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.

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.
• 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.
• 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.
• 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.
• 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.
• Developed BPO performance requirements and assist with negotiations for annual vendor contract.

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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..

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.

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.