Manage all aspects of the asset/equipment titles transaction process for GovPlanet, which is an IronPlanet subsidiary and sells U.S. federal government assets. Oversee the day-to-day priorities of the team, communicate with a wide range of internal stakeholders, third-party vendors, and Department of Defense (DoD) contacts, and ensure compliance and adherence to local, state, and federal government legislation.• Proficient in learning and understanding complex contract-specific U.S. federal government and state-specific title guidelines, as well as non-standard business processes (i.e., variations of DoD-required forms vs. civilian title documentation). Act as a subject-matter expert with extensive knowledge on government requirements.• Engage with the Defense Liquidation Agency, which is a sub-section of DoD, to ensure smooth transactions between the civilian buyers and sellers.• Strong organizational skills maintaining asset title data and client information to support GovPlanet’s multi-faceted team.• Act as primary contact for internal stakeholders and teams on the GovPlanet titles process, compliance, and regulations. Led the effort to develop documentation and training manuals for new hires and junior staff to summarize GovPlanet’s title process and provide guidance on seller/buyer interactions.• Prepare and facilitate global training sessions for field and warehouse staff detailing the proper receipt, handling, and accuracy verification of SF 97s and title documentation provided by government sellers. Serve as primary point of contact for remote field staff on title-related questions.• Manage multiple processes, including the information and asset database, compliance, and knowledge management for all sold products from intake to final approval.• Collaborate with upper management and internal teams to resolve consumer issues and exceptions quickly to avoid business disruption.

Acted as a subject-matter expert in all sales tax-related client inquiries, oversaw all sales tax data for sold assets through IronPlanet’s online auctions, and maintained compliance with state regulations. IronPlanet is a subsidiary of Ritchie Bros. Auctioneers, Inc., which is a $3.7B world leader in asset management and disposition of used industrial equipment.• Database management of all consumer sales tax exemptions, records, and state government and agency-specific documentation.• Strong knowledge of and adherence to U.S. sales tax regulations, and guidelines.• Reviewed, approved, and processed sales tax refunds, handled financial transactions, and escalated urgent exceptions to upper management.

Customer Care and Pick-Up Support teams consolidated into one division. Responsibilities expanded to interacting with cross-functional teams and consumers globally (USA, Canada, Africa, Europe, Middle East, etc.) on a daily basis. • Oversaw one-on-one online and email customer inquiries. Generated responses on a variety of issues on behalf of the company, became an expert in all facets of the online auction process. • Managed customer expectations and inquiries from IronPlanet’s subsidiaries (GovPlanet, TruckPlanet, Kruse Energy & Equipment Auctioneers, and Asset Appraisal Services).• Co-led onboarding of new hires and mentoring of junior staff to create a positive working environment. Resulted in developing quick learners and establishing team training standards.

Primary contact for IronPlanet’s 50+ biggest clients (sellers) to finalize sales and transactions. Oversaw vendor relationships and oversaw seller interactions with the buyer.• Managed central database that included confidential seller information, as well as tracking of all sold assets from sale confirmation to pickup.• Negotiated with third-party vendors, sellers, and consumers to ensure transport of assets happened in a timely manner.• Worked with managers to resolve urgent issues (purchase credits, exemptions, etc.)

Liaison between GM Financial and auto loan customers by handling both incoming and outgoing calls. As a subsidiary of General Motors, the company provided auto finance solutions (loans and leases) to customers around the globe. Negotiated with customers regarding payment arrangements, discussed options for deferred payments and payment plans, and processed payments made over the phone.