Joseph A. Email & Phone Number

Canada

- Identified, documented, and investigated processes/exceptions arising from transactions/processes beyond first-level operations service delivery.- Coordinated with partners on key initiatives and acted as a project lead/subject matter expert for small-scale projects/initiatives in accordance with project management methodologies.- Escalated processes or operational issues as needed, based on a solid understanding of the issue by connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained.- Identified opportunities to improve service delivery.- Provided accurate and thorough analysis of key process drivers, and root causes of cross-functional operational issues by interpreting findings and making recommendations.- Supported partners with both inbound and outbound requests from various channels and answered questions to perform adjustments within authority levels.- Contributed to the production of consolidated reporting as appropriate.- Maintained working relationships with customers by resolving customer issues and articulating business processes to respond to customer queries.- Interacted with other partners and vendors by providing guidance and addressing questions/concerns effectively and timely.- Executed more complex transactions and overrides accurately, on time, and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs).

Diploma, System Administrator

Master'S Degree, Marketing/Marketing Management, General

Bachelor'S Degree, Mathematics