• Key business lead, works with the CE, PL, and SME for business deliverables.• Use in depth knowledge of delivery and BA process, document (net new, conversions, integrations, etc)• Utilize fundamental data migration, conversions, integrations, and extracts. Work with development to provide clear business requirement documents.• Implement multiple projects with data migration, conversion, integrations, and extracts. Work with API requirements.• Construct large complex projects with multiple swimlanes• Work closely with business leads to capture requirements including conversion documentation and mapping to create business requirement.• Serve as point person for data teams to document missing information on requirements.• Lead client requirement documentation overviews including client profile and homework (HW), and data mapping discussions.• Document (workbook, workflow diagram, homework,feedback log, tickets) using Excel, Word, Visio and Jira. • Create process flow designs, using experience to create workflows that are easy to follow and clearly represent client's process.

• Achieved Top Metrics within department for customer satisfaction, call duration, & graded performance.• Respond to customers/agents requests for quotes or changes to existing policies.• Review cancellations and reinstatements and make appropriate decisions to resolve with guidance.• Resolve service-related complaints and complex calls with guidance from others on more complex calls.• Act as online billing systems and agency portal website expert to provide proactive agency and customer support.• Identify new business opportunities driven by customer/agent request where appropriate, which includes both coverage and product.• Ensure current and complete documentation of account notes.

• Produced top 1% in statistics for analyzed metrics in entire technical department, spanning NorthEast region.• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Used ticketing systems to manage and process support actions and requests• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Collaborated with supervisors to escalate and address customer inquiries or technical issues.• Used ticketing systems to manage and process support actions and requests.• Oversaw installation of software programs and hardware systems to meet proper IOS/OS requirements.

• Assessed designated location's individual and team performances, analyzing data trends to determine best methods to improve sales results• Tracked changing product lines to effectively meet dynamic market demands• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals• Held weekly meetings with Regional Sales Director to identify techniques to overcome sales obstacles• Increased sales revenue to $6,000 per month in Video monitoring and security system services by leveraging effective negotiating skills• Attracted new clientele and developed customer relationships by hosting product-focused events• Proper utilized salesforce to increase customer base along with business revenue

• Forged and nurtured relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 90%.• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.• Conducted on-site tours of facility for potential members and current customer.• Maintained membership database, ensuring that all information was current and accurate.

• Conferred with customers about concerns with products or services to resolve problems and drive sales• Compiled customer feedback and recommended service delivery improvements to management• Interned under CEO John Doleva & Vice President Paul Lambert where I gained valuable experience in Leadership, Marketing, and Administrative duties• Accommodated Key Hall of Fame guest in visits such as NBA Commissioner Adam Silver, former V.P of operations for the Miami Heat Mark Steinman, along with NBA legends Tracy McGrady, Larry Bird, Dwayne Wade, Magic Johnson, etc.