Ebony W. Email & Phone Number

• Served as the primary contact for reporting activities within Payroll Customer Support, managing tasks such as WAR (Weekly Activity Report), bi-weekly spreadsheet exports, ad-hoc report requests, and metrics analysis.
• Reviewed and provided feedback on cases handled by Tier 1 and Tier 2 analysts, identifying areas for process improvements and operational efficiency.
• Conducted audits of live GFACS AME updates to resolve outstanding payroll tickets, escalating system issues as necessary.
• Managed dashboards for analysts and management, ensuring efficient workflow and task prioritization.
• Analyzed ServiceNow reports to track analyst performance, supporting coaching efforts and refining work procedures based on data insights.
• Participated in ServiceNow project meetings, operational reviews, and User Acceptance Testing (UAT) to support system enhancements.

Charleston, SC

• Provided direct support to Tier I Analysts, streamlining operations by managing escalated tickets for prompt resolution at the Payroll Customer Support Desk.
• Enhanced productivity and employee engagement while preventing knowledge loss by reviewing and developing knowledge-based articles.
• Offered feedback and recommendations to improve business processes and workflow efficiency.
• Managed daily front-line work schedules for the team, including facilitating meetings.
• Drafted communications such as memos, emails, reports, and other correspondence.
• Responded to management inquiries and special project requests promptly, ensuring satisfaction with workflow and outcomes.

North Charleston, South Carolina, United States

• Transitioned to Management Analyst V under new company IFAS LLC.

North Charleston, South Carolina

• Provided frontline support to Department of State employees and annuitants regarding inquiries related to pay and pensions.
• Accurately documented, prioritized, and relayed customer issues using Case Management and ServiceNow systems.
• Escalated complex inquiries to Global Compensation pay specialists and technicians for expert resolution.
• Participated in system testing for ServiceNow software to enhance case creation and management processes for the Payroll Customer Support Desk.
• Earned multiple awards and commendations for exceptional performance and efficiency in handling Payroll Customer Support Desk operations.

Daniels Island, SC

• Delivered exceptional written and verbal customer service by promptly addressing and resolving customer inquiries, issues, and concerns using the internal knowledge system.
• Assisted customers with billing inquiries, troubleshooting issues, and service upgrades while accurately logging and maintaining customer records to ensure high-quality service.
• Kept up-to-date with T-Mobile’s products and services to effectively assist current and potential customers with informed purchase decisions.

Bachelor Of Science, Digital Information Design W/ Concentration In Digital Commerce

Concentration focused in business statistics and analytics, electronic commerce, multimedia storytelling, advertising, and marketing,

Education record

Activities and Societies: National Technical Honor Society Band