Monitor, implement solutions, document data and model trends.Develop Continuous Improvement/Lean production training programs for onsite implementation.Monitor, filter and process all incoming internal IT email correspondence timely and professionally.Listen and promptly respond to service requests of associates and producing agents.Research issues, respond timely and accurately to inquiries, find solutions to various service requests, complaints or concerns from associates and/or producing agents.Communicate necessary changes or adjustments.Understand organizational processes and find ways to optimize and improve them.Perform data gathering, root cause analysis, and identify trends while studying processes.Collaborate with subject matter experts and teams for better understanding and implementation.Manage technology deployment projects and support technology platforms after implementation.Point of contact between team members and outside resources to assist in program troubleshooting.Identified problems and worked with senior management to develop effective solutions.Recommended improvements for cross-functional projects and processes.Developed process improvement initiatives and analyzed problems to create corrective action strategy.