Whitney Howard Email and Phone Number

o Strategic leader, advisor, and key stakeholder within our global financial system transformation programo Responsible for overseeing a Contract to Order group that contributes to a $2 billion+ book of businesso Spearheaded strategic planning initiatives resulting in an 80% reduction in cycle time and 50% improvement in operational efficiencyo Partners with Technology, Legal, Finance, Pricing, Sales and other Business leaders to deliver results and improve processing across our billing and contract management infrastructureo Leads cross-training activities, knowledge transfer among multiple countries and business units, quality and compliance audits, hiring and promotion/development opportunities

Key Skills: Leadership | Problem Solving | Communication | Change Management | Business Analysis | Process Improvement | Project Management• Created strategies to improve business process, speed to execution, accuracy and internal/external client satisfaction • Analyzed complex and diverse contractual issues in conjunction with sales initiatives• Key stakeholder within M&A, contract, pricing and billing transformation • Prepared and deliver metric-based reporting• Worked cross functionally with Product Managers, Product Owners, Business Leads, Quality Assurance and Architects on various C20 projects including application testing, implementation, enhancements / upgrades, new functionality investigation and deployments• Served as liaison between Verifier Boarding, Sales, Billing, Finance, Pricing, Legal and Technology regarding issue resolution and process improvement initiatives• Manages and evaluates escalations and audits to report on results, trends, progress, and make recommendations• Performs lead responsibilities in area of expertise and special projects• Promoted to manage the Verifier Boarding Contract to Order group

Key Skills: Leadership | Problem Solving | Communication | Change Management | Business Analysis | Process Improvement | Project Management• Strategic leader and advisor to the Sales Contract Analysts who execute contract analysis, data attribute identifications, transcribe contractual billing terms, and are C2O system subject matter experts within the global financial system transformation• Create strategies to improve business process, speed to execution, accuracy and internal/external client satisfaction • Analyze complex and diverse contractual issues in conjunction with sales initiatives• Prepare and deliver metric-based reporting• Works cross functionally with Product Managers, Product Owners, Business Leads, Quality Assurance and Architects on various C20 projects including application testing, implementation, enhancements / upgrades, new functionality investigation and deployments• Serves as liaison between Employer Sales, Billing, Finance, Pricing, Legal and Technology regarding issue resolution and process improvement initiatives • Performs proactive quality audits/analysis of cases and workflow management of Sales Contract Analysts• Manages and evaluates escalations to report on results, trends, progress, and make recommendations• Performs lead responsibilities in area of expertise and special projects

Key Skills: Problem Solving | Requirements Gathering | Change Management | Leadership | Process Improvement | Project Management•Assisted with the global transformation of our contract and financial systems • Worked cross functionally with Product Managers, Product Owners, Business Leads, Quality Assurance and Architects on various C20 projects including audits, application testing, implementation, enhancements / upgrades, new functionality investigation and deployment•Developed and maintained training materials• Lead presentations and workshops to educate teams across several business units and drive transformation • Performed audits for contract/financial data accuracy • Used various contract, billing, and project management systems including Contract to Order, Workfront, Jira, Product Pricing Catalog, Salesforce and Customer Hub • Investigated contract interpretation issues to proactively resolve billing and pricing issues • Worked special projects as assigned •Provided reports on project statuses to leadership•SME on C2O system, contract language interpretation and charge offer selection•Promoted to manage the Sales Contract Analysts

Key Skills: Client Relationship Management | Account Management | Communication | Problem Solving | Project Management• Point of contact for Account Managers and clients (verticals include 10 Account Executives and 300+ clients)• Assisted with complex billing issues• Participated in client meetings such as educational workshops and demos•Developed client action plans in partnership with the Account Executives and managed to completion•Acts as the Account Executive for accounts in AE absences •Product expert for external and internal stakeholders•Performed lead responsibilities in area of expertise, special projects and related duties as assigned•Managed and evaluated client escalations to report on results, trends, progress, and make recommendations•Interim Strategic Account Manager for Banking and Education vertical accounts•Advanced from assisting Inside Sales book of business to Strategic and Major accounts only

Key Skills: Analytical | Customer Service | Problem Solving | Adaptability • Analyzed, resolved and distributed HRIS/product technical related tickets• Investigated and resolved client technical, application, or data-related inquiries/issues • Received and professionally responded to telephone and written inquiries from internal/external clients regarding Equifax products• Lead projects to completion for internal and external stakeholders• Researched data file issues regarding internal/external employee records/data• Troubleshoot internal/external issues using different production and support applications• Consulted clients and staff regarding workforce solution products • Managed and investigated access for all products• Seek opportunities to up sale during technical assistance

Key Skills: Time Management | Process Improvement | Analytical | Communication | Six Sigma • Organized tickets related to HRIS/product technical issues and assigned to various support teams accordingly•Open tickets for issues regarding I9 and compliance sent by internal and external clients•Triaged internal and external client inquiries both written and oral •Documented, investigated and tracked request progress through resolution•Created training manual and new processes for the team to increase new employee training satisfaction (PROJECT)•Trained all new Technical Analysts on process and product knowledge• Saved the company $15,600 per year• Promoted to Technical Product Consultant and received Six Sigma Green Belt

Key Skills: Customer Service | Team Work| Communication• Verified candidate income information for employment/social service verifiers•Handled disputes regarding Equifax employee data sent over by HR•Verified billing issues regarding HRIS products and candidate employment history and data •Multi-tasked while handling heavy call volumes•Created and distributed technical tickets for complex data issues and login investigations•Used various applications to resolve employee data issues•Authorized all users following security procedures before granting access to Equifax product services•Trained agents on opening technical tickets sent from various Human Resource teams•Handled escalated calls from agents•Promoted to Technical Product Analyst

• Provided exceptional customer service by handling customer calls in a timely and efficient manner•Sell reservations for offices nationwide•Consistently met established performance and quality standards•Provided customers with thorough explanation regarding inquires