Ensure ongoing Accessibility compliance with quality and industry regulatory requirements for all of Pearson's Higher Ed products. Produce and lead training for new processes and tools. Coordinate with Accessibility testing experts to facilitate cost effective review and reporting. Support the project management software and our changing requirements to ensure continued data quality.

Partnered with department managers to gather database requirements for their project tracking needs. Became the department's SME for their Microsoft Dynamics 365 ERP/CRM and their Cherwell ITSM tool and built user dashboards with dynamic queries in both products. Lead team training as well as database enhancement meetings with Cherwell development staff. Provided representation and project tracking at weekly Software Deployment Governance meetings for the department.

Role responsibilities:• Completed team member ticket requests adhering to business and client requirements.• Completed in depth research for internal application teams and produced actionable reports.• Validated legacy file transmission entries' documentation for use by client-facing migration staff.Subject matter expertise utilized and/or developed:• Data transfer protocols such as FTP, SFTP, NDM (Connect Direct), as well as internal connection methods. • Strong understanding of PGP encryption and best practices for password and/or key authentication.• Microsoft Excel, Access, and SharePoint proficiency and team member training.• Legacy file transfer service UNIX environment research methods.

Role responsibilities:• Moved thousands of file transfer connections for hundreds of clients to new middleware software.• Managed a queue of clients with unique file transfer needs, client-side business requirements, and internal application considerations.• Served as data analyst cleaning data from the legacy file transfer solution for myself and fellow team members.• Addressed internal resources to ensure client TEST and PROD file transmissions will be received and processed as required ahead of Go-Live. • Provided exceptional hyper-care following activation of new file transfer solution specifically relating to production files.Subject matter expertise utilized and/or developed:• Data transfer protocols such as FTP, SFTP, NDM (Connect Direct), as well as internal connection methods. • Strong understanding of PGP encryption and best practices for password and/or key authentication• Microsoft Excel, Access, and Exchange proficiency and team member training• Customer relations and conflict de-escalation

Customer service professional supporting Canadian BMW/MINI Financial Services, their client complaint and warranty assistance program, and their lease transfer process. Completed client complaint reports and manufacturer defect assistance requests. Communicated federally required notices for vehicle safety recalls and directions for resolution. Assisted active and past BMW Financial Services clients in maintaining their BMW/MINI lease and loan accounts. Completed Credit Bureau report corrections on behalf of clients. Processed lease transfer contracts working directly with clients and retailer business managers to ensure regulatory compliance with Canadian credit bureaus and provincial registration.

Customer service professional supporting BMW North America’s complaint department and warranty assistance program. Completed new client on-boarding, client complaint reports as well as manufacturer defect assistance requests. Communicated federally required notices for vehicle safety recalls and directions for resolution. Supported both the inbound call queue and email queue. Strong use of conflict resolution, de-escalation methods, and documentation.

Coordinated organic producers’ certification process for the American (N.O.P.), Japanese (J.A.S.), and Canadian (C.O.R.) organic regulations. Reviewed producers’ Organic Certification Proposals and partnered with clients to resolve incomplete or unclear elements of their applications. Researched inputs to determine Organic compliance and communicated with regional certification inspectors regarding client certification applications.Highly detail-oriented position stressing communication and completion goals.