Lazerus

• Customer Support & Case Handling – Managed ~10 inbound calls daily and delivered timely assistance via phone, email, and live chat while maintaining high quality standards.
• Problem-Solving & Troubleshooting – Analyzed complex issues, identified root causes, and collaborated with engineering/product teams to resolve bugs and improve product stability.
• Tool Configuration & Adoption – Configured and customized tools to meet diverse client requirements, ensuring smooth product onboarding and usage.
• Training & Mentorship – Worked with CSMs to train customers on product functionalities and mentored junior team members to foster skill growth.
• Process Optimization & Collaboration – Streamlined support workflows for faster response times and partnered with cross-functional teams to ensure seamless customer experience.
• CRM & Documentation – Used CRM systems to track interactions, maintain detailed case notes, and access account information efficiently.

• Client Support & Case Management – Delivered timely resolutions for technical cases via Salesforce, Outlook, Talkdesk, and maintained consistent CSAT while meeting KPIs.
• Technical Troubleshooting – Handled API integration issues (Imports/Exports, HL7), analyzed XML logs, and executed SQL (SPROC) to resolve client permission problems.
• Process & Knowledge Management – Documented and escalated issues, maintained Confluence/Knowledge Articles, and recommended process improvements to enhance client experience.
• Cross-Functional Collaboration – Coordinated with development, engineering, and enterprise teams using JIRA for change management and product feedback cases.
• Incident & Stakeholder Management – Managed communications during application downtime, identified root causes, and ensured smooth resolution of case milestones.

Chubb Holdings: Jan 2020 – Dec 2023

• Insurance Application Support – Collaborated with the Application Manager to ensure SLAs were met, engaged with customers to resolve application issues, and coordinated with cross-functional teams for timely resolutions.
• Data & Reporting – Extracted insurance policies using SQL, reconciled amounts, and delivered daily/monthly reports to business stakeholders.
• Change & Release Management – Managed change requests via ServiceNow (SNOW) for weekly data implementations, patching, and minor bug fixes in solution applications.
• Apollo System Support – Performed server health checks, monitored and ran batch jobs, provided Level 2 support via UNIX commands, and ensured secure email repository operations.
• System Administration & Maintenance – Handled software installations, executed backup/export activities for large files, and provided remote troubleshooting for client systems.

Anthem Healthcare: Jan 2018– Jan 2020

• Application & Environment Support – Maintained web-based applications, daily batch cycles, and infrastructure across Testing, DEV, UAT, and PROD environments for insurance policy data.
• Incident & Change Management – Managed incidents via ServiceNow, ensuring SLA compliance, and used JIRA for weekly data implementations.
• Client & Onsite Coordination – Collaborated with clients and onsite teams to implement targeted changes, resolve performance issues, and handle escalations effectively.
• Batch Processing & Troubleshooting – Executed and monitored critical batch jobs (e.g., payment/check runs) using Redwood and Control-M, ensuring timely completion and issue resolution.
• System Monitoring – Conducted regular application health checks to ensure stability and smooth operations.