- Oversee CRM (Customer Relationship Management) process to create new and promote existing relationships.- Provide resource training for sales team to ensure goals were met.- Facilitate daily sales meeting to identify challenges and provide assistance where needed.- Identified opportunities to improve CRM workflow efficiencies.- Assisted with maintaining documentation database and end-user access.- Assisted with creation of RFP documentation for government bids.- Participated in monthly executive meetings relating to company growth and opportunities.

- Application Developer liaison for third party cyber risk applications.- Assisted in the development of resolution groups and standard operating procedures in the Digital line of business.- Created Disaster Recovery Standard Operating Procedures for third party applications in the event of natural or man-made events threatening customer privacy.- Coordinated and managed reviews with third party vendors, information owners and delivery managers to identify risks that would be logged and tracked for remediation.- Provided weekly analysis for previous / current issues to monitor for trends and improve efficiency.

- Created/revised basic SQL queries to execute in SQL Developer application for data analysis of report requests, server or Oracle issues, and/or validation of user entitlements and access logging.- Researched server logs to determine root cause of possible latency or workflow error and provide mitigation.- Utilized Peregrine System Management tool to track low- to high-priority incidents mainly affecting PII (Personally Identifiable Information), transaction processing, and image data storage- Coordinated with team to ensure timely issue mitigation, implementation tasks/validation, and ad hoc assignments were completed within deadline.- Maintained Knowledge Base documentation with updated procedures and server/workflow data.- Created and managed documentation of ITSM (Information Technology Service Management) changes, working with Change Coordinators to maintain scheduling, coordination and management of resources impacting Production environments for supported Infrastructure and financial applications.- Provided training and development assistance to Help Desk Level 1 support

- Provided assistance with testing for implementations affecting image, statement, and transaction processing.- Analyzed user and application issues to determine root cause and provide successful mitigation.- Subject Matter Expert for items processed through the Virtual Payment Center and all Regional Processing Centers; navigation through multiple viewers accessing check and statement images, as well as transactional data.- Created/revised basic SQL queries to execute in TOAD application for image volume validation against internal image database.- Created FAQ document utilized by branches and call centers for global customer image transactions.- Created/revised Standard Operating Procedures for 6 internal reconciliation and validation processes used by Domestic and International personnel.- Processed user account creation/modifications and terminations for various supported financial applications according to business level requirements.- Provided training, development, and mentorship to domestic and international Help Desk Level 1 Support

- Supported and managed the workflow in three areas with a staff of 6-8 employees, as well as to Brecksville and Bangalore sites through a web-based program, in a deadline driven environment.- Helped develop, recommend, and implement operational plans and policies to support the long-term operation, strategic business objectives, and operational budgets.- Accessed multiple internal reconciliation applications to validate/adjust entry transaction prior to account posting.- Performed individual and team projects within the business units to increase job knowledge and gain hands on experience.