Provided personalized interactions through inbound and outbound calls to foster client-customer relationships and long-term loyalty. Listened attentively and captured comprehensive notes on customers' unique circumstances. Negotiated flexible and budget-friendly payment arrangements for clients. Ensured accurate and up-to-date contact information by updating details within the system.

Provided functional requirement documents for multi-featured systems for new system or system enhancement. Designed and implemented streamlined procedures for customer service delivery while ensuring privacy regulations compliance. Identified problems and opportunities for change, developed a business case for Management approval to implement the change. Analyzed and gathered users' requirements. Worked with SMEs, product owners and senior management to understand and communicate the product vision. Created and maintained business requirement specification document. Nurtured team members' professional growth and enhanced their skill sets.