CMS Transportation - Program Analyst

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•    Ensure customer issues are dealt in an efficient manner and comply with Service Level Agreements (SLAs)
•    Ensure all processes and procedures are completed and quality standards are met
•    Demonstrate consistently sound judgment and creative thinking
•    As directed, conduct reviews on accounts on regular basis to evaluate customers’ demands and usage of account
•    Receive and answer concerns from customers or users in relation to the customer questions
•    Represent knowledgeable, efficient, and professional image to customers, vendors, leadership and handle business in a respectful and professional demeanor
•    Develop and maintain a deep understanding of all systems, policies and processes associated with customer business
•    Investigate, track and resolve customer concerns; identify trends and recommend solutions
•    Support the overall customer satisfaction of customer accounts.