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Authored business requirements (use cases) for new call center front end system displaying customer data, create transactional work flows, follow up reminders, management reporting. Work with it developers, business managers QA and UAT testers from start through completion including overseeing end to end testing, training, implementation and post-implementation.
Supported complex IVR self service system for multiple clients (customer caller identification, authentication, financial transaction processing). Added new clients and functionality.
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