• Developed and refined processes and procedures, continuously adapting based on feedback and success metrics. • Expertly utilized Python, SQL, Microsoft Access Database, and VBA to automate repetitive tasks, enhancing efficiency and accuracy across functions. • Handled transactional duties including billing, purchases, and refunds, ensuring meticulous record-keeping for future reference. • Offered robust support for transaction-related inquiries via email and ServiceNow, swiftly resolving discrepancies and concerns. • Generated and maintained analytical reports, leveraging data insights to drive informed marketing decisions and detect emerging trends. • Initiated proactive solutions to recurrent challenges, and strategically established new procedures to institutionalize these improvements. • Successfully balanced multiple projects, demonstrating agility and adaptability while consistently upholding primary responsibilities and established SLAs.

* Directed project progression using Python, SQL, Microsoft Access Database, and VBA to automate tasks, track activities, resolve issues, and produce timely progress reports.* Assisted users with boosting digital presence through SEO optimization, Vanity URL creation, Google Business Listing review, and offered advice for improving customer engagement on platforms like Facebook, Twitter, LinkedIn, and Instagram.* Provided operational and compliance advice to users for utilizing Digital Marketing platforms such as Reputation.com, ReviewTrackers, GoDaddy, Hearsay Social/Hearsay Relate, Kaltura, Google My Business, Facebook Business Manager, Instagram Business, and their own branded insurance websites.* Addressed and resolved platform-specific challenges ensuring optimal user engagement.* Relied on ServiceNow, Jira, and Outlook as the primary avenues for support, project/issue tracking, and communication with users and partners.* Conducted regular meetings and check-ins with vendors via platforms such as Outlook, Slack, Teams, Zoom, Google Meet, and WebEx to escalate and resolve issues reported by users, ensuring quick turnarounds and high satisfaction levels.* Maintained strong communication and cultivated professional relationships with vendor reps from Facebook, Reputation.com, ReviewTrackers, Hearsay Social, GoDaddy, and Brandmuscle, ensuring adherence to established SLAs involving prompt responses and resolution times for users.* Provided users with detailed user documentation, technical assistance, and tailored training, primarily facilitated through ServiceNow, Jira, Teams, Zendesk, and Outlook.* Crafted and updated knowledge articles in ServiceNow and Jira, ensuring customers have easy access to essential information.* Analyzed data to generate comprehensive technical reports on operational trends, leveraging insights for continuous improvement.* Identified and integrated solutions to recurring challenges, utilizing Jira for efficient tracking.

• Utilized Hyland RPA software to automate the citation payment process, verifying amounts, and ensuring accurate data entry. This advanced automation significantly reduced user errors and enhanced the efficiency of transactions. • Streamlined the process of entering credit card information and notating actions within our internal system through the optimized use of Hyland RPA, ensuring faster and error-free operations. • Actively communicated with customers and vendors, prioritizing their satisfaction. Incorporated Hyland RPA tools to automate routine follow-ups, enhancing responsiveness and customer experience. • Provided pivotal administrative support, embracing innovative solutions and continuously seeking ways to integrate automation for enhanced productivity. • Fostered robust interdepartmental communication, liaising frequently with both vendors and internal teams via phone and email. Leveraged Hyland RPA to manage and streamline communication logs, ensuring no communication gaps.

• Managed multiple client projects concurrently, ensuring timely delivery and satisfaction. • Educated clients on new software functionalities to optimize their operational processes. • Spearheaded data synchronization across various solutions, maintaining the highest standards of data integrity. • Executed comprehensive data migration processes using specialized front-end software tools. • Demonstrated rapid acquisition of new technology knowledge, adapting swiftly to evolving client needs. • Leveraged advanced Excel techniques and VBA scripting to automate data cleanup, streamlining the preparation for migration to new software packages. • Performed intricate data manipulation tasks, utilizing Excel for in-depth analysis and data transformation. • Acquired hands-on experience with diverse packaged software, ensuring seamless migration and integration for clients. • Diligently reconciled data discrepancies and troubleshooted data-related errors, guaranteeing the utmost accuracy in data transitions.

• Managed and executed Data Analysis on diverse datasets, ensuring insights are derived effectively and efficiently.• Specialized in Data Mining techniques to extract valuable information from vast datasets.• Crafted intuitive Data Visualizations for actionable insights, leveraging tools such as Power BI, Pivot Tables/Charts, SQL, and Python.• Oversaw Data Management by ensuring timely logging, verification, and organization of received data.• Led Data Cleaning initiatives by assiduously checking data for inconsistencies, omissions, or errors and took corrective measures promptly.• Transformed paper-based information into digital formats, emphasizing Data Engineering practices, using keyboards, data recorders, or optical scanners.• Managed Data Warehousing processes, ensuring that high-volume data is stored in a structured and retrievable manner.• Maintained data integrity and accuracy by cross-referencing with source documents.• Addressed requests to extract data, underscoring the importance of systematic Data Management from databases or electronic filing systems.

• Conducted Level 2 troubleshooting via ServiceNow, ensuring prompt and accurate issue resolution. • Managed and processed ticket escalations within ServiceNow, performing callbacks for in-depth troubleshooting, and diligently documenting resolutions of recurring challenges. • Collaborated closely with management using ServiceNow reports to address and resolve significant issues impacting multiple users. • Facilitated escalations to Tier 3 support through ServiceNow, ensuring comprehensive documentation for seamless transition and swift resolution.

• Offered comprehensive support, ensuring timely problem resolution for customer queries, primarily via ServiceNow. • Consistently maintained composure and patience, even when faced with challenging customer situations. • Processed both inbound and outbound technical support calls, meticulously documenting each interaction in ticketing systems, focusing on ServiceNow variations. • Displayed exceptional interpersonal skills, ensuring courteous and effective customer interactions at all times. • Managed user accounts through Active Directory, handling tasks such as account unlocks, password resets, and account reactivations, often coordinating these tasks through ServiceNow.

• Cultivated and sustained strong relationships with both service providers and consumers, ensuring high levels of satisfaction and collaboration. • Played an instrumental role in the training and onboarding of new employees, clearly and efficiently detailing protocols and using ServiceNow as a training tool. • Consistently achieved targeted monthly metrics, encompassing call duration, call count per shift, and notable customer satisfaction scores, often tracking these metrics through ServiceNow dashboards and reports. • Collaborated actively in the collection of insights and knowledge, utilizing ServiceNow to aid management in refining procedural documentation aimed at resolving complaints, addressing recurring challenges, and catering to general inquiries. • Demonstrated expertise in handling both inbound and outbound technical support calls, meticulously documenting each interaction within ServiceNow and ensuring all troubleshooting steps were precisely recorded. • Administered user accounts through Active Directory, coordinating many of these tasks via ServiceNow for account unlocks, password resets, and account reactivations.