Kristie Wilks

• Created, categorized, and routed 50–80 ServiceNow incidents and service requests per week using proper assignment groups, priority rules, and SLA criteria.

• Monitored ServiceNow queues and validated status transitions, consistently maintaining 97–99% SLA compliance while managing high-volume enterprise incidents and service requests.

• Ensured ticket data integrity through enforcement of required fields, accurate categorization, and adherence to documentation standards.

• Provided timely troubleshooting and technical resolution for hardware, software, and application issues, improving end-user satisfaction and operational efficiency.

• Analyzed and processed 300–500 driver and vehicle claims records per month, maintaining 99%+ data accuracy throughout the full lifecycle.

• Tracked and managed asset lifecycle data for hundreds of vehicles monthly, ensuring full compliance with state licensing, insurance, and regulatory requirements.

• Acted as primary liaison between field teams, claims adjusters, and internal departments, resolving operational questions and coordinating support for 25–45 daily inquiries.

• Evaluated logistics and claims processing workflows; identified bottlenecks and recommended automation improvements that reduced average turnaround time by 20–30%.

• Maintained detailed documentation and audit-ready records, supporting successful internal and external compliance reviews with zero major findings.