Experience

Mitchell International

• United States
• Software Development
• 700 & Above Employee

• Billing Operations Supervisor

  • Feb 2017 - Present

  Billing Operations SupervisorSupervise the daily billing and order processing operations for the APD Repair division of Mitchell International. Audits, testing new processes, and working with internal teams for better visibility, scalability, and automation ability.• Work with internal teams for better visibility, scalability, and automation, including the SalesForce and NetSuite NetSuite Teams, Sales, Finance, and Product and Product Managers• Oversee and validate Order to Cash year-end auditing• Audit of our top insurance accounts by reviewing contracts and comparing to our NetSuite and ESP billing systems• Manage Team of 5 (four in Chennai and one in headquarters); ensure we are delivering excellence to our internal partners and meeting SLAs; ensure SOPs are up-to-date, evaluate and coach team as needed to meet company goals• Oversee our Auto Repair Department’s monthly invoicing, knowledge of .csv loaders for NetSuite and training to come for .csv loaders for SalesForce• Verify month end tasks completed and update FloQast• Monitor existing daily, weekly, monthly NetSuite and SalesForce reports; create new reports as needed to ensure we are driving results• Lead by The Mitchell Way and foster an environment of commitment, engagement, and ownership by all team members, and continue to attend workshops and seminars on improving management skills• Initiate, contribute, and validate new workflows and improvements, such as working with Product and Project Managers to ensure new product implementation success and working with teams to correct issues• March 2017 Finance MVP: YE Audit Assistance• July 2017 Bronze Achievement Award: Product Launch Assist Show less

• Supervisor, Customer Relationship Group

  • Nov 2015 - Feb 2017

  11/2015-02/2017Manage the Frontline and Implementation Coordinator Teams to ensure quality service and SLAs. Coordinate with the Project Managers to determine implementation needs and drive prioritization to ensure teams meet project deadlines. Analyze and update current workflows for areas to improve clarity and efficiency. Utilize analytics to determine best team strategies. Guide team for career development.• Successfully managed Implementation Team (max 6) to continually meet large project deadlines working in conjunction with Project Managers, Insurance AOMs, and Account Management Teams.• Managed Frontline (customer service team, max 4) to ensure our customers inbound calls, cases, and emails were handled efficiently and with excellence.• Managed personnel, including assigning and overseeing work, training and development, interviewing, hiring and firing, approving time, and performance management• Drove continuous improvement through coaching and mentoring• Lead by The Mitchell Way and foster an environment of commitment, engagement, and ownership by all team members• Implemented process improvements by evaluating and developing improved plans; implement process improvements; revised and wrote workflows as needed• Managed bandwidth forecaster and hire das needed to ensure successful implementation of large projects• Managed team dashboards• Created reports and analyzed monthly team metrics to ensure team was meeting company goals• Managed Frontline, Implementation Coordinator, DRP and Insurance, and Account Management Playbooks. Initiated a project to improve them with new technology and better search capabilities• Utilized reporting and marketing to increase customer registration to our Customer Portals. • Oversaw successful weekly implementation of our Robocall system• Continually developed and improve workflows to ensure top-notch customer service (our service CES scores are regularly over 95%) Show less

• Account Manager II

  • Sep 2013 - Apr 2016

  Mitchell International, San Diego, CA 09/2013–04/2015Industry leader providing unparalleled breadth of technology, connectivity and information solutions to the Property & Casualty claims and Collision Repair industriesAccount Manager IIAnalyze trends to plan and execute Territory Plan to drive team successfully towards company goals. Successfully negotiate complicated customer situations to a fair conclusion by communicating with customers and coordinating with internal teams. Developed and implemented NetSuite and Excel reports gaining insight into the details of large corporate accounts. Regularly contribute feedback and provide creative input to improve workflow processes. Panel interviewer for department job applicants. Continually drive AR collection.• Researched and implemented BBB workflow bringing company score from an F to an A• Successfully implemented solutions for contract subscription and billing auditing for two large corporate clients (283+ shops each) • Q3 2014 CRG Territory Award • Q4 2014 CRG Account Manager Award • Q4 2014 CRG Star Award• CRG Impact Player Award 2014• Q2 2015 CRG Territory Award • Q2 2015 CRG Account Manager Award • Q3 2015 CRG Account Manager Award • ADP Repair Customer Relationship Team MVP 2015 Show less



Bent Creek Germplasm Repository, NC Arboretum

• Asheville, North Carolina Area

• Research Technician/Temp Lab Manager

  • Dec 2010 - Jun 2013

  Bent Creek Institute, NC Arboretum, Asheville, NC 12/2010–06/2013 The North Carolina Germplasm Repository laboratory identifies and produces research grade botanical samples and extracts for researchers to discover, develop and validate natural medicines and integrative strategies for human health and wellness. Translating these research innovations into sustainable economic advantage for our region. Lab Manager (Temp)/Research Technician Isolated fungal endophytes utilizing aseptic techniques, prepared isolates for extraction and storage. SOP and protocol development. Experiments: performed 96-Well and Zone of Inhibition bioassays, collected and recorded data; database management. Managed and maintained biohazardous lab: Organism culture and storage; media preparation; handled hazardous chemical and organism waste (Biolevel 1 and 2) according to standard practices. Assisted with field plantings, plant transfers, seed collection, seed cleaning and plant voucher mounting. Directed volunteers on endophyte-related tasks. • Poster: 2012 International Congress on Natural Products Research 2012: Developing a Natural Products Extract Library Based on the Biodiversity of the Southern Appalachian Mountains. James T. Lyles, Jeff A. Levi, Catherine M. Clark, and Joe-Ann H. McCoy. • Project and database management with consistently met deadlines for bioassay project • Researched, developed, and implemented protocols Show less



Utah State University

• Higher Education
• 700 & Above Employee

• Research Assistant

  • Jan 2008 - Aug 2010

  Utah State University, Logan, UT 01/2008–10/2010 Highly recognized entomology-based research lab specializing in systematics, phylogenies, and biogeography, led by James Pitts, PhD Research Assistant (all semesters)/Teaching Assistant (one semester) Researched insect visitors/pollinators of 12 rare plants in a desert oasis environment. Observed and captured insects for identification; collected, identified, and analyzed pollen to determine pollinator likelihood for each plant. Managed insect, pollen, and data information databases; performed a pollinator suite comparative study of a rare plant versus a common one, including statistical analysis; delivered interesting and successful presentations; lab TA (Fall 2009) • Publication: Tanner, D.A., C. Clark and J.P. Pitts. 2013. Pollination biology of Astragalus phoenix with notes on the natural history of its pollinator Anthophora porterae. Western North American Naturalist (in press). UAES 8412. • Presentations: Pacific Branch Entomological Society of America, Boise, April 2010; Intermountain Graduate Student Symposium, March 2010; Ash Meadows National Wildlife Refuge Symposium, Pahrump, NV, February 2010 • Technical Reports: Pollinator Study Annual Report 2008 and 2009: Biological Investigations to Aid in Habitat Restoration Activities at Ash Meadows National Wildlife Refuge Tanner DA, Clark C, Boehme N, and Pitts JP • Poster: ESA Annual Meeting, November 2008 Insect interactions of twelve rare plant species in Ash Meadows National Wildlife Refuge: Generalists or specialists? Catherine M. Clark, David A. Tanner and James P. Pitts Show less



US Department of Agriculture (USDA) Agricultural Research Service (ARS)

• Research Services
• 700 & Above Employee

• Biological Science Technician

  • Oct 2006 - Dec 2007

  USDA-ARS, Salinas, CA 10/2006–12/2007Agricultural research lab specializing in plant genetics and pathology, led by Ryan Hayes, PhD Biological Science TechnicianImplemented and managed greenhouse experiments from seed planting, disease inoculation, and plant maintenance, to DNA extraction, data collection and data recording. Organized and maintained lab; wrote new protocols for equipment and experiments and updated existing protocols; trained and managed student assistants.• Certificate of Merit: Exceptional Performance in Lettuce Breeding and Genetics (12/2007)• Designed and implemented method for easy and consistent disease rating• Designed and implemented a cost-effective and successful mister room for experiments• Prevented revenue loss by discovering and correcting a tax overage station wide Show less

• Biological Science Laboratory Technician

  • Mar 2006 - Sep 2006

  Worked in a microbiology food safety lab. Plated and made dilutions for irradiation experiments using human pathogens (excellent aseptic technique), recorded results (plate counting), maintained lab and supplies, prepared media and solutions, maintained cultures, and trained/supervised summer intern.