Data Visualization skillsActs as a key point of contact for the project needsProvides detailed guidance on projects, relevant policies or procedures, processes, tools and techniques to the external stakeholdersAnswering and managing incoming and outgoing callsOrganize plan and track the project end-to-end.Review procedures and develop ideas for automating operational efficiencyExperience with estimating processing time to complete a project

● Analyzed quality and performance data to support operational decision-making.● Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.● Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.● Recorded findings of inspection process, collaborating with quality team to implement corrective actions and implement new business ideas● Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. Defined and implemented quality initiatives to reduce risk.● Developed and maintained quality assurance procedure documentation.● Used MS office applications to create presentations, flowcharts and graphs detailing data analysis results.● Ensuring documentation is produced, published, and collated efficiently.● Maintains communication with users and other interested parties by keeping track of the status of support requests.● Developed training materials, SOPs and work instructions to supplement new team member onboarding.● Developed root cause reports to address problems with customers.● Conducting fundamental research & analysis

● Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.● Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.● Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.● Research & analysis for assisting customer projects● Answered constant flow of customer calls with minimal wait times.● Responded to customer requests for products, services, and company information. ● Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. ● Offered advice and assistance to customers, paying attention to special needs or wants.● Answered customer telephone calls promptly to avoid on-hold wait times.● Provided primary customer support to internal and external customers.