• Provide dedicated, high-touch, customer-centric support for complex department transitions, workforce mergers and acquisitions, consolidations, divestitures, and annual Open Enrollment activities• Target due diligence and analysis efforts in advance of organizational transitions to ensure alignment with business requirements as well as ensure potential issues are identified and mitigated• Partner with various enterprise teams and related stakeholders to fully document Open Enrollment onboarding processes for Contingent Worker hiring scenarios• Align process improvement efforts to low-hanging fruit with a target of reducing Agent Day 1 downtime • Create and maintain operational and department process maps for onboarding New Hire, Transfer, Rehire, and Conversion hiring scenarios as well as all known process exceptions• Document, design, develop, and maintain team portfolio of service catalog items, including user acceptance testing activities, ensuring alignment with IT Service Management best practices

• Partner with existing and new OEM stakeholders and subject matter experts to elicit and fully document Lead Management System, Inventory Syndication, and Reporting business requirements• Analyze and translate conceptual business requirements into functional requirements while ensuring alignment to existing platform capabilities and business outcomes as well as traceability back to business requirements• Create high-level and detailed current state and future state process workflow diagrams and wireframes to set business, project, and development teams expectations• Support and facilitate OEM management requests for prioritized ad hoc data analysis and targeted investigations of lead source providers• Vette all new lead source providers to ensure the consumer activity driving the lead web form is fully understood, documented, and complies with existing OEM business rules• Leverage CPDE background to implement new and optimize existing business processes• Form trusted and collaborative business and working relationships with internal delivery teams, leadership, and OEM stakeholders

• Deliver best-in-class consultation, training, and support services to global business partners and proprietary clients; application trainings and short-term projects with Unilever, Tech Mahindra, ISM Canada, Marriott, and Cisco Advanced Services• Proactively research ServiceNow and Cisco Prime Service Catalog release documentation for new features, benefits, and changes to existing tool capabilities; update existing training collateral and perform knowledge transfer to all internal subject matter experts and stakeholders• Explore and cultivate all aspects of Internet of Things (IoT) to determine cost and effectiveness of creating new internal company practice; proactive review of Gartner and Forrester research, attend trade shows to create and cultivate new IoT business contacts; present findings to internal leadership team on quarterly basis• Collaborate with leadership team and key stakeholders to document and optimize New Hire Onboarding/Offboarding and New Product Offering business processes

• Facilitated end-to-end process of onboarding services into Cisco's centralized storefront of internal services and apps; coordinated and led geographically diverse and cross-functional business and development teams, ensured all business and system requirements met business outcomes and delivered immediate customer value• Defined and drove business objectives and outcomes; proactively met with all project stakeholders to fully analyze existing processes and procedures, created detailed ‘future-state’ process flows while ensuring overall business program objectives were aligned and achieved• Ensured business requirements were properly vetted and adjudicated, fully analyzed, documented, business-approved, and instilled with holistic IT Service Management best practices• Translated complex business and technical requirements into confident, functional specifications and solutions; partnered with IT to deliver agreed solutions while optimizing and streamlining internal end-to-end business processes through continual service and process improvement efforts• Created comprehensive UAT test plans to mitigate design, service form, and provisioning issues; ensured test plans completed by business and services defect-free prior to Production release• Partnered in developing lightweight governance models and standards for all services being onboarded• Provided post go-live Level 2 support and knowledge transfer sessions via warranty phase; updated and optimized all documentation and business collateral

• Performed Business Analysis, IT and Business Service Catalog Management, and Service Designer roles for IT Service Management Office• Collaborated with business units and service owners to ensure services met business goals and requirements• Partnered with stakeholders to fully document business requirements; created and documented well-defined, repeatable, and sustainable service lifecycle processes utilizing ITIL holistic approach and IT Service Management best practices• Actively engaged customer focus groups for service form and user experience feedback; linked improvement efforts to Continual Service Improvement process • Reduced support team incidents 60% by authoring and publishing Request Fulfillment and Incident Management knowledgebase solutions• Coordinated test cases for fulfillment teams and customers during user acceptance testing

• Provided superior 24/7/365 Level 1 support to 28K+ customer base • Consistently led First Contact Resolution and Customer Satisfaction metrics • Proactively researched, authored, and published Knowledge Management solutions• Troubleshoot and resolution of Incidents and Service Requests

• Designed and implemented network of superior reporting tools• Recommended solutions to critical business needs• Researched and identified current key market trends and areas with potential growth opportunities as aligned to business• Monitored poor performing business areas and developed decisive corrective actions• Enhanced quality and integrity of reporting portfolio by automating and streamlining reporting processes

• Negotiated and managed corporate inventory levels for $14M Men’s replenishment areas• Interfaced with customers to identify key business needs• Documented procedures, aided in user certification, and implemented aggressive recommendations focusing on under-penetrated zones• Managed design and implementation of retail and vendor sales databases