Nay Marseille
Ottawa,Canada
Summary
Dedicated and detail-oriented professional with 9 years of professional work experience in the banking sector and customer service known for delivering exceptional customer service, communication, and documentation. Adept at analyzing and resolving issues as the initial point of contact. Equipped with 2 years of ServiceNow experience, skilled in configuring and customizing the platform to meet specific organizational needs. Passionate about automating processes to enhance efficiency and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Assistant Manager Escalated Customer Concerns
Scotiabank
02.2024 - Current
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
Project Coordinator/Collections Officer
Scotiabank
11.2019 - 02.2024
- Coordinated internal project resources, ensuring adherence to schedule and scope.
- Managed cross-functional communication contributing to successful project outcomes.
- Created dynamic and efficient Scrum/Agile environment.
- Managed effective communication between all internal project team members, leading to successful project completion.
- Assisted debtors in setting up payment plans to recover overdue balances.
ServiceNow Business Analyst/Administrator
NextGen/Freelance
09.2023 - 11.2023
- Designed and developed custom application in 2023 during 10 week program | NEXTGEN COLLEGE PORTAL
- Pioneered and configured Business Rules, UI Policies, UI Actions, Client Scripts, ACLs, list, filters including advanced scripting when necessary.
- Implemented and enhanced ITSM environment including incident, Problem, Change and KB Management, Service Catalog and Service Portals.
- Created catalog items and reviewed Service Catalog approvals.
- Generated weekly and monthly reports showing essential changes, incident reporting, item ordering and more.
- Managed and administered lists, filters, forms, platform interfaces and data within tables.
Executive Assistant
PwC
02.2022 - 05.2023
- Assisted multiple stakeholders on various projects simultaneously.
- Coordinated priority of support work based on client and business needs while tracking inbound support tickets to provide clear resolutions to customers.
- Developed and maintained automated alert systems for important deadlines. Extended analysis to assist technology team efforts to escalate and resolve issues.
- Used advanced software to prepare documents, reports and presentations. Tracked KPIs and created continuous improvement plans.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for stakeholders.
- Held requirements gathering sessions with stakeholders for seamless project delivery. Identified key technology defects to streamline problem resolution.
ServiceNow System Administrator
Internship
01.2022 - 08.2022
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Customer Service Specialist
Scotiabank
11.2017 - 03.2019
- Provided consultative solutions, referring customers to appropriate business partners.
- Led process improvement initiatives, establishing standard procedures and escalation policies.
- Analyzed user trends, implementing strategies to enhance experience.
- Mitigated compliance risks and executed corrective action plans.
Education
ServiceNow Certified System Administrator
Servicenow - In Progress12.2033
Certified Scrum Master -
ScrumAlliance
2022
Scrum Foundation Professional Certificate -
CertiProf
2022
Associate of Arts - Philosophy
Dominican University College
Ottawa, ON2015
Skills
- Business Analysis
- Process Improvement
- Project Management
- Requirements Gathering
- Scrum/Agile Methodology
- Requirements Negotiation
- Technology Implementation
- Salesforce
- ITIL
- ServiceNow (ITSM, HRSD, ITOM, CSM, ITAM etc)
- PM Tools: Jira, Asana, Confluence and Notion
- G-Suite/Windows 365
- ServiceNow
- Scrum/Agile Methodologies
Projects
NextGen Professionals ServiceNow Project: "College Application Portal"
- Skills and Tools utilized: Flow designer, Service Portal Designer, Google Workspace
- Individual Contribution Highlights: Scrum master, Configuration of Service Portal, Service Portal landing page, mapping from front end form to back end forms/tables, creation of users/groups, management of Jira/Confluence and Reports/Dashboards
Food Ordering System
- Technical Implementation Document
Financial Relief Program
- Individual Contribution: Developed and maintained knowledge base and training documents, generated weekly reports, KPI tracking, troubleshooting and Project Management.
- Tools used: Jira/Confluence, DAWT and Google Workspace
Accomplishments
- 53 peer recognitions for customer focus and problem resolution
- Recognized by executive management for successfully leading new project in 2020
- Top Individual Performance Award 2018
- Team Captain 2018
Timeline
Assistant Manager Escalated Customer Concerns
Scotiabank
02.2024 - Current
ServiceNow Business Analyst/Administrator
NextGen/Freelance
09.2023 - 11.2023
Executive Assistant
PwC
02.2022 - 05.2023
ServiceNow System Administrator
Internship
01.2022 - 08.2022
Project Coordinator/Collections Officer
Scotiabank
11.2019 - 02.2024
Customer Service Specialist
Scotiabank
11.2017 - 03.2019
ServiceNow Certified System Administrator
Certified Scrum Master -
ScrumAlliance
Scrum Foundation Professional Certificate -
CertiProf
Associate of Arts - Philosophy
Dominican University College
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