• Spearheaded the implementation of process enhancements designed to streamline chargebackprocedures. These improvements led to a notable 47% reduction in dispute resolution times,effectively optimizing efficiency and enabling faster issue resolution.• Actively collaborated with cross-functional IT teams to identify and address discrepancies in billingand expenses, leading to substantial cost savings and the optimization of IT budgets, with anemphasis on strategic allocation of resources.

● Developed and maintained help desk processes, workflows, and knowledge base, resulting in a 91% improvement in ticket resolution time and customer satisfaction.● Resolved escalated technical issues, demonstrating expertise in diagnosing and troubleshooting complex problems, and providing hands-on support to end-users when necessary.● Led a cross-functional team in streamlining IT processes and workflows, resulting in a 31% increase in operational efficiency and a 50% reduction in system downtime.