• Used CRM and SaaS to implement and process medical claims for customers • Diagnosed and resolved client SaaS issues including system crashes, reboots, and slow operation time. • Performed SQL analytics to assess problems with customer medical claims processing• Worked with customers to update configuration settings, software usage issues including login difficulties, and general product support.

• Handled Customer Inquiries and Account Management• Processed home utility insurance sales for customers.

Product Management Analyst for industry leader in Digital Customer Service Solutions with Knowledge and AI- Authored product feature guides and tutorials.- Tested new system releases - Identified and reported knowledge product feature bugs. - Collaborated with Sales to record and produce product demos using Camtasia application for public facing resources and customers.- Authored functional requirements for new product features and updates.- Processed new ideas… Show more Product Management Analyst for industry leader in Digital Customer Service Solutions with Knowledge and AI- Authored product feature guides and tutorials.- Tested new system releases - Identified and reported knowledge product feature bugs. - Collaborated with Sales to record and produce product demos using Camtasia application for public facing resources and customers.- Authored functional requirements for new product features and updates.- Processed new ideas internally and externally from customers for product enhancements using Aha! Roadmaps and JIRA.- Helped to deliver on time product feature updates using Agile methodologies.- Organized, presented, and distributed weekly minutes to team.- Created Guided Help Case bases for end user procedure guides. Show less

Managed Services Analyst for Healthcare, Finance, and Retail customers.- Built and monitored reports, KPI’s and dashboards for customers.- Researched and documented functional requirements from customers.- Reviewed knowledge operational… Show more Managed Services Analyst for Healthcare, Finance, and Retail customers.- Built and monitored reports, KPI’s and dashboards for customers.- Researched and documented functional requirements from customers.- Reviewed knowledge operational processes and optimized workflows leading to greater user efficiency.- Researched and implemented solutions for customers and internal resources.- Established accurate reporting techniques with analytics software.- Worked on customer support cases using Ticketing Management Solution.- Authored Virtual Assistant guided help sessions for customer applications.- Created content management workflows and optimized customer applications. Show less

GMS IT Robustness Intern for Biopharmaceutical Technologies- Migrated SharePoint 2013 features & content to the latest 2016 edition- Integrated Kanban system in SharePoint for Change Request handling- Designed, optimized and organized team site layout.- Automated tasks using SharePoint Designer and C#- Produced Change Request Reports Weekly