• Improved operational efficiency by creating and documenting detailed process workflows in Confluence, which reduced training time for new hires.• Liaised between application users and the technology team by investigating reported issues, reproducing errors, and delivering detailed findings and documentation to escalate issues and facilitate seamless implementation of corrections, updates, and workarounds.•Demonstrated strong communication and problem-solving skills, maintaining up-to-date knowledge of products, services, and company policies to accurately educate users on features, usage, and troubleshooting, handling an average of 40-50 customer interactions per day.• Proactively identified and resolved customer issues, complaints, and escalations through various communication channels, collaborating with other departments when necessary and achieving a first-contact resolution rate of 95%.

• Organized and chaired PMO meetings to ensure adherence with set project goals, while communicating project status with management.• Resolved billing issues resulting in strengthening supplier relations. • Administered an annual SGK budget of $11.76M and invest budget of $2.5M. • Created and reported local and regional level KPIs. Ensured utmost accuracy in processing invoices for 30+ people on a 3rd party contract.

Played a key role in launching and operationalizing the company's flagship internal vehicle lease delivery center, developing, and implementing streamlined processes from the ground up that optimized efficiency and ensured seamless execution of lease transactions for various employee types. Served as interim manager at Corporate Vehicle Services facility during manager transitions, overseeing daily operations and consistently surpassing department KPIs. Liaised with dealerships regarding courtesy deliveries, employee purchases, and completion of major warranty repair work. Steered beta tester during the rollout of an electronic plating system in cooperation with 3rd party provider. • Planned and executed a new process for plating lease vehicles and ensured a smooth implementation in collaboration with team members, third-party vendors, and county representatives.• Transformed the plating process in Michigan which reduced vehicle delivery by three weeks resulting in reestablishing relationships with the local dealers. • Trained and guided a team of specialists to enhance performance and productivity.• Identified and implemented an alternative solution for lease car payments for employees on leave resulting in an average savings of $2,000 a month.• Resolved billing issues resulted in strengthening supplier relations.• Leveraged excellent investigation skills and contributed to saving approximately $144K /year by creating and implementing a vehicle recovery process for terminated employees that allowed faster surrender and grounding of vehicles.

• Updated and maintained internal and external websites, resulting in an increase in user engagement and a more streamlined user experience.• Spearheaded the "Train the Trainer" program across all departments, ensuring a consistent and effective knowledge transfer that improved overall team performance and morale.• Successfully planned and supported corporate events, ranging from small team-building activities to large-scale conferences, ensuring all events ran smoothly and achieved their objectives.• Developed comprehensive internal training materials that generated excitement for the event, boosting participation and engagement. • Performed a variety of administrative duties with precision and attention to detail, contributing to the seamless operation of the office and supporting executive staff as needed.