Lippi Souza

• Work with external vendors, system owners, community partners, contractors, and Health Science Campus leadership to design, develop, implement, and make operational information systems.

• Identify and document information technology design specifications based on analysis/assessment of user needs, and generate need-gap analyses.

• Use sound knowledge to generate and develop system scope and objectives, analyze and evaluate existing or proposed systems, and devise or modify procedures to solve problems using data processing.

• Oversaw various configuration projects for external client project implementations from conceptualization to completion.

• Coordinated with the internal project team to bidirectionally share configuration status, project timelines, and project updates, and verify configuration requests.

• Escalated, tracked, and troubleshot reported configuration issues for resolution.

• Balanced configuration ownership responsibilities across multiple external clients.

• Coordinated system installations, testing, and corrections to produce high-quality final products.

• Worked with the engineering team to assess and optimize the software interface.

• Diagnose technical issues with web hosting clients via call, chat, and email in Portuguese, Spanish, and English for American and Latin American partners.

• Manage the company's reply to escalations when customers are unhappy with the service rendered.

• Closing agent in charge of reporting results and metrics for the day.

• Report on staffing, software, and third-party trends.

• Oversee 15+ agents and schedule shifts according to daily reports. • Top tech agent in sales for the second, third, and fourth quarters of 2016.

• Top agent in all categories in quality assurance for the third and fourth quarters of 2016.

• Finished 2016 with a quality assurance rating in the highest quartile, 90% and higher.

• Responsible for coaching new hires and core team members on new software, product launches, new metrics, overall efficiency, and strategy modifications to further enhance the customer experience.