Jarrett Parker
Atlanta
Summary
Seasoned Client Service Manager with a proven track record at Velocity Solutions, specializing in B2B SaaS implementation and client onboarding. Excelled in project management and fostering robust client relationships, significantly enhancing client satisfaction. Expert in system configuration and adept in cross-functional teamwork, consistently delivering projects on time and within scope. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
23
23
years of professional experience
Work History
Client Service Manager
Velocity Solutions
09.2020 - Current
- Oversee new B2B clients' SaaS implementations and onboarding for the Akouba LOS.
- Apply system configuration changes as needed via ACS.
- Coordinate with the Director of Implementations, Account Managers, Sales Representatives, and other internal parties for implementation calls, sales calls, process improvement, project forecasting, and client reviews.
- Accountable for issue tracking and resolution, as well as knowledge and document management via SharePoint, Workfront, and Jira.
- Partner with technical and marketing resources from client institutions to construct a solid foundation of data to assist and oversee the technical implementation process from the client’s perspective.
- Conduct various on-site meetings and/or remote webinars with clients throughout the implementation process for data gathering, training, and stakeholder updates, as the need arises, to foster strong, personable relationships with clients.
- Manage ongoing client relationships with continuous client engagement post-implementation, including analyzing financial institution data and company reporting for continuous process improvement and optimization.
- Identify and promote cross-sale opportunities.
Senior Business Consultant
Finastra
06.2013 - 09.2020
- SME, responsible for system setup, configuration, client onboarding, and implementation for new and existing B2B clients with the agile enterprise SaaS solution 'CreditQuest,' a commercial LOS suite, along with its various supporting applications, utilizing a SQL database.
- Client workshop facilitator, tasked with leading workshops and discovery sessions to develop scope, drive outcomes, and make decisions around implementation.
- Design and construct workflow processes for various loan origination procedures.
- Classroom instructor, please provide onsite training to new users on system fundamentals, ongoing maintenance, and security protocols.
- Serve as the client advocate and primary point of client contact for consultation and support during the entire project life cycle.
- Responsible for internal coordination with additional teams, both domestic and international, as project deliverables dictate.
- Project liaison for third-party vendors.
- Organize the integration of additional outside tasks and services when applicable.
- Accountable for issue tracking and resolution, as well as knowledge and document management via Microsoft Dynamics CRM.
- Assist the project management team by reporting project metrics, milestones, time reporting, and documents via the 'PWA' system.
Implementations Analyst
FISERV
01.2013 - 06.2013
- Application support for B2B mobile banking app implementations, and client onboarding.
- Product subject matter expert serving as a bridge between multiple third-party vendors, the hosting client, and the end user.
- Monitored progress of implementations projects throughout the development life cycle.
- Resolved issues related to application configuration or setup during the testing phase.
- Documented user stories, use cases, test plans and scenarios for various implementations projects.
Senior Data Analyst
FISERV
05.2007 - 12.2012
- SME, responsible for system setup, initial configuration, and client onboarding of 'Vantage,' utilizing SQL and advanced Excel.
- Primary client contact responsible for project implementation and management of client historical data.
- Responsible for conducting on-site client workshop training.
- Investigated root causes of anomalies in datasets using exploratory data analysis.
- Maintained a library of model documents, templates, and other reusable knowledge assets.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Business Customer Service Representative II
Sprint Nextel Corporation
03.2006 - 04.2007
- Responsible for achieving customer dispute resolution through analytical problem-solving and negotiating tactics, while maintaining customer satisfaction.
- Provided customer service support for individual, business, corporate, and government telecommunication accounts.
- Account modifications, including rate plan changes, credit/billing adjustments, balance transfers, refund authorizations, and deactivations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Provided technical assistance when needed by troubleshooting hardware and software issues.
Accounts Receivable Administrative Assistant
Baker College of Allen Park
07.2004 - 02.2006
- Office coordinator responsible for assisting and directing students, staff, and faculty in daily operations.
- Responded to customer issues to provide immediate resolution and improve retention.
- Generated monthly financial reports for management review.
- Participated in cross-functional projects with student admissions and student counseling, as requested by the management team.
- Tuition billing, invoicing, payment, and deposit processing.
- Financial Aid appeal committee advisor, responsible for evaluating academic performance and intent, to determine if government aid should continue to be awarded to students.
- Account representative responsible for collections, federal/state financial aid adjustments, and daily account maintenance using the AS/400 accounting system.
Investment Administrator
GoldK
10.2001 - 03.2004
- Responsible for processing and balancing disbursements for 401(k) and IRA withdrawal transactions for distributions, loans, hardships, and refunds using the Relius accounting system.
- Account liaison, supervising process management while providing support to other team members in local, national, and global offices.
- Monitor 'Late Night' closing procedure, which included batching transactions, verification, and final transmittal of all daily activity.
- Responded promptly and professionally to customer inquiries concerning their investments or accounts.
- Provided technical support to clients regarding their investments and trading activities.
Education
Master of Business Administration -
South University
Savannah, GA12.2012
Bachelor of Business Administration - Management/Accounting
Baker College of Allen Park
Allen Park, MI12.2006
Skills
- SaaS implementation
- Client onboarding
- System configuration
- Workflow design
- Project management
- Workshop facilitation
- Training
- Customer relationship management
- Client issue resolution
- Exceptional communication
- Time management
- Account management
- Microsoft Outlook, Word, PowerPoint, and Excel
- Cross-functional teamwork
Activities
- Japan Center for Michigan Studies Student, Hikone, Japan, 2000
- Associate of Business Administration - Management, Cum Laude
- Baker College Business Administration Advisory Board (Student Member), 2005
- Baker College Dean’s List Winter, Spring & Summer Semester, 2005
- KaBoom Volunteer, 2016
- Habitat for Humanity Volunteer, 2017
- General Assembly Data Analytics Course, 2019
Timeline
Client Service Manager
Velocity Solutions
09.2020 - Current
Senior Business Consultant
Finastra
06.2013 - 09.2020
Implementations Analyst
FISERV
01.2013 - 06.2013
Senior Data Analyst
FISERV
05.2007 - 12.2012
Business Customer Service Representative II
Sprint Nextel Corporation
03.2006 - 04.2007
Accounts Receivable Administrative Assistant
Baker College of Allen Park
07.2004 - 02.2006
Investment Administrator
GoldK
10.2001 - 03.2004
Master of Business Administration -
South University
Bachelor of Business Administration - Management/Accounting
Baker College of Allen Park
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