-Led two teams, consisting of eight employees, that supported change management and remediation efforts for the Credit Bureau Operations department within Wells Fargo Auto-Managed over 100 highly escalated projects to remediate gaps within the Credit Bureau Operations group’s processes and reported progress to senior leaders -Partnered with internal and external partners, such as legal, control, and Consumer Reporting Agencies to ensure the policies and procedures of the department adhered to regulatory and state/local compliance expectations-Supported the planning and execution of remediation projects to update consumers’ credit reporting on Wells Fargo Auto loans -Acted as the Business Continuity Manager for the department ensuring the business continuity plan was up to date and all recovery participants were aware of their roles-Regularly led and presented strategy and performance information of the Credit Bureau department to various levels of senior leaders

-Provided support and development to a team of sixteen Research Remediation Representatives and Associates through consistent one on one and team meetings-Managed the distribution and prioritization of work to ensure that all disputes received through the Consumer Reporting Agencies were being resolved accurately by the team within in the 30 day timeframe -Partnered with other internal and external teams, such as Insurance Support or the Consumer Reporting Agencies, to adequately resolve customers concerns and disputes -Created and facilitated department wide meetings to reinforce procedural information, relay updates of things happening in the group, and create a sense of community within the department -Participated in trainings and seminars related to the FCRA, FTC, CFPB, SCRA and other regulatory bodies

-Managed outside collection agency operational support, ensuring that all requests for information and dispute resolution were supported within service level agreements (SLAs)-Supported and managed vendor relationship with third-party outsourcing partners, ensuring quality and volume SLAs were maintained, training and documentation was coordinated, and all aspects of the statement of work were managed and met-Managed vendor relationship with bankruptcy partner and ensured that all contractual obligations are met-Oversaw the bankruptcy support process and ensured timely response to bankruptcy filings and treatments on all consumer and business accounts-Ensured the collection agencies were adhering to the work standards through operational oversight and coaching -Partnered with Compliance Manager to ensure all regulatory audits, such as FCRA, FDCPA, etc. were performed and completed on a regular cadence -Managed projects within the operations team while coordinating with all other departmental teams to drive strategic initiatives -Managed the career development and growth of four Analysts and Senior Analysts through continuous one on one meetings and team meetings -Partnered with Relationship, Compliance, Systems, and Analytics managers to drive performance for our outside collection agencies to promote the recoveries for the company

-Acted as financial support to the departments on campus to set up, invoice, report, and close research budgets accurately-Utilized Excel and Access to create financial reports to support the research grant and contract budgets-Read and interpreted award documentation to ensure billing set up was accurate, close out processes were properly completed, and all back office contractual rules were followed -Audited and reconciled indirect costs and cost share on budgets to ensure federal and sponsor guidelines were followed-Researched prior and current budgets with large sponsors to find common trends in contractual language, timeliness of payment, and other relevant financial data-Utilized JD Edwards financial system to set up billing information, create invoices and credit memos, and accurately track payment history-Participated in trainings related to the Lean principles, legal regulations around cost share and allowable costs, and other necessary information to support the internal and external customers -Supported many federal and non-federal sponsors with their back-office budget needs through an understanding of the regulations and guidelines that govern their industries

-Led a team of four Managers of Operations Support, twenty-one Business Operations Associates, and two Associate Trainers-Managed over 2,500 customers ranging from the healthcare industry to the government totaling 68 million dollars of accounts receivable -Developed managers and trainers to help them reach their personal and professional goals through development plans that we met about each week-Developed long term structure plans in an effort provide excellent service and protect the company from risk; including, but not limited to customer process improvements, employee support, and promotions -Acted as an escalation point and support liaison for Managers of Operation Support, field offices, and other internal departments to help resolve any customer or consultant related issues-Coached managers to help drive their outstanding accounts receivable balances down through partnering and collaborating with sales and field support members as well as teaching them how to drive the work through their direct employees-Developed new processes within the organization to drive efficiencies and proactive resolution of account concerns, as well as present data to upper level leadership-Audited and completed necessary maintenance items to keep up-to-date and accurate financial records while making sound business decisions in the best interest of the company -Read and evaluated contractual documentation for customers to ensure all billing requirements are met to provide excellent customer service and mitigate any potential risk-Partnered with front office contracts teams to ensure that as they were signing new agreements or projects they had a strong understanding of the capabilities of the back office team who would need to perform those duties-Helped develop and participated in department wide initiatives to help drive the upper level leadership goals for the group

-Led a team of six Business Operations Associates with a combined portfolio of 500 customers totaling $11 million in accounts receivable-On boarded and taught new associates how to effectively manage agings, understand the business cycle, and how their role fit into the bigger picture of the company-Developed team members to help them reach their career goals through consistent development meetings where we discussed career development plans -Acted as an escalation point and support liaison for Business Operations Associates, field offices, and other internal departments to help resolve any customer or consultant related issues-Partnered with upper leadership to create visibility into customer related concerns and ensure we were providing the best support possible to our customers -Created reporting to support larger Healthcare customers around funding limits, statement of work tracking, forecasting, etc.-Facilitated multiple trainings for our newly hired employees across seven different back office functions

-Managed total accounts receivable with an aging in excess of $3.5 million, including but not limited to invoicing, PO tracking, account resolution and working with client to resolve outstanding issues-Created reporting around forecasting, financial productivity, funding limitations, etc. to better support management in making customer decisions-Acted as a support liaison for field offices and operational groups with questions pertaining to those local/regional accounts on their aging including but not limited to client billing and payment policies, etc.-Performed weekly audits of customer accounts to ensure accurate billing and that clients were set up accurately based on their Master Service Agreements-Utilized PeopleSoft Financials and Oasis to accurately record, track, and report on all consultant information as it pertained to back office compliance-Utilized many different vendor management systems such as Fieldglass, IQN, etc. to support the customers’ needs