Leading 10 multi-culturally diverse people across six very distinct subdivisions supporting OEM Licensing and Revenue Management for our Microsoft client. Teams Managed: • Invoicing & Adjustments • Channel Management • Top Volume OEMs • Discounts & Incentives • IoT Embedded • Quality AssuranceResponsibilities:• Manage 100% of OEM billing ensuring multi-currency invoice accuracy in very high dollar amounts. • Manage Top Volume OEMs (very high revenue), discounts and quality assurance teams and associated support staff. • Ensure strict contractual SLA and quality metric goals are met. • Facilitate the implementation, training and documentation of new billing programs and contract launches in a constantly evolving business.• Perform continual analysis of current processes and delivery of change through improvement or automation for cost reduction or quality improvements. • Collaborate closely with a diverse team across three operation centers in Reno, Dublin and Manila to ensure smooth global operations. • Maintain daily employee timesheets via Kronos for payroll accuracy. • Conduct bi-annual performance reviews and the continual mentoring and upskilling of agents.• Create both scheduled and ad hoc reporting as needed via PowerPoint and Excel to both internal and external stakeholders. • Source of program knowledge to both the BPO and Microsoft client.Achievements:• Maintained 100% compliance to metric and SLA goals resulting in $0 revenue leakage month after month. • Ensured 100% of all revenue booked every month end, minimizing overtime costs through case management and process cross-training.• Maintained extremely low employee turnover in the traditionally high turnover BPO business model. • Multiple process and improvement ideas implemented with large overall cost savings.• Maintained high customer satisfaction.• Infosys Inspiring Team Leader Award 2020* Role was under Arvato Digital Services LLC. from Oct. 2015 - Nov. 2019.

Individual contributor role responsible for the data entry of new contracts and support of customer inquiries in the IoT Embedded division of OEM supporting Microsoft's BPO contract with Arvato. Responsibilities:• Data entry – contract processing into SAP system.• Providing customer support via email.• Meeting contractual SLA and accuracy metrics. • Maintaining process and procedure documentation. • Training and support of new hires.Achievements:• Achieved 100% accuracy• Overhauled and simplified process and procedure documentation for all supported processes.• Promoted to team manager role

Website design, content creation, SEO and continual management driven by affiliate marketing relationships with numerous clients. • Front-end and back-end website design using various web technologies including HTML, CSS, PHP and JavaScript. • Install and maintain various CMS and web platforms including WordPress and Joomla.• Creation and maintenance of online databases typically using the MySQL platform. • Creation of graphic and written website content including researched articles and review copy. • Respond to email enquiries submitted through online contact forms and direct email.• Work with affiliate managers and advertising departments via email to set up and run advertising and marketing campaigns. • Search engine marketing, keyword research and PPC advertising.