-Documented project charters, business requirements, business cases, and change requests for large audiences.-Enhanced web/mobile websites, real-time alert engines, and voice response systems.-Acted as project manager, understanding business needs, prioritizing deliverables, and controlling schedules for high-priority projects.-Quality assurance tester for monthly security patches, system upgrades, and project enhancements.-Account manager for Intuit products offered through credit union online channels to membership.-Adept at interdepartmental coordination to maximize business functionality and efficiency.-Responsible for strong problem-solving and analytical judgment over a wide variety of projects.-Subject matter expert for enterprise systems and processes for all online channels offered by the second largest credit union in US.

-Tier 1 technical support for five financial institution’s online banking channels using effective troubleshooting skills.-Operational content management performed regularly for each online banking channel supported by SECU.-Managed department’s message inbox and provided customer support by responding to member requests.-Documented monthly reporting ensuring accuracy of information provided along with recognizing organizational trends.-Documented new technology requests from membership to help develop service procedures, policies, and standards.

-Managed a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency.-Identified and addressed customer needs, with a goal of total satisfaction.-Provided expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers.-Met customer-service department sales targets, generating leads when opportunities arise.-Followed company guidelines and procedures for communications with minimal supervision.-Recommended improvements to company processes for efficiency.-Build expert, dynamic knowledge of the company’s products and services.-Engaged with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.

-Provided exceptional customer service to all guests, ensuring their satisfaction with the dining experience.-Took orders and served food and beverages to guests in a timely and efficient manner.-Maintained a clean and organized dining area, ensuring that all tables were properly set and ready for guests.-Collaborated with kitchen staff to ensure that all orders were prepared to the highest standards.-Communicated effectively with guests and colleagues, resolving any issues or concerns in a professional and courteous manner.-Upsold menu items and promoted specials to guests, generating additional revenue for the restaurant.-Followed all safety and sanitation procedures, ensuring that the restaurant was clean and safe for all guests and staff.-Worked collaboratively with colleagues to ensure that all guests received a high-quality dining experience.-Maintained a positive attitude and professional demeanor at all times, even in high-pressure situations.-Attended all training sessions and meetings as required, staying up-to-date on new menu items, promotions, and procedures.