Consultative sales, development, and maintenance of current and future personal and commercial insurance business accounts.

Consultative sales, development, and maintenance of current and future personal and commercial business accounts.

- Title was Sr. Business Analyst but functioned as a Customer Success Manager.- Care Liaison and Product SME for: cross-functional Business Leads/Product Owners/Project Stakeholders/Sponsors, internal Care functional teams and global Contact Center Representatives. - Primary Customer Care channel point of contact for: Direct to Bank, Direct to Card, US Loyalty, US Marketing internal teams.- Identified and implemented customer experience initiatives that improved internal processes, experiences & satisfaction. Net Promoter Scores were measured using Medallia software.- Handled Care process analysis, alignment, improvement requests. This included investigating and helping to resolve some of Western Union's top 5 customer complaint issues.- Created Customer Care business requirements, Jira user stories, process maps, operating procedures & knowledge articles for global Customer Care contact center representatives. - Troubleshot Production issues on launched products with: Product Owners/Project Stakeholders/global Contact Centers/Care functional teams/Technical Leads, etc.

- Managed a team of project management consultants, developers & support staff. Responsible for labor efficiency, utilization, revenue forecasting, resource planning and staffing needs for these resources. - Performed monthly job costing, financial reports and analysis for all "fixed cost" and "time and material" projects. This included calculations of revenue, COGS, GP, GP%, monthly commissions' amounts. - Responsible for team's monthly cash and accrual targets and actuals for gross revenue, profit margins, and AR goals.

- Hired on contract to work on several projects under the Billing Harmonization and Standardization Program. These projects dealt with the consolidation of multiple invoices and billing formats as well as multiple fulfillment and delivery vendors & systems as well as internal and external processes.

- Partnered directly with Consumer Marketing Product Managers and various other business owners and stakeholders to build, and lead, cross-functional product implementation/delivery teams through the development and release of new software products for mobile phones & regulatory projects.