• Facilitated client and engagement acceptance processes, ensuring compliance with firm protocols and supporting efficient project initiation for the entire life cycle of the engagement.• Contributed to User Acceptance Testing (UAT) and maintained tracking spreadsheets to monitor the progress of engagement setups.• Assisted with risk management system inquiries and coordinated engagement revisions, upholding the integrity of client acceptance procedures.

• Oversaw support, updates, and enhancements to Global Risk Applications to improve functionality and user experience.• Supported oversight of system data integrity, addressing defects in collaboration with technology teams.• Coordinated with international risk teams and IT specialists to verify data accuracy, contributing to issue identification and resolution.

Monitor, maintain, and remotely troubleshoot any service issues with T-Mobile cellular network nationally.Create spreadsheets on current progress of all projects.Dispatch field technicians to cellular site for any network issues that have not been resolved remotely. Provide support and site information to technicians, as well as escalate all connectivity issues that have been determined high priority.

Manage and maintain all customer accounts and information, schedule appointments to install and/or service customer Philips Lifeline equipment.Create spreadsheets to log all information including updates to customer service agreements, required signatures, and payroll.Answer all inquiries involving customer billing and usage of Philips Lifeline products.

Observe, analyze, and manage the workflow of technicians in the Regional Control Center Department for all Field Operations to ensure routes issued to techs meet travel time and productivity.Responsible for quota management (technician workload) using excel to analyze current and future data for field service requirements in several service areas.Responsible for retaining customer loyalty by exercising effective and efficient service recovery actions to resolve customer complaints.

Delivered comprehensive support for billing and payment issues, ensuring adherence to company standards while maintaining professionalism and accuracy in customer service. Assisted in the onboarding process of new employees and managed coordination of customer service activities, including direct handling of escalated customer concerns.