• Conduct call observations using online observation systems and coach agents based on observations• Responsible for leading team of Technical Support agent that provide technical assistance for security systems• Resolve escalations related to technical support

• Led team of software support agents in call center that maintained and optimized marketing programs using marketing software. Included evaluating agents to ensure quality of service was being met• Conducted system testing including functional, regression, user acceptance integration and performance to ensure client’s needs were met. Improved the skills of support agents to deliver excellent customer service and experience to clients. Consistently maintained 95% client satisfaction rate• Resolved client escalations regarding software and level of support. Over $100,000 saved in claims due to successful escalation management. Engaged client to gather software requirements and business rules to ensure alignment with development teams• Monitored KPIs, SLAs and processes to identify opportunities for improvement

• Over 7 year's industry experience as business analyst with excellent understanding of business requirement gathering, business analysis, business process modeling. • In depth knowledge of project life cycle, User Interface Designing, Testing, Quality Assurance, implementation and support within Agile/Scrum& Waterfall environments. • Ability to gather information and analyze, conceptualize, set priorities, take initiative, lead a team, collaborate, work independently• Operated as project liaison between developers, stakeholders and end users for system enhancements. Worked with internal and external clients to facilitate the development of requirements and processes• Strong analytical and problem-solving skills, excellent planning and multi-tasking abilities, with proven experience in utilizing people and process knowledge to help enterprise make critical decisions

• Identified opportunities in processes and implemented process improvement initiatives across the business. Process improvement and methods and procedures documentation specialist• Managed and maintained Customer Satisfaction Surveys program• Provided system and process training to Client Care organization and training system deployment