Natalie Justice Email and Phone Number

∙ Researched, analyzed and resolved daily common inquiry cases as it related to Cloud compensation, agent bookings and revenue.∙ Combined and analyzed large amounts of data from multiple sources which identified eligibility for compensation payment.∙ Standardized various worldwide manual compensation programs.∙ Ensured all compensation programs to be accurate, complete and uploaded according to global deadlines.∙ Utilized Oracle database applications to track / audit completion of manual uploads.∙ Created, modified and executed queries in SAP Business Objects to identify sales compensation trends. ∙ Exported data into Excel to create meaningful reports using Pivot Tables, VLOOKUP, and charts.∙ Implemented and maintained various financial reports, dashboards and business process procedures.∙ Generated ad hoc reports as needed.∙ Identified areas in various manual programs that needed process improvements leading to the production of more timely and accurate financial reports. ∙ Produced training documentation during setup stage.∙ Other duties included collaborating with other areas of business to resolve compensation issues.

• Planned and managed nationwide technical training efforts for virtual, open enrollment and enterprise opportunities for IBM, Avaya, SonicWALL, and VMware.• Coordinated end-to-end resourcing while focusing on costs that met delivery benchmarks, targets, and budgets.• Performed in all aspects of Resource Management to include vetting instructors, orientations, product courseware, product rollouts, equipment management and associated logistics to ensure successful training deliveries.• Established staff schedules, assignments, travel, and course material distribution based on training needs and equipment availability.• Maintained, updated, and synchronized company-wide database system using SharePoint to promote internal / external continuity.• Extracted raw data using query database system into Excel to generate meaningful reports and pivot tables for analysis.• Generated other ad hoc reports as requested based on the business need.• Liaison for sales team, customer support, internal / external organizations, and business partners.• Identified and triaged delivery of training issues for immediate resolution and improved customer satisfaction.• Streamlined business processes and procedures for efficiency.

• Program manager for the Systems and Technology Group (STG) Business Partner Systems Connect Program, a one stop learning portal for Partner Education enabling Business Partners with the necessary training to become the expert to customers, win higher value, and higher margin deals.• Developed metric reporting and tracking for the Systems Connect program.• Managed program budget of $2.5M+ as well performing allocations and analysis.• Daily global communications to IBM Client, IBM Business Partner, and IBM Internal organizations.• Responsible for Business Partner validation and program management connected to PartnerWorld and Know Your IBM (KYI).• Point of contact for information of education process end-to-end (design, development, delivery, and sub-processes required for course/content development/delivery and skills validation).• Subject matter expert on policy and procedures related to Skills Validation / Business Operations.

• Manager for delivery of all US STG (hardware) Public Technical Training classes, representing roughly 60% of the US hardware training revenue.• Coordinated training deliveries for US internal and external clients based on training priorities, preferences, and demand.• Liaison between US based Training Delivery Business Partners and supporting organizations.• Clearly articulated technical nuances and jargons related to scheduling processes, procedures, and applications.• Forecasted, tracked and reported delivery and revenue history to determine trends, comparisons and demand. • Maintained Documents of Understanding (DOU) or agreements for training between US Technical Training and other business areas within IBM.• Facilitated / attended regularly scheduled and ad hoc meetings and conference calls to provide data updates, customer satisfaction resolutions, and to address day-to-day requests.

• Responsible for web-based database maintenance, resource / employee tracking, the development and implementation of data processes to be distributed within IBM IT Systems & Technology - Development Operations Division.• Managed databases used to track day-to-day resource requests and allocations.• Tracked resource / employee requisitions via STG Job Request database as part of the hiring approval processes, policies and procedures.• Database Administrator for company database used to reflect accurate resource and planned project data (ePipeline).• Built queries and filters to extract critical data using BRIO.• Created process flowcharts and user procedure documents.• Conducted internal training on application tools used to track resource / employee headcount with existing and new management team members.• Attended weekly and bi-weekly meetings and conference calls on database issue resolutions, updates, and other process information.• Lead special projects as needed.

• Responsible for analytical and technical support in the Escalations Department of the Fidelity Payroll Division. • Instrumental in the improvement of company-wide payment processes.• Constructed databases and built queries within Access and SQL in order to extract critical data.• Diagnosed, troubleshot and resolved technical issues via root cause and analysis.• Created User Procedure Documents (UPD) for departmental use of all employees.• Conducted internal system training for existing and new employees.• Created macros for automated data collection within Access and Excel.