Provides technical services and techniques that enhance the company's ability to provide effective online applications, metrics, and reports that help the business achieve corporate initiatives and objectives. Provides guidance and decision-making role on large scale projects. Works independently and cross-functionally to develop and/or advise how to design applications and operational processes that effectively meet business requirements.Provides subject matter expertise on multiple systems supporting various teams across functional areas. Develops and communicates documentation and/or training.Works with business stakeholders to secure business requirements for field requests related to ongoing operational processes and application support of enhancements, updates, and troubleshooting.Utilizes advanced Microsoft Office skills and tools to perform data exports, imports, and analyses. Develops and executes queries and provides support to team members. Performs UAT functions for new technical solutions.Performs research to identify, test, validate, and select technology products or code that achieves a sound solution.

Lead meetings with key stakeholders to collect business requirements and create user stories that accurately capture the functional requirements of the project.Work closely with software developers to ensure a clear understanding of user requirements and provide support to other departments in identifying any downstream impacts to functionality or processes.Develop documentation and workflow deliverables for project and development teams, outlining desired solution based on assessment of business requirements.Conduct user acceptance, functional, and regression testing by formulating and executing detailed test plans and test cases.Report and document defects discovered during testing, collaborating closely with software developers to ensure timely resolution in the test environment before deploying functionality in production. Act as the primary point of contact for system issues in production, troubleshooting and resolving issues before escalating to the relevant IT team.Create comprehensive documentation for workflows and training materials related to new or updated system functionality in Salesforce. These resources are utilized by a workforce of over 100 employees, ensuring they stay current with the latest system updates.Produce and deliver more than 100 ad hoc and recurring reports monthly, utilized by manager and executive leadership across sales, product, and customer service teams to inform strategic business decisions.Manage the creation, updating, and maintenance of databases in SQL Server dedicated to reporting and data analysis.Collaborate with both internal and external auditors to ensure that system functionality aligns with SOX requirements.

Negotiated claims with customers who escalated their issue to Dex Media’s executive team, the Better Business Bureau, Attorney General or social media platforms. Responsible for resolving the issue from beginning to end and communicating the resolution to the appropriate party.

Negotiated claims with customers who had errors in their advertising. Answered questions and resolved issues for internal (sales, collections) and external customers.Promoted to Customer Care Rep II within 9 months of starting at Dex, then promoted to Customer Care Negotiator within another year.