• Managed a staff of nineteen associates (ten issue handlers and nine issue processors)• Lead, manage, and develop the Consolidation team to deliver key results and meet KPI’s, ensuring that all deadlines for shipments and targets are met.• Develop the team to ensure that morale remains high and that staff maximizes their potential.• Actively support, develop, promote and encourage team working.• Monitor staff performance and providing additional training.• Liaise with other Swets Information Services departments to ensure the Consolidation service reaches its full potential globally.• Ensure issues are processed on time, accurately and according to customer requirements and KPI’s.• Close, effective cooperation with the Commercial and Client services teams is established and maintained.• Give tours to visiting Publishers and Customers.• Shipping and Receiving duties to include:o Direct contact with Freight Forwarders.o Create Shipping Invoices, SLIs, BOLs, and other documents as required.o Research shipping discrepancies with USPS, Parcel Delivery Services, and Freight Forwarders for Domestic and International shipments.

• Managed customer/publisher requests for ordering, cancelling and payment information.• Coordinates with other departments and works with all levels of management. • Point of contact for a staff of eleven to handle the following:Updated and maintained catalog yearly which included 80,000 publishers and 200,000 title prices Process 500,000 invoice payments per yearPost all refunds, returned checks, and credits in the system• Meets all metrics related to customer/publisher satisfaction, SLAs, KPI, commission retention and completion of all deadlines.