Experience

Momentive.ai

• United States
• Internet Publishing
• 500 - 600 Employee

• Renewals Manager

  • Oct 2021 - Present

• Billing Advocate, product support for billing and payments

  • Jun 2018 - Sep 2021

  • Coordinate directly with Legal, Finance, Tax Consultants and other Stakeholders if needed, to help resolve any issues in a timely and efficient manner and to ensure revenue isn’t negatively impacted by changes to existing workflows• Research, understand and identify processes to reproduce, review and find solutions to complex bugs and issues to support stakeholders on Product, Finance, Engineering, Global Payments & Risk, Customer Ops, CSE and Growth• Work with Stakeholders to identify, specify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues• Work cross functionally within the organization to ensure improvement in process alignment• Troubleshoot and finding solutions for customers and Customer Ops incidents by providing clear information in a timely manner• Maintain and improve the content of the billing treehouse page • Implement new procedures and workflows to drive continuous improvement to identify action required in order to achieve business objectives • Develop high quality, efficient, clear and detailed documentation using Jira and Confluence • Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports• Mentorship of new hires within the Billing team • Minimize costs for the business through review and audit internal content • Work on projects to elevate team operations’ productivity including adapting workflows Show less

• Senior Customer Engagement Representative

  • Feb 2018 - Jun 2018

• Customer Engagement Representative

  • Sep 2016 - Feb 2018



Pfizer

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Procurement Coordinator

  • Nov 2014 - Sep 2016

  Markets: UK, IRE, DE, AT, CH • Reviewing and approving incoming Purchase Orders for the European Pfizer network in line with market processes and agreed SLAs. (Ariba SAP, Oracle and SAP Production ERP) • Ensuring commodity, contract and preferred supplier compliance, in accordance with established guidelines and company policies • Resolving quality and service issues with appropriate person; escalating to appropriate contact when necessary (ticketing system) • Participating in Web-Ex meetings for global projects: standardization of P2P process, Vendor Maintenance • Managing, tracking and escalating payments life cycle (P2P) where appropriate • Generating periodic and effective Management Reporting data (MS Excel – pivot tables/v-lookup) • Vendor Maintenance, Database Management • Training of new team members across all aspects of the Department • Investigating and resolving purchase order discrepancies as identified on Invoice on Hold (IOH) to include reporting on, and the implementation of permanent solutions to prevent recurrence • Coordinating all processes with the European Accounts Payable and Issue Resolution Teams • Accounts Payable (SAP, APIQ, Taulia) • Excellent Customer Services – “Own It” recognition • Mailbox administration Show less



The Northbrook Clinic

• Ireland
• Medical Practices
• 1 - 100 Employee

• Dental Technician

  • Jul 2013 - Oct 2014

  • placing orders for dental products • scheduling appointments • construction of custom made restorative and dental appliances • placing orders for dental products • scheduling appointments • construction of custom made restorative and dental appliances



Interaction Europe

• Ireland
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Representative

  • Aug 2011 - Jul 2013

  • Providing support to Italian pensioners in English and German who receive their pension outside of Italy • Investigating, reporting and escalating where appropriate, cases of nonpayment /delayed payment to customers • Providing ongoing customer support regarding the status of the pensioners’ payments • Updating pensioners’ payment details on CRM system to include chosen currency information • Dealing with customer e-mail and telephone queries and processing same in line with internal company policies (adhering to the internal AML/data protection/complaints handling procedures as applicable) • Using GPP for payment information and general database information • logging calls and opening investigations relating to missing payments, and processing the re-issue of payments via STARS • Using CMS to send out pensioner related communications • Utilizing features of SharePoint to provide Citi staff with updated information regarding their customer base • Participating in online customized Citibank training sessions, relating to AML, Anti-bribery & Corruption, Data Protection, Complaints Handling • Responding to client queries/complaints in an efficient and timely manner whilst adhering to the requisite internal policies Show less