Ensure safety and comfort for all clients, including high-profile ones, through patient, empathetic, and outstanding customer experiences in scuba and related classes.• Achieved consistent 5-star Google reviews for exceptional customer satisfaction by ensuring a fun and safe environment for scuba and related classes for adults and children through a blend of digital learning, videos, classroom, and practical applications.• Improved client satisfaction by obtaining more than 200 certifications, demonstrating comprehensive knowledge and commitment to professional development.

Led a strategic initiative to improve self-serve options and reduce help desk call volumes. Oversaw the incorporation of new applications, scripts crafting, recording and editing videos, managing translations with vendors, creating graphics, and configuring the hosting application (Watson Media) to ensure top-notch content delivery. Identified strategy, managed the business case, and ran the program to create a comprehensive video library.• Improved user self-service capabilities by producing a series of instructional videos, significantly decreasing the need for helpdesk intervention.• Enhanced project value by leveraging the video framework for onboarding, skill development, procedural changes, and acquisitions/divestitures.• Enabled seamless transitions for IBM employees to Microsoft Outlook and Teams by creating instructional videos, leading to successful migrations of contacts, calendar events, and messages, while supporting various other transitions. • Delivered high-quality instructional content by performing all post-production using Adobe Creative Cloud tools, including Premiere, Audition, and After Effects.• Established video production assets that could be reused by team members to maintain consistency.

Spearheaded digital transformation initiatives as a vital contributor within the information technology sector. Directed cross-functional teams in the development and refinement of mobile device management programs, ensuring alignment with organizational objectives and client requirements. Collaborated closely with both internal and external stakeholders to deliver exceptional customer experiences and support business objectives.• Increased employee productivity by targeting and improving mobile device usage for remote workers.• Simplified device enrollment and boosted comfort with MDM software on BYOD, dramatically enhancing mobile device value.• Enhanced user experience by collaborating with Google and Apple to improve options and refining IBM’s MDM software.• Engaged 10-20 thousand IBMers monthly by hosting live streaming events, covering mobile device news, demonstrating new features, and facilitating live Q&A sessions.• Fostered user adoption by hosting walkup sessions at corporate events, teaching in-person classes, and assisting acquisition employees with transitions.• Advocated for better UX internally and with Apple and Google, leveraging developed relationships.• Achieved a 6-8 hour increase in productive time for frequently traveling employees through the mobile device program.• Recognized for increasing employee productivity by receiving the 2017 Manager’s Choice Award.

Maximized adoption rates and productivity benefits by conducting walkup sessions, classes, and live streaming events. Spearheaded backlog grooming, budget management, and daily scrum call with developers, design, and content teams to create and oversee a sales enablement news application for iPad.• Streamlined the deployment of 40K Apple iPads to IBM’s sales force in over 100 countries, ensuring seamless integration and functionality.• Enhanced sales efficiency and effectiveness through the implementation of third-party and custom applications.• Achieved 2016 Manager’s Choice Award for my work on the sales enablement news application.

Led and managed North and South America's AR Business Controls and divestiture AR to guide senior-level staff and drive technology implementation projects to success. Supported the Director with administrative tasks, ensuring operational efficiency and strict compliance with business controls.• Led a team of 10 senior-level staff, driving high performance and strategic goal achievement.• Ensured robust Sarbanes-Oxley compliance by maintaining and updating compliance processes.• Secured a positive business controls/audit posture through consistent and rigorous oversight.

Directed international team of consultants and subject-matter experts across eleven countries for IBM's SAP implementation by overseeing credit management, payment cards, collection management, accounts receivable, and cash application. Engaged with C-suite executives and their delegates to address stakeholder concerns effectively. Led workshops to standardize processes, minimize local deviations, and optimize efficiency following SAP best practices. Managed system configuration, enhancement development, testing, and implementation of SAP modules. Oversaw deployments and hypercare in China, Germany, Brazil, and Mauritius, followed by localization workshops in the UK, Taiwan, the USA, Canada and Latin America.• Successfully delivered all project deliverables, including procedural blueprints, process flows, desk-level procedures, and organizational interlocks.• Maintained a track record of consistently staying under budget for projects and initiatives.• Standardized nearly 100 Accounts Receivable procedures and approval matrices for a $100 billion company, streamlining operations and enhancing efficiency.• Recognized with the 2008 Bravo Award for exceptional contributions to the initial phase of the project.• Awarded the prestigious Best of IBM award in 2011 and received a retention bonus for successfully launching operations in China, demonstrating leadership and project management excellence.

ACCOUNTS RECEIVABLE PROCESS LEAD | 2006 – 2008NATIONAL ACCOUNTS RECEIVABLE PROCESS STAFF | 2002 – 2006FIRST LINE ACCOUNTS RECEIVABLE MANAGER | 2001 – 2002