Led a new team responsible for managing the customer credit life cycle for the Global Operations organization. Designed and developed credit process enhancements, radically reducing the credit request life cycle from 2+ months to 2-3 weeks. Partnered with internal stakeholders in restructuring various credit data repositories into one location to improve credit tracking and reporting. Drove efforts in reducing credit payouts issued to customers by 50% between the first half of 2016 and the first half of 2017 by participating in root cause analysis sessions. Responsible for the receipt and review of credit requests, investigating validity, and identifying inconsistencies and logic gaps to be documented for presentation to the leadership team. Processed credits, from start to closure, after approval. Acted as team liaison for credits from the Sales organization by tracking and processing credits on their behalf to prevent the need for additional staff.

Rendered full supervision and coordination of activities between the Service Delivery organization and the business operations for Managed Services line of business. Established process documentation, enabling the transition of various business functions to a newly developed Technical Support Team located outside the United States. Solely directed and provided guidance on the credit request process, thus transforming to a controllable procedure. Managed the monitoring and processing of all required documentation, contract, and accounting reports to appropriate stakeholders in all related project communications. Served as point of contact for all Managed Services for credit and account assignment requests. Administered purchase requests issuance to third-party vendors for particular product offerings. Efficiently handled training on transition project closure process, Managed Services Center customer projects, and procurement functions for the Technical Support Team. Led Email Availability Service product offering as the corporate contract administrator.

Maintained direct communication between business software systems clients and IT technical support. Oversaw the delivery of all subscriber Managed Services contract deliverables, which entailed developing implementation plans, assigning team tasks, managing projects, and attending to all service execution issues. Led the transition process for over 740 projects to the Customer Care Team. Expertly administered development and schedule of more than 700 projects to be instigated by the service center managers. Ensured accurate client information database through proper compilation of client files including implementation checklists, contracts, meeting minutes, and hardware/software inventories. Collaborated with teams in representing company technical and client support teams. Conveyed status to all stakeholders within the project team and management. Efficiently carried out review of all projects transitioned from project management to customer care team, verifying that tasks were properly executed and documentation was uploaded to customer’s central portal. Coordinated with the Sales Team to guarantee timely delivery of all contracted services.

Managed requests for business systems support, coordinating maintenance of pricing module and statement-of-work library. Orchestrated all sales support activities, ensuring the immediate distribution of contracts in a time-sensitive environment. Analyzed technical and operational feasibility of sales support requests and priced customized systems recovery solutions. Developed service-related policies and procedures. Management recognition for successfully reviving Sales Support Coordinator position and rescued declining support processes. Developed procedures to consistently exceed 24-hour turnaround targets on all support requests and reduced contract distribution turnaround time from one week to one business day. Gathered and maintained all client information in single Master Profile database. Served as liaison to Corporate Contract Administration department and as key contact for sales administrative team. Achieved promotion to Implementation Project Manager.

Oversaw prompt delivery of all services provided within Technical Services subscriber contracts, providing cross-functional coordination of technical and planning solutions teams. Administered client test exercises and compiled detailed services status and analysis reports. Achieved promotion to Sales Support Coordinator.

Served as IT System Administrator for financial database subsystems. Provided technical support, performed mainframe and vendor software upgrades, maintained recovery procedure run books, monitored subsystems activity, and facilitated data transfers. As systems programmer, communicated with all online users to schedule downtime for upgrades and maintenance windows. Provided transition leadership in three financial Service Center consolidations, directing team in establishment of new environments. Rewrote three Disaster Recovery plans into a single high-functioning program, achieving a fifty percent reduction in overall recovery time and enabling recovery of more subsystems per exercise to expedite Business Unit needs. Successfully supervised team through four major upgrades, developing upgrade procedures for all team members, monitoring the timely performance of prerequisites, and negotiating and finalizing upgrade schedule.