•Leads a team of five in prioritizing and managing a backlog of strategic updates for employee and customer-facing systems, resulting in a 20% estimated cost savings from coordinated updates. •Acts as a liaison between management and key stakeholders to develop business cases for strategic updates. Generated user story requirements by analyzing data, gathering requirements, and justifying business cases, ensuring the voice of the customer is reflected through well-informed user stories. •Created and presented a monthly analysis of KPIs to key leaders for a strategic business initiative highlighting cost reductions of over 50% on a new billing platform to support its continued implementation.•Processes complex financial calculations and corrections for clients while maintaining 99% accuracy. •Fosters relationships with high-value clients in ten states by delivering accurate and efficient support through financial education and de-escalation of issues from calls fielded by call center.•Trusted to serve as a subject matter expert throughout the business line by serving on four cross-departmental teams to offer insights. Relied upon by management to help mentor new employees.

•Delivered exceptional customer service by efficiently handling complex financial inquiries via phone and email across three product lines, leveraging specialized training and licensing to provide clear and accurate responses.•Resolved over 80% of customer concerns on the first call by expertly addressing issues.•Attained Senior Specialist title and earned FINRA Series 6 and 63 licenses within one year due to recognized work ethic and integrity. Mentored new employees and ensured internal procedures stayed current.

•Investigated technical issues for event coordinators across six different software products while maintaining over a 90% satisfaction rate on customer surveys. •Designated as a departmental subject matter expert and performed ad-hoc and a/b testing for IT team.