Team-oriented who works well in a collaborative environment, yet thrives on work task achievements. Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Hardworking and passionate job seeker with strong organizational skills eager to secure this position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Remote Internal Communications
Uber Technologies, Corporate Office
02.2016 - 03.2023
Rated Top 10 Experts of the Southeast region for " Expert Helpfulness".
An original member to assist the launch and build Uber Technologies Corp. In Person Support presence in Tampa Bay 2016.
Resolving high demand risk inquires in Tampa, Florida market in duration of tenure.
Ability to work in high demand with minium supervision
Sales, account management experience
Demonstrated ability to problem solve and troubleshoot
Effective communication skills with the ability to interact and connect with many types of personalities
Worked across departments and are responsible for communicating and collaborating with others.
Provided primary customer support to internal and external customers.
Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Answered customer telephone calls promptly to avoid on-hold wait times.
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Processed customer service orders promptly to increase customer satisfaction.
Handled customer inquiries and suggestions courteously and professionally.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Developed customer service policies and procedures to meet and exceed industry service standards.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Promptly responded to inquiries and requests from prospective customers.
Developed and updated databases to handle customer data.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Behavioral Health Specialist Aid
Scharfeld Care Solutions Inc
02.2018 - 11.2021
Contributed to program development initiatives aimed at improving service delivery within the organization''s behavioral health division.
Maintained accurate documentation of client progress and treatment plans in compliance with organizational policies and legal requirements.
Conducted thorough assessments, identifying underlying issues contributing to clients'' behavioral health concerns.
Served as a mentor for new behavioral health specialists, sharing knowledge and expertise to support their professional growth.
Merchandising Specialist
Sea World Employment Center
03.2012 - 11.2016
Assembled quarter and full-size point of purchase promotional displays.
Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Established strong vendor relationships to maintain and support business.
Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
Conferred with store managers to obtain information about customer needs and preferences.
Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
Maintained product inventory and reordered items.
Answered customer questions regarding store merchandise, department information, and pricing.
Worked with managers and advertising directors to optimize promotions.
Supplied daily support to buyer and assistant buyer.
Inspected merchandise for quality and arranged proper display location on floor.
Lead (Head of Internal Communications) – Internal Communications, Knowledge and Technical Writing at Kāinga Ora – Homes and CommunitiesLead (Head of Internal Communications) – Internal Communications, Knowledge and Technical Writing at Kāinga Ora – Homes and Communities
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.