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 staff in their daily tasks while ensuring minimal disruption to existing practices.• 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 receiving high training satisfaction ratings.• 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