Designed an agile business transformation program to redefine the operational processes and re-platform the Workers Compensation line of business to Salesforce
- Created end-to-end service automation using Service Cloud with maximum use of OOTB features
- Multi-channel integration, shift of audit processes to upfront validations to minimize errors.
- Stakeholder management for Adjusters and Providers using Salesforce Communities
- Efficient and scalable data model design reducing data redundancy and errors
- Real-time metrics and SLA tracking using entitlements/milestones and configurable reports/dashboards
- Developed Online product catalog, Pricing and BPM automation using Salesforce platform