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Led a team of 18 Customer Care Specialists in support of all tronc Business Units and integrate new business into the shared services model- Responsible for all front-end service related to adjustments, customer satisfaction, order entry and digital campaign billing along with reporting, internal controls and Sarbanes Oxley. - Lead monthly, company-wide conference covering billing adjustments trends and best practices which has saved $2M per year- Successfully reduced error rate company-wide from 4% to 1% by providing training based on root cause analysis.- Prioritize and guide IT projects and enhancements in support of acquisition integration and ERP implementation- Analyze sales adjustment reports and identify areas for improvement- Partner with Accounts Receivable and Collections for Customer Service and Dispute Resolution with national internal and external customers, including Advertisers and Sales Teams

Led a team of two local Customer Service Specialists and 23 off-shore Customer Service Agents in Manila, Philippines and Bangalore, India in support of all Tribune Company Publishing Business Units.- Responsible for all front-end service related to adjustments, customer satisfaction, cash application and digital campaign billing along with reporting, internal controls and Sarbanes Oxley- Met with key stakeholders/users to understand business requirements, provided consultation and guidance to Technology Team in data management and conversion of Tribune Business Units’ Billing System from Legacy Systems (AS400/Admarc) to Microsoft Dynamics (AX)- Streamlined Billing Adjustment procedure. Developed Adjustment Request Form which ensures proper signing levels and reporting elements are accurate

- Responsible for management and oversight of seven Customer Service Agents.- Managed implementation and testing of new Finance Service Center (FSC) Billing System and served as vendor liaison, managed timelines and efficacy.- Developed procedures for implementation, programming and system maintenance- Traveled to Business Units to lead training and assisted with transition in Billing Systems.- Developed and lead weekend training programs on new systems for management, Customer Service Representatives and other end- users.- Served as Co-Lead for knowledge transfer with Hewlett Packard Tribune business partner; 80% work outsourced to HP in Costa Rica.

- Reported to the Customer Service Supervisor with five dotted line reports. - Created training module for incoming FSC representatives.- Audited Customer Service Representatives for accuracy and department standards and goals.- Introduced training programs that enhanced employee performance and helped build a motivated workforce

- Provided superior customer service; achieved 100% Call Quality Rating YoY between 2002 – 2004 which was consistently highest in Department for invoice errors and adjustments accuracy.- Took initiative to make service satisfaction inquiries of customers to build better, more efficient processes.