S. Nichole Lee

· Meet with stakeholders to discuss which LMS software implementations and solutions can be aligned with business needs.

· Authors user story acceptance criteria to achieve buy-in from stakeholders

· Collaborates with the product owner to arrange product backlog in Jira.

· Adept at building workflows, BPMNs, and creating user stories to be tracked within Jira or Azure Devops.

· Creates, reviews, and approves BRD. (Business Requirement Document)

· Documented business architecture requirements, scope, processes, alternatives, and risk complex projects

· engagement, better allocating resources, enhancing assessment practices, and promoting opportunities.

· Responsible for setting up team meetings that included the development team.

· Assisted the senior business analyst in planning, designing, testing, and implementing client projects.

· Responsible for setting up team meetings that included the development team.

· Assisted the senior business analyst in planning, designing, testing, and implementing client programs designed to meet the social, emotional, physical, and personal needs of the individuals.

· Created Implementation project using ServiceNow

• Onboard and train new customers through claims process to retain customer retention and satisfaction
• Discover customers’ pain points, collect feedback, and advocate for process changes, as the voice of the customer
• Track and manage competing deadlines to ensure claims are processed on time
• Train existing clients, answer clients’ inquiries, resolve escalations, and troubleshoot user errors
• Improve customer engagement by researching and collaborating with team to ensure client requests are resolved= meeting compliance standards, SLA timelines, and maintain customer health
• Educate new employees: teach key account functions and develop technical training documentation

• Assisted various departments with change by communicating new improvement plans and expectations.
• Tracked and analyzed reports to determine needed improvements.
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
• Monitored supply chain and managed logistics functions for company.
• Vendor relationship manager: establishing strategic partnerships to improve supply chain process
• Project and office manager: leading daily operational functions and prioritizing processes
  
  
  

• Developed and actualized customer service initiatives to decrease wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Boosted sales revenue by skillfully promoting diverse service options.
• Identify opportunities to train clients about products and claim processes
• Customer Advocate: encouraging member adaptation of benefits and membership services

• Researched and resolved account and service problems with friendly, knowledgeable support.
• Documented customer concerns and inquiry resolutions in internal computer system.
• Listened to customers in actively to assess issues and provide accurate information.
• Customer Onboarder: registering new users, setting up new accounts, and modem/filter setup
• Performed advance troubleshooting to resolve customers’ outages and DSL line signal test
• Collaborated with other departments to resolve customer escalations and offer upselling
• Operated multiple database systems, and performed Winsock and TCP/IP troubleshooting