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Skills

  • Risk management
  • Technical troubleshooting
  • Time management
  • Entitlement lifecycle coordination
  • Standard equipment
  • Multitasking in high-pressure environments
  • Business operations
  • Process improvement
  • KPI tracking and analysis
  • Customer service

Work Experiences

  • Achieved reduction due to process improvements.
  • Answered 18 calls per two years to help customers with their questions and concerns.
  • Achieved a conflict resolution time reduction of 18%.
  • Provided process documents in response to various people's requests for information.
  • Automated cross-check measures within the entitlement platform, resulting in a 39% reduction in erroneous license allocations in 2020.
  • Achieved an Innovation Award-winning recovery.
  • Conducted regular entitlement audits that uncovered 6 in lost revenue, improving overall revenue retention by 36%.
  • Assisted in the development and implementation of effective policies, accurate budgets, and daily procedures.
  • Completed within several months.
  • Collaborated with external auditors.

Summaries

  • Collaborative leader with experience in contract review.
  • Cross-functional collaborator experienced in resolving entitlement disputes.
  • Clear understanding of risk assessment and performance reporting as well as cross-functional collaboration training.
  • Strengths in budget management and strategic planning backed up by Miscellaneous training.
  • Boosted throughput by 63%.
  • Adept at integrating new software solutions.
  • Contributed to a 75% increase in team-wide productivity.
  • Achieved reductions through process enhancements.
  • Entitlement Coordinator who is well-organized and hardworking, with 16 years of experience and exceptional documentation and planning abilities.
  • Achieved a 17% reduction in erroneous license allocations.

Accomplishments

  • Documented and resolved framework which led to process.
  • Managed a team review of entitlement requests that resulted in a compliance error drop of 48% across 14 regions.
  • Directed system troubleshooting efforts, resolving 8 technical issues which improved overall system uptime by 65%.
  • Optimized the entitlement renewal process for SAP, increasing on-time renewal rates by 41% and reducing escalations.
  • Facilitated 4 entitlement renewals per quarter with a 83% improvement in renewal success and escalations management.
  • Led troubleshooting efforts to resolve complex entitlement system issues, enhancing system performance by 63%.
  • Presented quarterly performance reports to executives, showcasing a 38% reduction in escalated cases after workflow optimizations.
  • Collaborated with team of 10 in the development of initiative.
  • Developed and presented entitlement metrics dashboards for senior leadership, highlighting key compliance trends and a 70% reduction in errors.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified in the Governance of Enterprise IT (CGEIT) by ISACA
  • Data Quality Management Professional Certification (DQM) by Harbor & Co.
  • Data Security Compliance Association Affiliation
  • ITIL Foundation Certificate in IT Service Management
  • Enterprise Resource Planning (ERP) Systems Training
  • Certified Software Manager (CSM) Certificate Course through initiative
  • Society for Customer Success Managers (SCSM)
  • CRM Implementation Executive Council Membership
  • Jaycees
  • Society of Human Resource Management

Certifications

  • ITIL 4 Foundation Certification in IT Service Management
  • Certified Customer Success Manager (CCSM) by The Success League
  • Agile Certified Practitioner (PMI-ACP) by PMI
  • Cobit 5 Foundation Certification for IT Control
  • Project Management Professional (PMP) by the Project Management Institute (PMI)
  • Certified Business Analysis Professional (CBAP)
  • Certified Software Asset Management (CSAM) by International Association of IT Asset Managers
  • Certified Public Accountant
  • CompTIA Project+ Certification
  • Apple Certified Associate (ACA)

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