Analyze and forecast financial, economic, and other data and trends to provide accurate and timely information for strategic and operational decision making. -Partner with Sales, Customer Success, and Legal to ensure business terms are correctly interpreted via in-house governance program. -Engage with cross-functional project owners on business issues and provide summary analysis, and recommendations to senior leadership in summary form. -Provide basic decision support for contemplated pricing actions by simulating the effect of changes in pricing on customer profitability and providing recommendations. -Prepare monthly performance reporting of financial and operational results, while conducting periodic audits of VitalSource internal financial systems to ensure alignment with requirements to correctly transact and evaluate business. -Work with Product and Development teams to create functionality, perform UAT, and improve efficiency of in-house financial systems.-Perform month-end closing and other FP&A processes.

Provided decision support and financial and operational analysis reporting to leadership team and internal customers. -Owned entry and maintenance of VitalSource contractual terms (AR and AP) into required internal systems including Oracle Financials and ensures all internal systems are in sync.-Prepared presentations and tracked quarterly key performance indicators for Executive Leadership for internal operational review meetings, board meetings and external stakeholders.-Created and lead Finance Acumen training for Sales and Customer Success teams in all markets.

Primary day-to-day point of communication between Corporate clients and Intrepid by VitalSource; communicated and advocated individual client needs to internal stakeholdersWas the primary day-to-day point of communication between Corporate clients and Intrepid by VitalSource; communicated and advocated individual client needs to internal stakeholders. -Coordinated resources within Intrepid by VitalSource as appropriate to meet the client’s needs; worked productively across functions with all internal stakeholders including Sales, Marketing, Finance, and Product. -Ensured all aspects of client engagement and contractual obligations were executed successfully. -Worked with all product teams to become an expert in the company’s product offerings and to train the customer on how to use them efficiently. -Onboarded each client and strategically planned the rollout of utilizing the product platforms the customer purchased. -Evaluated and monitored the overall client health and success and shared this information and customer insights with internal stakeholders.

Centered on building and implementing Quality Monitoring and Customer Service department in a Technical Support center for a fast growing software company-Created a quality monitoring program.-Lead quality improvement initiatives by ensuring that customer requirements and expectations are identified and that the organization is exceeding those expectations.-Supported the development and maintenance of a customer-focused culture within the organization by building and implementing training around various Customer Service topics and soft skills.-Provided continual feedback to support staff on their customer interactions. - Led technical training for multiple classes in multiple locations (nationally, globally, remotely).-Created a role play program to prepare employees for tickets, calls, and remote sessions with customers. -Consistently engaged with customers to obtain feedback and to utilize it in order to improve customer service experience and retention. Customer retention greater than 90%.-Involved in recruiting and interviewing of staff. -Assisted in Performance Management process through evaluation of employees and providing development coaching. -Handled the customer satisfaction survey process. Analyzed the results for trends, provided feedback to leadership, and created plans of action. Customer satisfaction greater than 90%.-Varonis Tech Support became an SC finalist for Best Customer Service for 2018.

Provided workforce optimization solutions through precision forecasting, efficient scheduling, and analytics to deliver a better customer experience.-Redesigned WFM curriculum through cross-departmental partnerships with Training and Instructional Design to assist new hires in their learning development. Helped to develop e-modules for agents to take which helped to lessen the amount of face to face training time needed. Managed a SharePoint site that housed all training documents, training presentations, and links to e-modules.-Performed intraday management of scheduling, analysis of real time workload requirements, and call routing to meet service level requirements by maximizing efficiency and occupancy.

Assisted patients in obtaining therapy through procurement, nursing, and financial assistance services. Provided educational information regarding chronic diseases and therapies. Engaged in projects that assisted in increasing new starts to therapy.

Provided excellent customer service in an inbound role by engaging patients, caregivers, and health care professionals regarding their questions and concerns. Assisted patients with product information and navigating the process of new therapy initiation.

Responsible for all front-end operations and customer service. Performed all finance activities dealing with daily, weekly, monthly, and yearly close. Monitored store compliance with corporate policies, security measures, and food safety regulation. Maximized sales through customer service, properly training, and maintaining high staff morale.-Performed team-building tasks such as organizing associate and new hire training, evaluating potential hires through performing reference checks and administering interviews, and providing ongoing performance evaluation and feedback to associates.-This was a temporary role reassignment so that I could pursue my MBA studies.

Developed strategic plans for achieving and exceeding budgeted financial and operating results for a Food Lion store. Managed store with annual sales volume of $11.4 million.-Improved profitability and consistently grew sales beyond forecasted projections by developing strategies to improve customer experience and reduce shrinkage through analysis of monthly profit and loss statements and creation of departmental budgets within full store budget. -Managed staff of 40-50 people and increased sales by 8-9% above budget.

Participated in extensive training program identifying future leaders within the supermarket and retail industry. Became proficient in each department of the store in order to run a successful grocery business. Did special projects and presentations in a variety of functional areas; such as Human Resources, Loss Prevention, and Category Merchandising.

Managed front-end associates and service clerks. Provided customer service and handled customer complaints and comments. Used standard accounting procedures within store computer system, including performing daily close.

Provided customer service, handled financial transactions, organized displays, and assisted vendors. Achieved high rings-per-minute and efficiency ratings.