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Work Background
Harbor ComplianceManager, International Administration
Apr. 2024 - May. 2025Lancaster, Pennsylvania• Lead offshore team productivity boost, adding new responsibilities and filing types • Manage on-site documentation and notarization, achieving over 99% SLA consistently • Support product team as SME, enhancing cross-functional collaboration and service quality • Facilitate knowledge transfer globally, integrating new procedures and best practices • Improve international workflows, reducing complexity and enhancing accuracy
Harbor ComplianceManager, Nonprofit Services
Feb. 2022 - Dec. 2024• Led team through busy seasons, boosting efficiency and performance • Collaborated across departments for business insights, enhancing systems • Streamlined nonprofit processes, improving efficiency significantly • Managed Corporate Services operations for 26 months, leading team • Consolidated satellite office, reducing costs and improving efficiency • Acted as interim manager for Corporate Services from 2022 - 2024
Harbor ComplianceTeam Lead, Nonprofit Services
Apr. 2019 - Feb. 2022• Led team of 9 in processing 1500 monthly nonprofit registrations, enhancing efficiency by 50% • Streamlined project intake, cutting cycle time by over half for improved workflow • Guided team goal-setting using data-driven insights, optimizing performance • Influenced software development with strategic business input, aligning with operational needs
AccentureBusiness Operations Specialist / Service Delivery Lead
Oct. 2016 - Apr. 2019New Holland, PA• Led 18 FTEs across two countries to manage 280,000 warranty claims with 3-day cycle time • Ensured 98+% quality scores by providing technical expertise in warranty claims processes • Conducted training sessions onsite and remotely, enhancing team skills and performance • Reduced total open receivables by over $1M and aged receivables by a significant margin • Reported team production metrics to client leadership, driving informed decision-making
BCforwardConsultant
Jan. 2016 - Oct. 2016New Holland, PA• Committed to facilitation of transition to new management through reporting and subject matter expertise • Developed, prepared, and executed group and one-on-one training face-to-face meetings, webinars, and email • Confirmed adherence to client policies, guidelines, and procedures • Identified issues and risks in claims processing procedures; coordinate and execute mitigation plans
AstadiaProject Manager
Feb. 2015 - Jan. 2016New Holland, PA• Managed a team of 16 FTE warranty claims processors and project administrators in the administration of over 340,000agricultural and construction equipment claims annually • Met or exceeded daily, weekly, and monthly metrics through strategic allocation of resources and streamlining of processes and procedures • Slashed onboarding time for new hires by 80% through streamlined onboarding and training processes • Developed and executed training program for assessors through one-on-one and group training
AstadiaProject Administrator
May. 2014 - Feb. 2015New Holland, PA• Served as warranty expert in support of warranty claims processing team and Junior Team Leaders • Wrote complete training manual adopted for use by staff from time of hire through promotion to Team Lead • Created and developed training manuals and modules for team of 18 claims processing and claims inquiry FTE • Trained client’s field staff in client-facing and internal warranty systems
Astadia (formerly Idea / Ajilon Consulting)Senior Team Lead
Jan. 2009 - May. 2014• Content specialist for global client interface redesign • Conducted webinar presentations to dealers and assisted in the development of training programs • Resolved dealer warranty and system concerns • Collaborated with team of 4 on development of comprehensive training program for new talent
idea GSC (formerly Ajilon Consulting)Help Desk Specialist
Aug. 2008 - Jan. 2009New Holland, PA• Resolved customer problems with navigation of a new warranty system • Proactive resolution development • Administered customer satisfaction surveys
Event Engineering & OperationsSupport Staff/Co-owner
Jan. 2002 - Jul. 2008
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