Sydney Barnes

• Overall focus: Serving as a leader and resource for installation projects.
• Prepares customer for implementation. Conducts readiness reviews, ensuring all aspects of setup are complete.
• Establishes guidelines/timeframes to ensure a successful installation. Ensures milestones are met. Monitors all phases of the installation and escalates issues when necessary. Interacts with project manager when needed.
• Exercises the responsibility and authority to take steps to ensure a successful installation.
• Troubleshoots issues once implementation is complete.
• Conducts exit reviews. Documents issues, ensuring they are not repeated in subsequent conversions.
• Reinforcing training to customers and/or provide guidance in training customer personnel.
• Identify items that are outside the scope of a standard installation and participate in project activities related to those items.
• Participate in sales turnover meetings to schedule and determine the scope of the project.
• Review contracts and work with contracting to ensure the implementation of proper products and services.

• Overall focus: Provide support to my team, my peers, and our clients through my unique skill set.
• Responsible for the daily production for a team of 15-25 Product Support Representatives, with a focus on metrics and department Key Performance Indicators.

After Call Work, Avg Handle Time, Schedule Adherence, Transfer Percentages, and agent efficiency.

• Review agent call quality to ensure that the department’s Service Level Agreements are met.
• Hold weekly coaching/meetings with each agent on an individual basis.
• Discuss metrics, institutional feedback, career goals, personal struggles, and other items.
• Used Microsoft excel to review KPI reports, PAS reviews, and to create touch base schedules.
• Hold weekly meetings with direct reports present
• Discuss updates across the contact center, provide opportunity for Q&A to see agent concerns.
• Facilitate group meetings to enhance staff communication and process improvements.
• Responsible for interviewing/hiring, corrective action termination, and yearly reviews of staff.
• Assist with system/cred testing on new financial institutions that bought jha services.
• Collaborates with a workstream on successful talent engagement and retention
• Direct communication with Credit Union clients via phone, email, and smartsheet conversations.
• Technical Aspects:
• Assist agents with general troubleshooting to complete their daily duties
• Redeploys, utilizing SOC for unlocks/resets, genesys updates, Xperience updates
• Reset domain profiles for Credit Union Core access within our department
• Updates/Maintains Content Management System (CMS) for accurate information for all Credit Union agents.
• Assist peers with redeployments on agent systems
• Creates Quick Assist credentials for agents
• Direct experience with Cisco and Genesys systems
• Direct experience with Episys Quest, 20/20, Core Director, and Silverlake.

• Overall focus: Provide support to my peers, and our members through my ability to strive in high energy work environment.
• Assist members/peers with Bill Pay
• Identified any recurring payments, stop payments, unlocks needed, set up payments, delete/add payees, and setting up Bill Pay.
• Assist with escalated calls
• Banking and Credit Union calls.
• Assist with online banking
• Password resets, unlocks, profile creation via Alkami, Q2 CoPilot, Architect platforms
• Assists with Powerlink
• Direct experience with Episys Quest, 20/20, Core Director, and Silverlake.
• Assists members with account specific requests
• Balances, transfers, payments, bill pay platform, fraud monitoring, disputes, refunds, debit card transactions, and other items.
• Assists with training credit union and bank new hires
• Hands on with multiple programs
• Xperience, Silverlake, 20/20, Core Director, Episys, Netteller, Alkami, Architect, Opening Act, Q2, Quick Assist, Powerlink, iPay BillPay e-support, Synapsys, Microsoft Office, Excel, Cherwell, jSource, Etc.
• Handled the daily tasks as a product support representative as well.

• Overall focus: Provide support to our members through my ability to strive in high energy work environment.
• Answer every incoming call during shift without auto answer assistance.
• Articulate meaning in layman terms while deescalating situations.
• Ensure first call resolution whenever possible by utilizing all available resources
• Met department KPI’s
• AHT, not ready percentage, QA, and other items
• Provided support for 25+ financial institutions including credit unions, and the occasional bank

• Overall focus: Responsible for implementing workflow procedures based on direction from the General Manager.
• Managing projects and/or events
• Supervise employees during day-to-day tasks
• Provide customer support in escalated situations
• Open and close the store and registers
• Assist with creating schedules
• Prepare paperwork for the day
• Collaborated with peers on conference calls
• Handle returns or exchanges
• Handle ship-to-store packages
• Send and receive shipment
• Complete hardware visuals for the merchandise setup
• Travel store to store to provide additional support
• Coordinator for the district’s marketing events

• Overall focus: Responsible for implementing workflow procedures based on direction from the store owner.
• Marketing through television and other social media networks
• Provided an elevated customer experience to generate a loyal clientele
• Answered numerous calls per day by addressing customer inquiries, solving problems, and providing new product information.
• Greeted customers entering the store to ascertain what each customer wanted or needed.
• Described product to customers and accurately explained details and care of merchandise.
• Opened and closed the store