Jalisha Booker-Knight
Erie,PA
Summary
Highly skilled Solution Analyst with extensive experience in implementing and optimizing technological solutions to drive business growth and enhance operational efficiency. Known for a strong analytical mindset and exceptional problem-solving abilities. Proficient in requirements analysis, system design, and implementation, with a proven track record of delivering high-quality solutions on time. Dedicated to exceeding client expectations through collaboration and industry best practices.
Overview
9
9
years of professional experience
Work History
Solutions Analyst
PointClickCare
06.2023 - Current
- Customer support focused on demonstrating empathy to clients experiencing difficulties configuring, administering, or using application.
- Comprehend processes and patient care supported by cloud-based software in long-term care facilities.
- Examine logs, perform research, and replicate issues to facilitate resolution of simple to moderately complex technical challenges.
- Enhance customer satisfaction, quality, and resolution through cross-functional collaboration within team.
- Enhance knowledge base with new or updated information and efficiently utilize search functions
- Surpass key performance indicators and adhere to service delivery guidelines.
- Document problems meticulously through phone, email, chat, and help desk ticketing system.
Retirement Specialist
Discover Financial Services
06.2022 - 06.2023
- Manage incoming calls and execute outbound calling initiatives.
- Reviewed federally regulated IRA sheets to ensure compliance with regulations. Initiated fund transfers, rollovers, and account closures while processing customer requests. Audited accounts to identify discrepancies and maintain accuracy. Accessed up to 5 systems simultaneously to enhance operational efficiency. Adhered to service level agreements while maintaining daily performance metrics.
- Resolved widespread website and accessibility issues through systematic troubleshooting. Executed daily data entry and document processing tasks efficiently. Conducted thorough troubleshooting to address various website issues effectively. Performed routine data entry and processed documentation consistently.
Insurance Specialist
Highmark Health
09.2018 - 05.2022
- Reviewed claims adjustments and insurance policies to verify coverage for specialized procedures. Gathered data and analyzed reports and statistics to identify trends. Investigated complaints and resolved provider billing issues while reviewing specifications.
- Evaluated eligibility rules, exercising judgment in adapting existing standards for specific circumstances and emergency situations.
- Coordinate specialized procedures and surgeries while evaluating all necessary requirements and preparation with patients to ensure successful outcomes utilizing Epic system.
IT Support Specialist
Amazon
03.2017 - 09.2018
- Integrate enterprise solutions across diverse platforms and SAAS systems (Cisco, AWS, Microsoft, Adobe, etc)
- Utilized multiple ticketing systems to troubleshoot and close out inquiries per SLA.
- Achieved an average of 99% metric goal each quarter for the department and maintained a 97% client satisfaction survey rating.
Education
Global Knowledge
07-2025
Foundations of Cybersecurity -
Google Coursera
01.2024
Foundations of Project Management - undefined
Google Coursera
01.2024
Communications -
Colorado State University-Global Campus
01.2017
Skills
- Experience with Epic Systems
- SAS programming
- Workday system expertise
- Implementation of system solutions
- Workflow enhancement
- Salesforce platform expertise
Timeline
Solutions Analyst
PointClickCare
06.2023 - Current
Retirement Specialist
Discover Financial Services
06.2022 - 06.2023
Insurance Specialist
Highmark Health
09.2018 - 05.2022
IT Support Specialist
Amazon
03.2017 - 09.2018
Foundations of Project Management - undefined
Google Coursera
Global Knowledge
Foundations of Cybersecurity -
Google Coursera
Communications -
Colorado State University-Global Campus