Produced reporting by querying and staging data for Product Managers/DirectorsMaintained management information reports and developed data structure, storage and querying techniques Developed product profitability reporting using a variety of query tools as well as Access and Excel, from multiple data sourcesDeveloped a new reporting metric implemented companywide to measure profitability by price platformProvided new analyst training in database, reporting, pricing, and regulatory complianceConducted competitive analysis for Product Managers for all statesCollaborated with Marketing on market research in the field and agency relationsConverting under-performing rating platforms to updated segmentation to ensure positive resultsOverall business owner serving as liaison with IT on implementations of pricing models. Engaging with Project Manager, Business Analyst, QA and senior leadership roles within IT to ensure successful definition to implementationState specific Product Management experience including filing, regulatory, strategic planning, competition, distribution channel management for Arkansas, Mississippi, and FloridaAssisted with the implementation of program rates, rules and formsProvided documentation, support and analysis (loss trends, disruption, quantification and competitor) for proposed rate changesCreated state filing documents and program manualsAssisted with the development of IT test plans and specificationsDrafted communication plans that outline impacts by affected areas (both internal and external)Assisted with the development of pricing practices across all states in an effort to eliminate redundancies and establish consistency in processes

Audited current, created new and managed internal business processes for multiple departments.Analyzed records of company products and customer satisfaction to determine necessary future business improvements.Created performance metrics for the Engineering Department.Analyzed the life-cycle of projects to determine how to improve the project process. This includes testing of software, reporting issues, installation/set-up by the project team, as well as customer communication. Interpreted product defect data and project details to study trends to further customer satisfaction and quality.Evaluated customer project satisfaction survey responses for improving future business.

Researched, gathered and managed information regarding Customer Support, Patch Management, and Security topics for company visibilityPerformed data entry and data mining using multiple software regarding customer satisfaction and business developmentAnalyzed monthly quality metrics about the status of the Customer Support department and presented results to managementIdentified opportunities for operational, project and administrative improvementsCreated, managed and provided reports of customer issues and company products for management review and visibilityProvided support, administrative and organizational services on a corporate or project level for process improvement, tactical and engineering projectsProject management responsibilities as assignedMaintained the current status of assigned projects and reported to OSI management on the overall status of projects and planned activitiesManaged CRM database of customer incidents Coordinated Customer Support and Patch Management communications within OSIResponsible for assigned customer communications via CRM, email and phone contactsManaged NERC Security Compliance discussion items and external and internal updates Performed receptionist responsibilities including: answering multiple phone lines; scheduling meetings; recording meeting minutes/action items; opening/closing building

Tracked and analyzed A/R Aging Summaries and Sales ReportsBilled patients and insurance companies for a variety of services including routine eye exam, refraction, fittings and contact lensesMade appointments, checked in/out, prescreened, and answered patients questionsTaught educational classes for new contact wearersVarious office work including answering/making phone calls, filing paperwork, ordering contact lenses, and working with insurance companies by checking eligibility and benefits

Maintained sales floor and fitting rooms to expected standardsExecuted a variety of management projects such as visual design layouts

Analyzed Sales Reports to determine future sale goals Used and maintained machines to develop and print picturesProvided quick, friendly service; took orders; answered phones; solved problemsManaged store closing functions involving recording deposit and locking up