Jennifer Rafferty

• Collaborate with cross-functional teams to enhance project workflows and optimize resource allocation.
• Assist in developing strategic initiatives that improved operational efficiency and streamline processes through automation.
• Facilitate meetings to gather insights from stakeholders, fostering collaboration and aligning objectives.
• Conduct research on industry best practices to inform process improvements and drive innovation.
• Streamline operational efficiency by identifying areas for improvement and proposing actionable solutions to flow through automation.
• Consistently maintain strong relationships with clients, ensuring clear communication and timely updates on project progress.

• Work as intake for new client requests, including the following phases to generate accurate Scope Document; Discovery, Solution Definition, Development, Testing, UAT, Production, and Hypercare.
• Streamlined processes through automation by defining BPM workflow behavior through transactional mapping, design layout, and rule validation.
• Follow project through testing, managing the FTEV process, creating operational reporting, and ensuring accuracy to identify any gaps in overall client experience.
• Facilitated knowledge sharing among team members by organizing workshops, presentations, and training sessions on relevant topics.

Licensing & Commissions SME

• Provide escalation management and prompt assistance to escalated requests via phone and email.
• Conduct extensive research to resolve escalations involving agent licensing, appointment, and commission accounting issues.
• Developed and utilized training materials for new and existing employees, ensuring comprehensive onboarding and knowledge transfer.
• Operated in a hybrid environment managing workflow queues for multiple clients while providing individualized phone support for a high volume incoming call center.
• Key high volume of wire transfers and commission adjustments, including high dollar requests.

Licensing & Commissions SME

• Inbound / Outbound Call Center support
• Agent application and data entry / workflow processing
• Escalation Management
• Payment Processing / Accounting analysis
• Improvements to processing and documentation
• Training new and existing employees