Jamil Itani Email & Phone Number

Irvine, CA, US

Irvine, CA, US

• Acted as a liaison between technical teams and business units, effectively communicating system capabilities and gathering requirements for future system improvements.
• Automated key reporting functions using Salesforce’s advanced analytics tools.
• Streamlined the integration of BenefitPoint and Salesforce, enhancing data synchronization between the two systems.

Irvine, CA, US

• Served as the primary liaison for various practice area leaders within the Employee Benefits organization, including the legal compliance team, providing a broad spectrum of operational support.
• Created and delivered comprehensive reports and presentations for company executives, utilizing organizational data to inform and guide strategic decisions.
• Functioned as the principal contact for tools and software vendors, overseeing everything from initial sales pitches to post-implementation and contract renewals. This role was crucial in integrating new tools to aid.
• Enhanced operational efficiency across the organization by developing process maps, RACI charts, and other methods to eliminate inefficiencies and reduce workloads.

Boston, MA, US

• Designed and implemented a SharePoint Knowledge Base, reducing call handling time by over 15% across the company by enabling a 3-click-search feature, thus minimizing reliance on higher-level support.
• Revamped and led new hire and process training sessions, training over 400 staff across various departments, from social workers to senior software engineers, improving first-call resolution by 25% and consistently.
• Reproduced and logged hundreds of system issues and defects, identified root causes, and provided immediate customer solutions in compliance with legal and contractual SLAs, pending permanent fixes.
• Collaborated with multidisciplinary, cross-organizational teams, labor unions, and government stakeholders to implement program changes and resolve customer concerns.
• Provided senior leadership and product managers with daily, weekly, and monthly customer data reports, identifying trends and issues, contributing to quicker resolution times, and aiding in solution development.
• Continuously developed, updated, and maintained critical program documentation, including policy and procedure manuals, curriculum design, training materials, customer talking points, and website content.

Boston, MA, US

• Received escalated phone calls transferred from Tier 1 representatives to assist state-contracted in-home caregivers manage their payroll accounts.
• Entered customer interaction details in Microsoft Dynamics 365 (CRM) tool to track requests, document problems, and record solutions offered.
• Used company troubleshooting practices to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

• Partnered with international media agencies including Vice and BBC to pitch and produce original video content while collaborating with producers, designers, and art specialists.
• Purchased, logged, and maintained office and camera equipment, and installed editing suites and software.

Professional & Continuing Education Program, Business Analysis

Bachelor Of Arts (B.A.), Communication And Media Studies