Rachel Mast Email & Phone Number

Chicago, Il, Us

- Responsible for leading the global IT strategic portfolio management process. This includes managing the people, process and technology for the end to end demand to asset in service process.- Product owner for ServiceNow Strategic Portfolio Management tool for IT organization . Key activities include identifying, developing, testing, and deploying system enhancements with development team. - Oversee performance management for entire global IT organization. Lead key routines and work with leaders in IT to monitor performance metrics and setting annual KPIs.

Chicago, Il, Us

• Led 25-person data management team in North America and India responsible for creating, updating, and governing master data in multiple workflow systems. Owned and executed process strategy to deliver business value, customer experience, and productivity.• Tasked to focus on customer experience due to low Net Promoter Score (NPS) in 2022. Developed program to gather feedback, create action log and implement improvements, resulting in 72-point NPS improvement from -40 to 32 in 9 months.• Prioritized and allocated annual IT capex budget of $300k to implement system improvements based on stakeholder feedback. Opportunities identified and implemented have reduced E2E cycle time by 10 days, increasing potential NSV by $15 million annually. • Led and monitored performance of 22-person business process outsourcing (BPO) team in India through performance reviews, escalation paths, and KPI/SLA management routines. Visited team in India on a quarterly basis to provide training and feedback sessions.• Managed 3-full time direct reports based in North America. Responsible for delegating work, evaluating through performance reviews, developing individual growth plans focused on stretch assignments, and driving positive employee satisfaction and engagement. • Developed BPO performance requirements and assist with negotiations for annual vendor contract. • Product owner for data management case system and helpdesk tools in Service Now and Microsoft Teams for 2K end users. Implement process improvements to drive customer experience and resolution time, resulting in 1.5 days cycle time improvement in 6 months.

Chicago, Il, Us

• Oversaw 7 person BPO team accountable for applying $25 billion of incoming annual receivables. Accomplishments include improving automatic cash application by 10% in first year, establishing new KPI, and reducing aged unapplied cash balance by 25%.• Managed continuous improvement and business value portfolio across 220-person Invoice to Cash Team. In 2022, continuous improvement projects resulted in productivity savings worth 15 FTEs (30k hours) and $45 million in direct P&L savings. • Led cross-functional effort across IT and controllership for 5 months to perform root cause analysis then implement new routines, system enhancements, and financial controls impacting incoming deductions worth $250 million annually. • Owned presentation design and director’s monthly briefing execution for Invoice to Cash team. Created multiple presentations to tell success stories, present savings and highlight results to senior leadership, including the Head of GBS, Sales CFO, and the Global CFO.• Coordinated internal audits and annual external audit across credit, collections, cash application, and deduction/trade processes. Coordinated sample testing, auditor inquiries, control deficiencies, and process documentation across 25 person BPO compliance team.

Chicago, Il, Us

• Developed data sources and dashboards for operations teams, leadership, and stakeholders to monitor workflows and automate manual reporting. Deployed 8 dashboards across 4 process areas that resulted in productivity and decreased E2E cycle time. • Consulted for GBS and cross functional teams by documenting, analyzing, and recommending process improvements using six sigma methodology. Identified opportunities to decrease speed to market time, resulting in additional $20 million annual NSV.• Implemented knowledge repository platform to centralize storage, governance, and accessibility of 500 standard operating procedures (SOPs) for internal and BPO teams across 8 process areas. Created audit routine to ensure documentation is updated and accurate.

Chicago, Il, Us

- Managed local, state (SIT/SUI), and federal payroll taxes for eight FEINs located in all 50 states and Puerto Rico. - Owned Canada payroll tax responsibilities for three CRA accounts and two MRQ accounts- Developed and performed weekly tax audits for 25,000 US employees and 2,500 Canadian employees in order to identify and correct tax-related/W2 errors.- Oversaw all tasks performed by Ceridian Tax Services including: filing quarterly/annual returns, filing amended returns, processing W2s/W2Cs, addressing agency notices, and identifying.- Responded to agency notices and payroll tax audits from local, state (SIT/SUI), federal, MRQ, and CRA tax authorities- Trained over 20 global and regional team members on routine payroll procedures- Assisted with expatriate tax adjustments and W-2/T-4 reconciliations - Coordinated year end validation and reconciliation activities for W-2, T-4, and RL-1 filings

Chicago, Il, Us

- Provided customer service for current employees, former employees, and third party providers through case management system- Created and revised over 10 desktop procedures for complex North American payroll processes and procedures- Assisted team members with year end activities related to W2, T4 and RL1 filing for the United States, Canada, and Puerto Rico- Performed bi-weekly data management audit for payroll-related data- Utilized Ceridian (Dayforce) , SAP (SHARP), and Workday to update, verify and analyze HR/Payroll related data- Collaborated with tax department within KraftHeinz to provide payroll/HR reports for monthly, quarterly, and annual reporting requirements

Pittsburgh, Pa, Us

• Extracted data in Google Analytics, AdWords and DoubleClick to create bi-weekly budget pacing report• Analyzed data from eMarketer, Kantar and ComScore to provide insights for client annual media planning meeting• Utilized DoubleClick Reporting and Campaign to place and monitor 100 ads being served across 15 media vendors• Assisted team members to create three-month campaign through AdWords Editor and Facebook Power Editor

Pittsburgh, Pa, Us

• Assisted customers with merchandise, communicated store specials, and informed about merchandise availability• Conducted daily inventory audit reports for $5,000 worth of merchandise to determine future inventory need

Pittsburgh, Pa, Us

• Researched and compiled data on funding and growth for 80 companies that originated at the university• Created a set of database best practices regarding naming conventions and data entry for 10 employees • Employed marketing tool Hubspot to create persona-segmented email campaigns, landing pages, and forms

Pittsburgh, Pa, Us

• Planned and advertised 25 diversity programs to engage first year students in the university community• Trained 10 resident assistants on how to effectively enforce and document university policies• Nominated by director, residents and staff members for Rookie Resident Assistant of the Year 2015

Berlin, Berlin, De

At Gourmesso I had the opportunity to assist in projects and internal data analysis related to various online marketing channels. Having recently entered the US market, Gourmesso is working to create brand awareness and loyalty in the area of Nespresso compatible capsules. Working in an international office not only provided me with insights on global business, but it also allowed me to experience work culture of an international office. Daily Tasks Included-UtilizedMoz, SEMrush and Majestic to analyze trusted backlinks to improve Search Engine Optimization and page authority-Extracted data from Google AdWords and Analytics to prepare daily Marketing Reports-Assisted marketing manager to create paid advertising campaigns on Google Adwords and Bing-Negotiated Cost per Acquistion deals with remarketing and display advertisers-Worked with affiliate partners on Commission Junction to promote our products by creating exclusive deals with retailers such as Groupon, Coupons.com and Savings.com-Contacted offline retailers to negotiate deals in order to improve presence offline -Learned about necessary steps to take when introducing a new product into existing markets-Edited and created 15 pieces of content for Gourmesso blog and United States social media pages-Assisted creative director in creating headlines and Calls to Action for display advertisements