Project Focused (Jun2021-Mar2023)• Created and maintain multiple PowerBI Dashboards supporting Leadership and Sales Teams. • Supported incentive analytics and compensation payouts for Americas Sales and Leadership Teams. • Provided analytics as needed to help drive data driven decisions.Client Delivery Focused (Aug2019-Jun2021)• Service Delivery Coordinators – Managed this Internal team assisting sales and client delivery teams responsible to respond to report requests, invoice support, as well as client utilization projects. • Client Delivery Specialists – Functionally managed this virtual team providing clients ongoing product and solution support from onboarding through renewal. • Client Success Partners – Functionally managed this field based team offering expert product and solution support to an assigned book of “high touch/strategic” clients.

This role has functional oversight over three client delivery teams that support products and solutions for clients in the Americas region. • Service Delivery Coordinators – are a non-client facing team that supports both internal sales and service delivery teams. They focus on supporting the capture and quality of traveler data, report requests, and utilization projects. The Senior Manager both administratively and functionally manages this team. • Client Delivery Specialists – are virtual client facing teams that support our full suite of products and solutions. The Senior Manger ensures that quality and efficiency is monitored, and processes are standardized. • Client Success Partners - are field based and and report Administratively into territories. They support our full suite of products and solutions for “high touch/strategic” clients.

Manage a client facing team that supports implementation, utilization, and renewals for Digital Travel Risk Mitigation products sold to International SOS clients in the Americas Region.• Partner with Regional Sales and other stakeholders to drive service delivery and ensure high quality support for Digital Travel Risk Mitigation products.• Lead initiatives towards business growth through on-going service delivery planning, increasing efficiency, and identifying areas to improve.• Act as client advocate and Subject Matter Expert to increase product utilization, build strong client relationships, and identify upsell opportunities.• Offer client facing insights into products that influence product development decisions.• Develop and execute audits and analysis that help improve productivity and protect account setup reliability.• Leadership Project Manager – collaborating with a cross functional leadership team to create and communicate a knowledge sharing toolkit that can offer managers the ability to understand staffing optimization.

Effectively lead strategic process re-engineering initiatives to define, clarify and drive business process improvement. Collaborate with multiple global teams across various functional areas. • Customer service management support to improve analysis, accountability and collaborative support for internal and external clients.• Provide critical support to Service Delivery Managers, Project Coordinators and Travel Data teams to understand their business processes and workflow to provide strategic input on process efficiencies.• Manage internal ticketing processes allowing multiple teams to align workflows offering analysis, tracking and reporting functionality.• Develop, document and offer training to drive many ongoing client support focused initiatives.• Lead weekly meetings to continue to improve analysis, accountability and collaborative support for internal and external clients.• Created daily and monthly reports that offer insights into productivity and efficiency for all teams supporting Information and Tracking.

• Responsible for supporting Missisagua, Canada site requests to facilitate manufacturing for export and manufacturing materials in a timely and accurate manner in SAP.• Support the Upper Merion Business Shared Services Team to maintain pharmaceutical materials in SAP.

Effectively collaborated with analysts, clients and team leaders to solve process gaps and increase profitability of global support Help Desk.• Developed and implemented processes that resolved cross company requirements for high visibility clients during the integration of Wyeth and Pfizer.• Improved monthly first call resolution rates for supported clients from 24% to 55% by finding and resolving process issues.• Successfully transitioned Help Desk support to outsourced Canada team by coordinating training and process direction.• Consistently improved departmental productivity by developing and updating training materials and researching and utilizing new tools that fostered a culture of continuous process improvement.

• Effectively managed special projects (i.e., developed and implemented consultant termination process, network security processes, and Sarbanes Oxley audits).• Smoothly transitioned support to outsourced model by creating and managing training for new staff• Administered network administration for specialized account access for the following systems: Novell, GroupWise, NT, VPN, Citrix, AS400, and RSA SecureID.• Increased efficiency by collaborating with desktop analysts and network engineers to troubleshoot and resolve problems.

• Developed relevant reporting for management and business partners.• Accountable for all GroupWise support for 13 satellite offices which included upgrades, maintenance and troubleshooting.• Created and implemented monthly software training classes for administrative staff as well as one-on-one instruction with Senators as needed.

• Provided first and second level support for various software and hardware calls, including troubleshooting and providing resolutions for questions pertaining to applications: MS Office, Group Wise, Novell Netware, Remote Access as well as hardware and network issues.• Improved support processes by coordinating with management to identify and implement process changes.• Responsible for Novell GroupWise Administration: creating and disabling accounts, troubleshooting and working with other teams to resolve larger network problems. • Assumed additional role to administrating tasks in the Mainframe and AS400 environments.

• Coordinated and managed internal/external community functions such as health fairs, health screenings and lectures.• Managed data tracking system, on-site software maintenance and training.