Assure consistent quality of production by developing and ensuring first-rate functionality while utilizing tools to test performance, reliability, detect bugs, errors and any other failures. · Perform end user testing of all software developed prior to production. · Document software defects, using a bug tracking system, and report defects to software developers. · Identify, analyze, and document problems with program function, output, or content. · Install and configure software production environments to allow testing of software performance. · Coordinate user or third party testing. · Assist field customer support by reproducing failures and creating new bugs for the development team.

Dedicated to providing after-hours service to State Farm customers who contact an agent's office outside of normal business hours.• Assist customers, agents, and State Farm employees by phone & email by answering insurance-related questions• Initial loss reporting• Payments and bill related questions• Work closely with agents/claims personnel• Utilize computer technology to navigate the State Farm intranet to locate information, and electronically file claim reports• Provide first-response Emergency Roadside Services

Provide assistance to customers in regards to their FSA, HRA, or HSA savings account by explaining benefit programs and ensuring HIPAA regulations are met on all claims provided to the company.• Prepare reporting that itemizes customer expenses throughout the plan year• Work closely with employer benefits centers to fulfill customer expectations• Conduct claims research to ensure customer documentation meets HIPPA regulations

Responsible for daily functions, as well as long-term activities, with the goal of supporting all client needs. Key responsibilities included working closely with account management to ensure all goals were met, running and preparing any reporting needed to support initiatives, and providing leadership to other aspects of the company to secure client satisfaction.• Preparing marketing strategies• Analyzing sales and providing reporting to support initiatives• Manage and conducting weekly meetings with client• Oversee all customer service and escalated situations to ensure no impact to clients• Pinpoint any trending issues, and neutralize the situation by correcting procedures

Responsible for areas of client program marketing for major financial institutions, casinos, and resort properties. Key responsibilities include vendor management, catalog production, marketing approvals, gift card services, program performance reporting, as well as website and product QA.• Manage catalog production while working closely with the Creative department and vendors as well as obtain marketing approval for all products shown• Out of state client event support• Develop presentations for client, senior leaders and event initiatives• Present process and marketing data analysis to senior leaders and clients• Source and purchase customized rewards

Ensured customer service SLA requirements were being met while maintaining direct relationship with the client and internal support services. Key responsibilities included resolving escalated customer situations, researching new and outstanding orders, and implementing changes to client program call scripting along with process and procedures as needed. • Supported multiple client programs• Assisted the account manager with reporting and analysis• Created SME procedures to support the business• Participated in client meetings and presentations• Return and refund reporting• Managed and reported on all outstanding pending orders and status

Provided customer phone support for incoming calls on service questions and sales. Consistently exceeded performance standards.