I provide exceptional support for Contracts, Rights & Royalties software and services within the dynamic publishing industry. With a keen eye for detail and a customer-centric approach, I analyze technical issues meticulously, delivering effective solutions to ensure seamless operation for our valued clients.My role extends beyond individual problem-solving as I actively collaborate with our Development team to swiftly resolve complex challenges, contributing to our continuous improvement efforts and maintaining high levels of customer satisfaction.Transparent communication is key in my approach, and I ensure that customers are kept informed about the status of their requests at all times, fostering trust and building lasting relationships.I am committed to excellence, and I am dedicated to driving satisfaction and exceeding expectations in every interactions, helping to drive the success of both our customers and our organization.

I contributed to the success of customers by assuring accuracy of royalty reporting from contracting to reporting, and providing consultancy support and advice.

For over 200 years, Wiley has been helping people and organizations develop the skills and knowledge they need to succeed. Wiley develops digital education, learning, assessment, and certification solutions to help universities, businesses, and individuals move between education and employment and achieve their ambitions. • Successfully directed the transition of royalty contract processing from domestic to an offshore group with Infosys, a global leader in outsourcing. Project profitably completed on schedule.• Led project collaboration with IT to enhance author royalty website functionality, by adding Excel and PDF download options for royalty statements, easier password updates, and online address changes, increasing customer service, reducing team workload by up to 20 hours per week.• Reduced mailing cost by more than 90%, and save paper usage by transitioning to paperless royalty statement reporting. Major cost-saving initiative.• Achieved 100% royalty reporting accuracy by coordinating logistics of quarterly/semi-annual royalty calculations and conducted monthly statement audits to proactively identify and resolve issues, guaranteeing accurate reconciliation against Accounts Payable and Treasury Departments.• Maintained thoroughness, accuracy, and authenticity of data, statements, and reports resulting in Sarbanes-Oxley Act (SOX) compliance annually.• Recognized and rewarded with promotions for providing ongoing direction, coaching, and mentoring to all analyst and the entire department. The team I managed was motivated working in an environment that fostered open communication, increased collaboration, and consistently delivered excellent quality.

• Managed a team of up to 20 floor associates, cashiers, and stock personnel, and worked with the General Manager to drive profitable growth.• Played a pivotal role in leading a complexed, dynamic business by executing merchandising plans, performing daily cash reconciliations, analyzing sales reports and scheduling staff to accommodate projected customer traffic, and increased sales by 5%.• Hired, coached and developed direct reports and created a culture of engagement and high performance.