Kevin Brannon

Experience

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  Sioux Falls Truck and Trailer

  May 2011 - Mar 2013

  IT Helpdesk Analyst

  In my role as an IT Helpdesk Analyst, I played a crucial part in ensuring that all employees within our organization could harness our advanced technology effectively to perform their job responsibilities and serve our customers seamlessly.My responsibilities encompassed providing support for various facets of technology, including email, cell phones, voicemail, hardware and software setup, and virus removal, in addition to undertaking other projects as assigned by management.It was essential to recognize that our employees were not just colleagues but also our valued customers. I approached this role with a strong focus on quality and efficiency, akin to any direct customer service role in any other company, ensuring their technology needs were met with excellence and professionalism. Show less

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  Capital One

  Apr 2013 - Nov 2015

  In my role as a Floor Supervisor, I had a critical responsibility: ensuring that phone agents seeking guidance on policy, procedures, or regulatory matters received accurate and efficient answers. My approach involved offering one-on-one support directly at their desk to troubleshoot effectively.I was part of a dynamic team consisting of approximately 30-40 colleagues, all of whom shared the same role. As Subject Matter Experts (SMEs), we were well-versed in all aspects of company policy and procedure. Additionally, we had the authority to make judgment calls for exceptions to policy and procedure and handle supervisory calls, demonstrating our proficiency in resolving complex issues.My team played a pivotal role in bridging the gap between agents and management, which enabled us to develop valuable skills in both areas of our company. Managers often turned to us as the first point of contact when they had questions regarding proper procedures or the interpretation of policies, especially during Quality Monitoring assessments. Show less

  • Floor Supervisor

    Nov 2013 - Nov 2015

  • Customer Service

    Apr 2013 - Nov 2013
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  Fiserv

  Nov 2015 - Nov 2019

  Implementation Analyst, Staff

  • Accomplished professional with a successful track record in online banking product implementation, catering to a diverse range of small to medium-sized financial institutions based on their assets. Committed to delivering top-tier results.• Demonstrated dedication by conducting on-site visits to institutions, configuring parameters, providing comprehensive training, and offering support during online banking conversions. This hands-on approach enabled a deeper understanding of each institution's market strategy, fostering the expansion of their online banking presence.• Excel in educating various internal team members on the intricacies of online banking platforms, simplifying complex information into easily digestible formats. Instrumental in advancing the ongoing training process for six team members, guiding them from new hires to self-sufficiency.• Adept at creating technical documentation for both internal and external use, collaborating with teammates and leadership to ensure precision and relevance across multiple Fiserv teams.• Fostered a culture of knowledge sharing by regularly training teammates on diverse topics related to online banking. Emphasized strategies for examining and enhancing new processes while streamlining existing ones.• Collaborated seamlessly with external teams to enhance mutual understanding of processes and streamline workflows within the online banking platform.• Acknowledged by external clients and management for consistently delivering high-quality projects with remarkable efficiency.• Regularly submitted and advised on practical recommendations to management, driving ongoing process and procedure improvements to ensure increased efficiency and ease of use for all Fiserv teams.• Recognized for outstanding performance and promoted to Staff-level analyst within the first three years, a testament to my commitment to delivering consistent, high-quality results for both myself and my team. Show less

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  Online Banking Solutions (Now part of Fiserv)

  Nov 2019 - Aug 2023

  Implementation Consultant, Senior

  • Spearheaded the seamless transition of new Fortune 500 clients from their existing Treasury-Focused Online Banking solutions to the Fiserv product suite. This involved requirements gathering and the adept application of client service and change management best practices to ensure a smooth conversion.• Conducted comprehensive training sessions for new users, whether through telephone, web-based, or in-person interactions, ensuring clients were well-equipped to maximize the benefits of the Fiserv system.• Played a pivotal role in testing client data and Fiserv system configurations, ensuring proper functionality and data accuracy. Proficiently gathered and analyzed logs, configuration data in json/cron/xml formats and resolved any data discrepancies in a certification environment, both during testing and initial production activities within the software.• Served as the primary point of contact for clients throughout the implementation process, effectively escalating needs, issues, and concerns to relevant business partners and management when necessary.• Developed technical documentation for both internal and external use, collaborating closely with teammates and leadership to ensure precision and relevance across various teams.• Collaborated with developers and project managers to meet project launch deadlines that involved coordination with multiple teams, resulting in revenue generation exceeding $1 million per project.• Delved into client issues, analyzing and recommending effective solutions. Worked in tandem with Implementation project management, leadership, and Technical Support staff to proactively eliminate recurring issues.• Acted as a thought leader, continually identifying opportunities for enhancing the Implementation process. These improvements aimed to further enhance the client experience, drive client satisfaction, and improve client retention. Provided valuable recommendations for advancing project management processes and methodologies. Show less

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  ProcessUnity

  Aug 2023 - now

  Implementation Consultant

  • Proficiently configure ProcessUnity's software applications for customers through an enablement and teaching approach, ensuring a seamless integration of the solutions into their operations.• Successfully lead, manage, and coordinate multiple customer implementations simultaneously, demonstrating the ability to multitask effectively.• Actively engage with customers to gather their requirements and translate them into solutions within ProcessUnity's capabilities.• Exhibit in-depth product and technical expertise, delivering valuable knowledge and guidance to ProcessUnity customers.• Participate in knowledge transfer sessions, product training, and other strategic initiatives as needed, staying at the forefront of industry trends and best practices.• Conduct a combination of remote and on-site customer implementation workshops, tailoring the approach to meet the unique needs of each customer.• Consult with customers to provide expert advice on system configuration based on both product-specific and industry best practices.• Skillfully facilitate touch points and status meetings with customers in a timely and professional manner, maintaining effective communication throughout the implementation process.• Contribute to the development of best practices, project standards, and methodologies, actively working to enhance the efficiency and effectiveness of implementations and team processes, policies, and procedures.• Maintain an up-to-date working knowledge of ProcessUnity solutions, platform features, and best practices, ensuring that customers receive the most current and relevant information. Show less