Loretta W. Email & Phone Number

Phoenix, Az, Us

Phoenix, Az, Us

Scottsdale, Arizona, United States

Serve as a technical resource that serves as a liaison between the business and development teams. Responsible for creation and implementation of product solutions for the clinical services business. Partner closely with the Project Manager/Scrum Master and development team to design, develop and deliver scalable, extensible and sustainable solutions. Lead business requirement gathering sessions and deliver technical solutions utilizing Agile methodologies.

Provide business consultation for customers, capture business problems, and configure Zendesk in order to meet and exceed expectations. Translate client goals and success criteria into a design doc according to scope of work. Recommend best practices in alignment with client’s organizational and functional requirements.

Leads the business application administration and process redesign team for the customer service organization. Responsible for the capturing, prioritizing, designing and executing system changes as well as managing the acceptance of new feature releases into the business process workflow.Provide thought leadership by understanding and assessing processes and data to recommend changes to improve service delivery, speed and quality.Responsible for the implementation and administration of all Zendesk ticketing, live chat, guide, CRM and explore reporting applications.Responsible for the knowledge management team and state-of-the-art help center serving internal and external customers.

Drive the creation of business solutions by partnering and collaborating with business stakeholders and IT to develop goals, product features and implementation strategies for assigned products.

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