Manage auto insurance claims by assisting clients with claim initiation, gathering and verifying documentation, liaising with insurers and third parties, troubleshooting delays, maintaining records, and improving claims processes while delivering customer-focused support.

Lead end-to-end payment product experiences, partnering with engineering and stakeholders to design, prototype, and deliver payment features and integrations. Define payment KPIs, analyze quantitative and qualitative data to inform roadmaps, manage integrations with processors/gateways/banks, and optimize reconciliation, dispute management, and transaction monitoring across borrower, dealer, underwriting, and customer service workflows.

Administer and optimize Genesys Cloud CX and WFM/dialer systems for a high-volume blended contact center. Manage campaigns, forecasting, scheduling, real-time adherence, compliance, UAT, data imports, and cross-team improvements to drive KPI performance and regulatory compliance.