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.• Developed training materials, delivered team presentations, and facilitated onboarding and ongoing training programs for new hires.

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