• Wrote new training documentation and adjusted training schedule to address gaps in new hire onboarding • Acted as liaison and subject matter expert between Accounting and Engineering team on internal product launch, ensuring Accounting team requirements were understood and met • Coached and mentored team of six direct reports, developing their ability to act independently and cutting time from hire to productivity from six weeks to four weeks • Provided oversight on key projects, ensuring the correct resources were assigned and reviewing performance to ensure quality• Implemented ticket queue to track items needing future follow up, ensuring key tasks are completed to keep automated entries running correctly • Wrote automation logic for transactions in accounting system, reducing manual workload on accounting teams • Mentored new hire and fellow team members on various processes and systems • Refreshed existing process documents and created new process documents for consumption by new and existing employees across all organization levels • Validated data integrations with accounting system to ensure imported information was correct • Performed monthly and ad-hoc reconciliations for various calculations and agreements

• Created new centralized intake portal for submission of project and services requests, streamlining project management lifecycle and cutting average project lead time by two weeks• Deployed project and portfolio management solution, delivering visibility to executive stakeholders and enabling them to make informed decisions and communicate the value of their teams to the business• Built trust in new tools and processes with teams by demonstrating where duplication of effort existed in their old systems and processes• Utilized internal resources to deploy automation/scripting in lieu of purchasing tools, saving 90+ hours of work and completing large data migration two weeks ahead of schedule• Performed cross-team process reviews to identify root causes of issues, providing actionable project initiatives, improving inter-team relations, and avoiding redundant or incompatible project • Implemented feature request backlog for project and portfolio management solution, capturing 90% of inbound requests and completing feature implementations with a typical turnaround time of 24-48 hours• Owned internal team processes and maintained roadmap for future improvements• Established cross-team relationships with HR, Sales, IT, Customer Success, Finance, Legal, Information Security, Engineering, and Procurement teams, gaining understanding to better advocate for their needs related to process, tools, and projects specific to their department

• Established communication channels across teams to improve cross-functional understanding, reducing time to resolve outages from weeks to days • Maintained collections team metrics and monitored trends in customer payment declines, informing decisions in practices and policy to increase successful collections rate• During company acquisition by two other organizations, maintained three simultaneous databases and sets of financial reports, and advised acquiring organizations on building processes to maintain business continuity• Trained incoming staff and management on department processes, providing feedback and targeted training to improve understanding and ensure success• Interviewed potential candidates for the accounting team, ensuring they had the right skills for the applicable position and that they would be a good fit for the team• Maintained monthly revenue churn reports to provide insight into customer and revenue turnover

• Developed and maintained monthly budget projections reports for Commissioner’s Office review via Excel• Developed future budget projection data based on analysis of prior year financial activity, enabling accurate budget reporting to secure department funding and ensuring department accountability• Mediator/liaison between conflict-driven teams and departments• Developed, maintained, and administered policies and procedures regarding lease contracts and software, keeping documentation up to date and training both new and existing staff on section procedures• Design and development of new, and modification to existing reports to meet division needs• Acted as stakeholder for new database system (Yardi Voyager); performing testing and providing feedback to to ensure business needs were met• Led data integrity of lease projection database by running regular reports to identify and correct errors• Oversaw and participated in annual project to encumber lease funds and establish scheduled payments for over 200 leases, minimizing future workload• Research and fulfilled various management business intelligence requests• Processed monthly check runs for over 200 leases, based on invoices (lease contracts), reviewing for accuracy before approving payment• Processed billing and collections for lease payments paid centrally by the leasing division and administrative costs related to managing lease portfolio• Ran monthly and annual reports to reconcile accounts, identifying errors and processing journal entries as needed for adjustments and corrections• Assisted in month-end closing procedures by preparing comprehensive reports detailing budget information, analyzing data for potential discrepancies or errors• Trained and oversaw team members to ensure work quality and consistency, acting as lead over two employees while working remotely

• Identified emerging trends in customer issues and responded accordingly to minimize escalations• Reported on metrics data within the team to provide management with an accurate picture of performance and volume of escalations• Communicated with both domestic and international partners regularly via email and phone calls/conferences to review and improve processes• Developed and documented policy and procedures for resolving escalations• Trained new team members to perform a variety of job tasks

• Contributed to projects vital to improving consumer experience, and reducing department operating costs• Uncovered and investigated instances of fraud, preventing future monetary losses• Utilized problem solving skills to assist consumers with a variety of products• Handled 80+ consumer technical support calls/emails on a daily basis• Communicated via email and phone with other departments and companies to achieve issue resolution• Maintained a high level of consumer satisfaction while meeting the needs of the company