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Banking Client Management and Support
Project type
Software / Applications
Role
Subject Matter Expert (SME)
Description
This project aimed at managing and supporting a banking client's application environment, ensuring high performance, reliability, and efficient process implementation. As the project's SME, I managed a team, provided comprehensive training, and maintained excellent performance, consistently meeting the Service Level Agreements (SLA). I developed over 25 knowledge-based articles, facilitated workshops, and conducted training sessions to introduce new processes.
Skills
Team Leadership
Client Communication
Quality Assurance
Incident Management
Service Request Management
Knowledge Management
Change Management
Technical Support and Troubleshooting
Tools Used
ServiceNow
Microsoft Office
Accomplishments
As a leader, I successfully guided our team to consistently meet the Service Level Agreement (SLA) for incidents, service requests, and change requests. The completion of the banking client optimization and support project yielded significant enhancements in their application environment. Key achievements under my management included a 43% reduction in support interventions, accomplished by creating over 20 knowledge-based articles. Additionally, there was a 40% increase in process adoption rates due to effective training sessions. These outcomes highlight my leadership, technical expertise, and ability to deliver impactful solutions, showcasing my capability to drive performance improvements and operational efficiencies in complex technical settings.
