Hired for contract role to support the improvement of accounts receivable operations across Fleet Services, including automotive, outside labor and procurement functions. Facilitated statistical analysis on performance and productivity to identify inefficiencies and recommended remediation strategies to drive improvement. Utilized SAP, SRM and eProcurement systems to conduct extensive data analysis. Developed and implemented training manual for Outside Labor Procedures to support operations within department, as well as cross-functionally.Identified flaw with existing workload distribution report. Deployed redesigned process to eliminate redundancy and improve productivity, resulting in 89% reduction of outstanding invoices for Outside Labor and 75% reduction of invoices for Facilities. Enhanced daily workflow procedures, resulting in a 66% reduction of staff while still achieving productivity goals.

Provided strategic leadership of this $150M rebate processing/fulfillment and incentive management firm, including overseeing revenue, profit, productivity and performance improvements. Held direct accountability for directing call center, data entry, finance and quality control operations, as well as complete P&L oversight. Built, developed and led a team of up to 100 leadership and line-level employees, providing ongoing coaching, mentoring and training to ensure optimal performance and productivity. Developed and implemented training and workflow manuals and delivered to team members across all functions. Contributed to the implementation of NetSuite across the organization, as well as the development of key performance indicators (KPIs); created metrics reports to monitor performance. Spearheaded the implementation of employee incentive programs and established positive working culture, resulting in improved employee morale and engagement. Grew workforce to meet expanding operations; recruited and hired qualified candidates for all openings. Led the 300% growth of product fulfillment operations, including pickup and shipping of products. Supported the rapid expansion of the company by driving 400% gross revenue growth with consistent YOY results; drove expansion of operations into Canada, partnering with senior leadership on staff recruitment and vendor/partnership development. Achieved 95%+ client retention rate by training and coaching team members in delivering quality service and establishing strong client relationships.

Served as a valuable resource for clients in refinancing or short-selling their homes to prevent foreclosures. Guided clients through the full process, providing advisement on available options that aligned with their needs. Created a comprehensive process for conducting debt to income ratios/analysis to determine refinancing options. Analyzed client budgets, cash flow and income sources to determine overall financial situation. Interacted with banks and attorneys, representing clients during debt reduction/elimination efforts.

Progressed internally through roles of increased responsibility based on outstanding performance and contributions. Provided direct leadership of pricing and compliance efforts across 1,300 retail environments spanning 22 states to ensure adherence with local, state and federal regulations. Monitored price points to maintain competitiveness across retail, commercial and clearance categories. Managed $6M budget for the company’s rebate program. Prevented $3M in regulatory fines by effectively negotiating with state officials, as well as implementing new system procedures and training programs. Drove $700K annual cost savings in credit card fees by developing process that enabled debit card payments. Delivered 100% increase in gift card sales by sourcing 3rd party resource to sell gift cards, as well as the introduction of close loop gift card program.