Product Subject Matter Expert

JAYEL BAKER

**********@*****.*** 813-***-****

**** * ****** ******, ***** Tampa, FL

PROFESSIONAL SUMMARY

Ability to proactively identify and resolve complex data integrity issues, highly analytical with the ability to understand granular data within various contexts and comprehension of the “big picture”. Analytical with the ability to complete assigned tasks independently and within set deadlines. Excellent organizational and communication skills, able to collaborate effectively. Extremely motivated, looking for a career to unload all my drive into, hungry and confident I will be a great asset to the team.

EDUCATION

UNIVERSITY OF SOUTH FLORIDA

Bachelor’s degree in Bio-medical. (Fall 2019 Graduate)

JEFFERSON HIGH SCHOOL

High School Diploma 2014

Bi-lingual (Spanish) fluently read write and Speak.

EXPERIENCE

MHK (Medical House of Knowledge) Product Subject Matter Expert

(April 2018 - May 2019)

-Work with MHK new and existing customers as the operations interface for Pharmacy, MTM, and Opioid Overutilization Monitoring System (O-OMS) software solutions for customer environments.

-Maintain and update MTM and O-OMS Product training materials before and after each release

-Support client implementation of Pharmacy, MTM and OMS software solutions as the SME.

-Proactively elicit customer's detailed functional and system requirements and manage the implementation of those requirements throughout the course of the project.

-Participate in customer meetings, understanding detailed customer requirements and working to establish and meet customer expectations

-Perform configuration requirements within the customer's software implementation and internal MHK departments in fulfilling these requirements.

-Troubleshoot application issues in MHK and client environments using knowledge of MHK applications and Pharmacy, MTM, and O-OMS business processes and regulations.

-Maintain accurate module configuration workbooks for out of box product and client solutions.

-Perform User Acceptance Testing for configuration and product functionality to ensure accuracy with specifications and product specifications with each release.

-Collaborate with the product team, customers, and other IT technical/development teams to provide for new and installed systems and to resolve issues.

-Work independently and as part of a team to plan, manage, and accomplish multiple tasks and assignments to meet required deadlines

Cognizant technologies Data analyst Tampa FL

(January 2017 - March 2018)

-knowledgeable about Leading social media products and community standards

-Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users

-Respond to user inquiries with high quality, speed, empathy, and accuracy

-Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

-The ability of reason and analytical skills in diverse situations

-Establishing team goals and work with direct reports on strategies for executing, measuring progress and sharing results

-Identify root cause of systemic issues

-Delivering projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to tackle analytical approaches and develop solutions.

-Identifying actionable insights, suggest recommendations, and influence team strategy through effective communication

-Enforce social media terms of use by carefully monitoring reports of abuse on the site

-Report back with monthly trends.

GTE Financial Credit Union Senior Credit Risk Analyst Tampa, FL

(November 2015-December 2016)

-Oversee the creation of financial models for use in monitoring the credit, market, and liquidity risks.

-Determines and perform credit risk and economic capital modeling including default analysis, statistical modeling, risk aggregation and correlation. Includes back testing and calibration of all models and other modeling responsibilities as needed.

-Key contact with ALM vendor to assist with and maintain ALM modeling and any other models related to the process. Prepares and compiles reporting for ALM committee review.

-Assist the Treasury Vice President with administering the annual budget process.

-Assist the Treasury Vice President with balance sheet management functions to include the purchase and sale of credit union assets.

-Ad hoc risk reporting and recurring reporting on the organizations loan portfolio for decision making purposes.

T-Mobile Gen-care supervisor OneTouch Direct Tampa, FL

( Feb 2015-october 2015)

-Customer service representative providing excellent and world class service to team members while utilizing emotional intelligence.

-Assist team members with customer issues and come to a resolution. Explain policy statements and charges and make adjustments where necessary to improve the team member.

-Gather a better understanding of team member’s weaknesses and their needs by building rapport. By doing so we create a long-lasting business relationship with the team member.

-Apply the skills and experience needed to communicate effectively and efficiently with the team members. Adhere to the policy and procedures of the company and handle team member escalations

-Proficient in T-Mobile systems, such as but not limited to Quick view, Samson, and C2 in my daily workflow.

- Be able to perform in a call center environment where we adhere to metrics, schedule adherence and call handle time.

-Upsell products and services to our members according to their needs and availability

Contact this candidate