• Serves as Project Manager on all projects to ensure that deadlines are consistently met.• Decompose high-level business and user requirements into functional requirements, specified in an appropriate level of detail and in appropriate forms suitable for use by those who must base their work on the requirements.• Analyze current system for possible efficiency improvements.• Executes queries to extract data from SQL Server tables.• Maintains close working relationship with internal customers in various location across the US.• Effectively manages all projects by utilizing all various forms of communication while working remotely.

• Elicit requirements using interviews, document analysis; requirements use cases, scenarios, and business analysis.• Decompose high-level business and user requirements into functional requirements, specified in an appropriate level of detail and in appropriate forms suitable for use by those who must base their work on the requirements.• Analyze business and user needs, documents requirements, and revises existing system logic as necessary.• Define quality attributes, external interfaces, constraints, and other nonfunctional requirements.• Represent requirements using alternative views, such as analysis models (diagrams), prototypes, use case analysis or scenarios, where appropriate.• Acts as liaison between end-user communities, stakeholders, and service providers within an enterprise.• Develops or modifies procedures to solve complex problems within information systems. • Monitors and documents post-implementation problems and revision requests.• Tracks and documents changes to functional and business specifications.• Attend on-going training sessions to achieve a higher level of technical skill.

• Motivate and encourage agents through positive communication and feedback.• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.• Answers questions and recommends corrective services to address customer complaints.• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.• Keys information in to computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints• Maintains harmony among workers and resolves grievances. • Involved with continuous education and development certifying current position.