Tyler Ward
New London,WI
Summary
Accomplished Implementation Lead at Guardian Life Insurance Company, adept in teamwork and collaboration, with a proven track record of exceeding department goals through innovative problem-solving and organizational skills.
Overview
8
8
years of professional experience
Work History
Implementation Lead
Guardian Life Insurance Company
08.2021 - Current
- I've successfully led many implementations that met client expectations for quality and timeliness consistently over specified time periods
- Analyzed my own performance metrics to identify areas for improvement, implementing adjustments and monitoring progress for continued success, resulting in consistently exceeding our department goals and performing above our team average.
- Assisted in the development of standardized processes and templates for our EDI/API integrations, leading to increased efficiency across our implementation team..
- Cultivated strong relationships with clients and brokers to ensure project alignment and seamless execution across all entities involved in the implementation process.
- Demonstrated adaptability in working with more complex plans with tight deadlines, shifting priorities, or unexpected challenges while still achieving desired outcomes.
Senior Product Support Specialist
JJ Keller & Associates
06.2019 - 08.2021
- Managed escalated cases and consistently earned high praise from clients for exceptional communication skills, technical expertise, and unwavering commitment to resolving issues in a timely manner.
- Collaborated with cross-functional teams to identify areas for product improvement, leading to increased usability.
- Mentored junior team members, fostering professional growth and improving overall team efficiency.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Assisted with creating troubleshooting documentation and product usage guides to improve efficiency for our junior team members and minimize tickets that required escalation to our senior team.
Product Support Specialist
JJ Keller & Associates
01.2017 - 06.2019
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
Education
Diploma -
New London High School
New London, WISkills
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Multitasking
- Organizational Skills
- Relationship Building
- Coaching and Mentoring
- MS Office
- Written Communication
Timeline
Implementation Lead
Guardian Life Insurance Company
08.2021 - Current
Senior Product Support Specialist
JJ Keller & Associates
06.2019 - 08.2021
Product Support Specialist
JJ Keller & Associates
01.2017 - 06.2019
Diploma -
New London High School
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