 12 technicians and 2 supervisors within the BancVue (Now Kasasa) support organization. This included staffing, forecasting, budgeting, training and employee development. I was able to work closely with other teams across Kasasa including Marketing Operations, Technical Installation, and Product Development to deliver world class products and services for Kasasa customers.In my time in this role, I effectively: - Increased the number of products supported by over 50% in 2 years without adding headcount. - Implemented SLA tracking for internal customers. - Developed capacity planning to better predict and deliver on long term project goals. - Instilled a "white glove" approach to customer service.- Reduced annual costs associated with human or software errors by over 60%.

Austin, Texas Area

Provide support for all of BancVue's products in a POD structure. Support of SQL Based software as well as Website maintenance and Online PFM Software Manage all direct technical needs for 43 clients with 96 total products including daily data collection and monthly rewards calculations as well as installation and upgrade support. Clients accounted for $3.8M annually in revenueWork with high level management to implement organizational changes including moving from a "Direct Support Model" to a "Pod Support Model" and Implementing processes for combining multiple roles that provide the best overall customer experience

Austin, Texas Area

Provide Support to Community Banks and Credit Unions for their Internet, Mobile, and Voice Banking software with emphasis on excellent customer service and an efficient work flowManage Escalations and act as a point of contact for both Development and CustomersMaintain written records of actions taken in a Support Ticketing System Regularly work with Dev team to provide solutions to customersDaily use of Microsoft SQL including Custom Reporting, Troubleshooting, and Maintenance. Work with Development through the Life-Cycle of Defects (Discover bugs, recreate the issue, gather logs, install test patches, validate changes, install production patches)Prioritized bugs and defects for patching and implementation

Round Rock, Tx

Provide Solutions to small and medium businesses for a wide variety of technical situationsTraining on functionality of different products, including Load Balancers, Servers, SANs, Switches, Firewalls, and many other peripherals as well as most major software vendors including VMware, Microsoft, Symantec, and CitrixPosition solutions in an acquisition and development sales environment ranging up to $500k