Automation

Created a Proof of Concept (PoC) tool to demonstrate business requirements to the IT department. The prototype, built with SQL and VBA, served as a functional specification to guide the development to production system.

Collaborating with IT to implement a closed-loop email tracking system. Defined business logic with Process Mapping and Scope Definition for automated follow-ups (reminders) based on non-response and intelligent routing to notify case owners upon client feedback. 

Centralized task assignment, allowing efficient creation of tickets for Customer Service agents to handle outbound client calls.