Driving to improve customer satisfaction and experience by conducting data analysis, implementing new technologies and creating/updating procedures. Also focused on improving employee efficiency and accuracy.

Business Analyst and Systems Administrator for Customer Operations department, specializing in customer communications software (Zendesk and Five9), employee efficiency reporting, and customer experience. Analyzing performance data of customer facing departments to determine software and process development needs. Regularly meeting with senior management to review department and employee performance. Leading projects related to employee training and enhancing the customer experience. Recently completed the development of a multilingual customer service department in Latin America, including development and implementation of phone and email systems and establishing core workflow processes and key performance indicators.

Developing, implementing, and maintaining cloud based phone and email systems using Five9 and Zendesk SAAS platforms. Analyzing team and employee performance and presenting data to senior management. Establishing reporting dashboards for both historical and live data. Trained employees on multiple systems. Key stakeholder in redesign of customer resource website. Managed seasonal customer service staff.Sysmex Management Academy Graduate

Providing B2B customers with order support, website assistance, and account management using phone and email communications. Subject Matter Expert on cloud based ordering systemDuties as Team lead: training and coaching other team members, assisting management with workforce management, escalation handling, creating and documenting standard operating procedures

Providing B2B customers with order support, website assistance, and account management using phone and email communication tools. Processed high priority standing orders

Assisting the staff members of various Fortune 500 companies in enrolling in annual healthcare benefits, maintaining customer benefit accounts, training customer’s on benefit package options