Responsible for the redesign of end-to-end finance and benefits administration processes to improve customer service and increase operational capacity. Review and document operational processes and identify changes needed to align operations with organizational objectives. Collaborate with executive leadership and functional managers to discuss recommended design changes and develop change strategies.

Managed financial functions including cash receipts, accounts receivables and compliance to increase accuracy of payroll reporting and timeliness of receipts of over $3.2 billion annually. Supervised 14 team members to deliver consistent customer service to over 3,200 state and local government agency employers. Developed policy changes and corresponding communications to employers to improve customer service and minimize errors received in reporting and payment.

Provided customer service to 3,200 local and government agencies to facilitate understanding of reporting requirements and resolve billing discrepancies. Reconciled and audited local and government agency accounts to locate errors in reporting or payment and negotiated unpaid amounts due to the Retirement System.

Evaluated customer service process discrepancies to identify best practices and updated online knowledge base procedures. Collaborated with functional departments and business clients to ensure service models and processes were consistently applied across four national customer service offices. Created processes and procedural documentation to aid in the successful migration of 45,000 customers to new service platform.