• Serve as the first point of contact, managing customer phone calls, walk-in traffic, and client inquiries, providing excellent customer service, and ensuring seamless communication within the organization.• Maintain accurate financial records and account management through meticulous invoice creation, account reconciliation, and statement management, contributing to financial transparency and operational efficiency.• Plan and execute farm tours and organization for essential farming activities, optimizing operational workflow and enhancing visitor engagement and satisfaction.• Manage sensitive information with the utmost confidentiality and integrity, adhering to strict data security and privacy standards to protect company and client information.

• Implemented phone monitoring and alerting application to monitor the financial call center’s phone system to reduce downtime, promoting speed to recovery with the least impact to customers.• Indirect management of support team to deliver critical deliverables in alignment with the strategy and operating model.• Manage to the terms of the Statement Of Work, ensuring both the service provider and company are held accountable for delivery.• Participated in provider scorecard reviews and governance delivery meetings to ensure quality delivery.

• Owned and prioritized the Global User Services enhancement backlog, documenting user stories for Lean Service Management planning to align resources with critical needs.• Resolved escalated quality issues and mentored 100+ global team members, driving adherence to best practices, meeting SLAs, and fostering a culture of continuous improvement.• Collaborated on Statement of Work (SOW) negotiations with Supply Management to optimize service contracts and align with company objectives.• Managed $2M annual budget, strictly following accounting practices to ensure financial control and support of key service initiatives.• Facilitated and managed Change Management governance meetings, driving process improvements that reduced system outages and downtime, ensuring seamless IT operations.• Served as a key resource for IT teams, providing expertise on ITSM processes and guiding the use of ServiceNow to efficiently gather and analyze requested data.

• Led cross-functional initiative that identified the root cause of user password lockout issues, cutting password-related calls by 50% and significantly reducing service demand.• Delivered high-quality Tier 1 Managed Service support to 28 countries in 10 languages, ensuring a professional and customer-focused experience globally.• Increased global First Level Resolution (FLR) rate by 35% (from 52% to 70.41%) within three months, enhancing customer satisfaction and reducing escalations.• Facilitated continuous improvement projects to streamline IT Service Desk processes and align regional needs with global standards, driving operational efficiency and consistency.• Key contributor in selecting a new ITSM tool, leading RFI/RFP processes and contract negotiations to transition from CA Service Desk to ServiceNow, enhancing service management capabilities.

• Led benefits projects as a SAP Business Analyst, Quality Analyst, and Project Manager, supporting initiatives that impacted 55,000 employees annually.• Configured and maintained HSA table setups for Open Enrollment, ensuring compliance and seamless access for wage, salary, and retired employees.• Oversaw data extracts for MN Life and Fidelity interfaces, ensuring accuracy and timeliness in benefit information.• Directed HSA enrollment processes and led new system design to implement HealthCare Reform compliance.• Analyzed and recommended solutions aligned with business processes, enhancing long-term operational efficiency.

• Led Business and Quality Analysis for HR projects, migrating from Lotus Notes and Access to a new solution, improving data management and workflow efficiency.• Defined system-to-system interface requirements between PeopleSoft HRMS and external vendor databases, establishing interface methods and schedules.• Collaborated with offshore developers in Thailand to clarify and explain business requirements, ensuring alignment and timely project delivery.• Developed comprehensive requirements documentation, including plans, stakeholder analysis, data models, use cases, and report specifications.• Conducted peer reviews of team member’s requirements, fostering a culture of feedback and continuous improvement.• Analyzed current processes to identify and recommend improvements, leading the development, testing, and implementation of optimized solutions post-approval.

• Functioned as liaison between CES Computers and John Deere IT to align on end-user needs, enhancing service delivery.• Directed a team of Tier 2 Desktop support staff across multiple Deere locations, optimizing support efficiency and service coverage.

• Improved the operating income of the Education Department from negative 13% to a profit level above 12%.

• Managed an Application Service Desk, supporting the two largest local companies, providing continuous support for proprietary software, ensuring swift issue resolution and minimal downtime.• Delivered successful Remedy virtual training to John Deere dealerships globally.

• Supported the CEO as Executive Secretary, managing high-level communications, coordinating executive meetings, and managing confidential information.• Designed and implemented targeted marketing campaigns and advertisements, boosting the bank's local brand presence and customer engagement.• Led the Mystery Shopper program to assess and enhance customer satisfaction, identifying improvement areas and implementing actionable solutions.• Developed and delivered ongoing training programs for staff, aligning with new products, services, and customer service standards to drive consistent, high-quality customer experiences.