Set up systems and software during client onboarding or technology upgrades. Managed client solutions end-to-end within defined timeframes. Contributed to development of new software tailored to client needs. Verified implementation effectiveness and wrote technical/educational documentation. Built and maintained automation test suites using Katalon (Groovy/Java). Provided consultation, training, and support to teams and clients on tools and processes. Audited compliance with procedures, project requirements, and SLAs.

Supported and operated platforms for corporate clients under SLA guidelines (Zendesk). Tracked and managed tickets and incidents using Atlassian Jira with quality methodologies. Analyzed and documented production incidents, escalating to dev teams as needed. Conducted UAT testing and front-end bug reporting via Atlassian Jira. Created functional documentation (usability, updates) using Confluence and Google Docs. Delivered weekly and monthly status reports tailored to client and company needs.

Provided billing services for University of Utah hospitals and clinics. Managed patient account financing and resolved insurance payment denials. Tracked and resolved administrative billing issues on behalf of patients.

Evaluated performance of two 20-agent teams across chat and phone contacts. Ensured compliance with quality, SLA, and service standards; provided feedback to management. Ran coaching sessions, workshops, and huddles to improve KPIs and agent performance.

Created and maintained product articles in Salesforce knowledge base. Collaborated with manufacturers' technical teams to keep documentation current. Translated articles from English to Spanish; partnered with operations and training teams.

Provided technical support on TVs, audio, tablets, smartphones, and wearables. Diagnosed defects, processed warranties, and managed returns and replacements.

Delivered retail support including pre/post-order guidance, claims, and payment resolution.