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Manage a customer experience team to meet SLAs, coach and develop staff, oversee hiring and performance reviews, optimize revenue and reduce penalties, deliver KPI and compliance reports, identify process improvements, and manage delivery strategies.

Supervise daily activities of business, technical support, and production teams; manage hiring, performance reviews, coaching, training, and KPI reporting; ensure quality, productivity, compliance, and process improvements to enhance end-user experiences.

Provides entry-level customer support through routine call center activities, assessing inquiries, identifying customer needs, explaining policies, updating databases, meeting service-level agreements, and escalating complaints or complex issues. Uses established scripts and procedures while communicating warmly and empathetically under close supervision.

Develop and support primarily web-based applications using C# and ASP.NET, with some Windows application work. Design application frameworks, work with AngularJS, WCF, Web API, web services, and SQL Server, and use Azure DevOps and AI tools throughout the software development lifecycle. Troubleshoot issues, solve complex problems, and manage multiple tasks efficiently.

Supports profitable revenue growth in the Tolling business by developing and maintaining pricing models, proposals, business cases, revenue projections, and financial scenarios. The role gathers and validates operational and financial data, evaluates cost drivers and profitability, performs sensitivity analyses, identifies risks, and provides recommendations. It collaborates with Operations, Finance, Sales, and pursuit teams while improving pricing processes, tools, templates, and data quality.

Processes and classifies electronic and paper documents, captures and verifies data, organizes files, and transmits completed information to clients or internal teams. Uses established procedures and automated extraction tools while ensuring document accuracy, compliance with client requirements, and adherence to company policies. Works under close supervision with no supervisory responsibilities.

Processes, classifies, verifies, and archives electronic and hard-copy documents. Captures information according to client requirements, validates automated data extraction, creates database records, and transmits completed data to appropriate teams while following established procedures and policies.

Processes electronic and hard-copy documents by sorting, imaging, classifying, filing, archiving, and capturing required information. Verifies automated data extraction results, creates database records, ensures processed data is transmitted appropriately, handles client correspondence, and follows established procedures, policies, and quality standards under close supervision.

Processes electronic and hard-copy documents, classifies and organizes files, captures and verifies data, creates database records, and transmits completed information to clients or the appropriate processing team. Follows established procedures, contract requirements, company policies, and quality standards while working under close supervision. No supervisory responsibilities are required.

Processes electronic and hard-copy documents by sorting, imaging, classifying, indexing, archiving, and capturing required information. Verifies automated data extraction results, creates database records, processes client correspondence, and transmits completed data to the appropriate destination. Follows established procedures, contract requirements, policies, and quality standards while working under close supervision. The role has no supervisory responsibilities and requires basic operational, organizational, communication, and problem-solving skills.