• Lead response to Support Customer Service Team CRM tool or Website issues• Investigate, diagnose, and resolve unexpected CRM tool responses• Mine CRM tool and website databases using custom written SQL statements• Prioritize fixes, enhancements, and tasks based on impact and ROIs• Communicate and coordinate planned updates, unplanned outages, and resolved/unresolved issues with end users• Liase with business owners and executives regarding system health and processes• Steer design of upcoming releases and evaluate system improvements• Write requirements for future enhancements for the CRM tool• Document processes and procedures for future reference and further training• Maintain knowledge of existing/on-going issues and resolutions prior to implementation of bug fixes• Manage product offerings in Salsify including updating images, availability within multiple brands, and maintaining custom parameters

• Assist top member florists with questions/requests for updating their websites• Process all incoming contracts and assign to teams for creation of services• Provide onsite training to visiting florists to advise how to update/maintain/track their websites• Create training documents and videos for internal staff as well as participating member florists

• Licensed by the State of Illinois for Life and Health insurance products• Work with all new agents and assistants to become licensed with the State of Illinois as well as contracted with the company including fingerprinting, background checks, communicate and follow-up with state agencies and the corporate office to ensure timely processing of paperwork• Provide training to new agents and assistants in preparation for state licensing exams• Support all technology for the General Agency and District Agencies reporting to the Downers Grove office including all hardware and software• Train financial agents and assistants on any new software• Successfully coordinated a full office renovation and expansion including scheduling vendors for wiring, installation of new cubicles, and updating paint and carpet throughout

• Licensed by the State of Illinois and California for Automobile and Property and Casualty Insurance products• Evaluate automobile claims to determine appropriate coverages that applied to a loss• Pay losses to policyholders, claimants, and vendors• Took initial claim reports from policyholders and claimants• Provide rate quotes for Automobile and Renter’s Insurance policies