Judith Smith

Coordinated communication and project updates between the Verizon team and clients, resulting in a 10% improvement in service delivery efficiency. Developed a new workflow system for critical client issues, streamlining service delivery processes.

Coordinated the onboarding of 150 Profit Center Managers onto the company's Customer Portal, achieving a 50% increase in active users within the first month. Developed customized assistance plans to support individual needs in adopting new technologies and implemented a new SLA Criteria to reduce response times by 40%.

Collaborated with development teams to translate business requirements into functional specifications using Agile methodologies, enhancing project efficiency. Implemented a streamlined process for documenting user stories in Azure DevOps, reducing project timeline delays by 15%. Analyzed market trends to identify gaps in product features, leading to a 15% increase in user engagement.

Managed high volumes of customer inquiries, resolving complex issues and achieving a 90% first-call resolution rate. Utilized CRM systems to track interactions, improving response times by 20% and decreasing escalations to management by 10%.

Provided technical assistance to over 300 end users, improving resolution rates for Treasury Web Application issues. Utilized the Remedy ticketing system for incident documentation, reducing backlog by 30%. Monitored system alerts and coordinated crisis calls to ensure stakeholder communication.

Engaged in a Business Analyst role focusing on Agile methodologies and customer implementation, resulting in increased project efficiency and user engagement.

Studied Computer Information Systems, collaborating with development teams to translate business requirements into functional specifications using Agile methodologies.