Provided Hyatt guests with exceptional customer service throughout the inbound multi-system reservation process. With strong verbal communication skills and the ability to work independently, have successfully performed in the sales role, as well as assisted with troubleshooting various system issues to ensure customer satisfaction.

• Facilitated business requirements meetings for Short and Long Term Disability product development to implement with the existing claim system and a new administrative system. Collaboration with internal and external business partners to develop process and training documents for effective communication on manual and system changes. • Extensive planning and execution of User Acceptance Testing for the Group Protection Finance department related to the New York/New Jersey Statutory and Paid Family Leave products. With few guidelines on current production processes, the deadlines for testing were met to ensure timely implementation. This effort was of highly complex nature due to various subject matter experts and systems involved, including the Corporate Finance area. Post-implementation, provided continued guidance on Finance testing as production support issues were addressed.• Performed business analyst roles in various projects and production support tickets, to include a new broker bonus database, updates to the Form 5500 Schedule A reporting process and tax reporting on disability products. Also included exposure to Salesforce.com for production support.

Operational support for the Long Term Care product, collaborating with multiple home office departments and TPA, Univita. Provides analysis and resolution on manual processes and system issues impacting various business areas related to sales, policy issue and maintenance, and reporting.