• Maintaining high customer service satisfaction at 84 % while being the main point of contact throughout claims process with 60+ clients• Proactively meet and set customer expectations in consultative role by offering high-impact solutions to clients to transform customer workflows and business processes• Partners with stakeholders on the design, testing, implementation, and evaluation of business process changes to improve business outcomes• Responsible for project deliverables, meeting state requirements, analyzing KPI’s and analytics to inform decisions that are driven by market indicators and business goals• Works in agile environment as I and the team work towards a goal collectively and figured out the most effective way to handle a task & completes it whilst having the flexibility to adapt and make changes• Ability to work in situations with minimal supervision, scheduling tasks according to priority and manage a heavy workload

• Conducted high volume research to identify prospects with 100 million in revenue, by leveraging company data, using CRM (ACT), and qualified sales leads• Increased new business partnerships to drive growth by 30% through various methods; regional managers, email, social media mining, online searches• Provided first-line support to customers, resolving technical issues and troubleshooting problems through phone, email, and live chat• Elicited business functional and operational requirements including documenting business processes and operations, workflows, transactions and operational activities. Created and maintained comprehensive documentation for common issues and solutions, workflows, operational procedures

• Preparation and execution of digital, social media campaigns, and increased overall engagement on Instagram and Twitter by 40%• Consulted, collaborated, and brainstormed across different departments in developing, launching, and executing ideas across consumer touch points inherent to radio, influencers, live events, digital, audio streaming, social media, podcasting resulting 20% target increase• Partnered with stakeholders to define scope, gather, analyze, and document practices, workflows, and gaps• Defined project needs and created robust documentation of business needs, business requirements, timelines, and checklists to build out of campaigns and creates internal and external call/meeting agendas• Collaborated with multiple departments to create and produce shows & execute digital promotions from start to finish in order to exceed client KPIs (106.1 KMEL, WiLD 94.9, STAR 101.3, 98.1 The Breeze)