India Michaud

• Support cross functional teams to reduce operational loss through risk mitigation and process improvement
• Assess adequacy of internal controls, documentation, backup/redundancy, and disaster recovery procedures intended to ensure continuing and secure operations
• Promote operational risk monitoring and control culture
• Key Accomplishments:
• Perform analysis and provide information to the Risk Management Committee for senior level reporting, scenario analysis, audit, and ad-hoc related queries
• In response to material risk events, whether internal or external, conduct independent deep dive reviews and assessments to determine root cause(s), assess control environment, escalate issues and identify/monitor remedial actions to mitigate against the risk of future losses
• Support the business continuity lead in planning and coordinating mission critical Business Continuity/Disaster Recovery plans globally with the business units
• Contribute to developing the firm's operational risk framework including the design and project management for strategic platform enhancements
• Facilitate the Risk & Control Self-Assessment (RCSA) process by reviewing, challenging and supporting risk management activities

Train the business on Risk Mitigation Strategies and Salesforce Incident Management Reporting.

• Lead client implementations and ensuring the quality of all tasks outlined
• Drive timely completion of all projects by checking all phases of activities for quality and conciseness
• Maintain a satisfied clientele base by assuring implementations align with client expectations
• Completed over 200 implementations and work between 6-10 projects at a time
• Proficiently utilize systems; including but not limited to CASE, ePlan, iSeries, Remedy (ARS) and Salesforce
• Key Accomplishments:
• Ensuring that all applications (CASE, Lotus Notes, ePlan, and Remedy) are documented with contracted fees and SLA (Service Level Agreement)
• Securing client satisfaction by providing an educational tutorial of all features of their enrolled service
• Reducing operational losses by taking a detail-oriented approach to tasks and ensuring accuracy is maintained
• Driving collaboration with the internal business with agreed implementation deliverables and timelines
• Analyzing the needs and goals of new and existing clients for the transition and implementation of their new or existing services.

• Exercise exceptional communication abilities to execute contract deliverables and track project milestones with the Analyst
• Collaborate with staff to analyze inventory database and checked for accuracy and adherence to contract terms discussed with the client
• Quickly resolve issues impeding the completion of projects and implemented corrective actions
• Assist the Implementation Analyst to complete new and existing client vehicle uploads
• Key Accomplishments:
• Prepare meeting agendas, reports, project proposals, and other client communications or correspondence
• Increase client retention and satisfaction through delivering consistent superior service
• On-board new clients and services within 48 hours of finalized contract agreement.

• Confirm full compliance with client specifications through collaboration with internal and external customers
• Interface with vendors, dealers, and manufacturers to rectify vehicle order issues
• Key Accomplishments:
• Expertly utilize iSeries application to create and build vehicle model codes
• Serve as a liaison between internal departments to resolve issues regarding ordering, billing, license and title matters
• Decrease issues by validating the accuracy of specifications with vendors based on client needs.
• Interpreted clients' needs and introduced services to fit specific requirements.

• Manage clients’ accounts and oversee vehicle orders by checking for accuracy based on client's needs and requests
• Support fleet management activity using online fleet management tool, ePlan
• Key Accomplishments:
• Strategically managed 23+ automotive fleet accounts at one time
• Respond to client and driver inquiries related to fleet operations, account reporting and strategic planning.

• Develop reports to assist both the client and account manager with fleet related issues
• Key Accomplishments:
• Respond to client and driver requests within 24 hours to assist account manager with daily functions
• Assist Account Managers in cultivation of valuable relationships with current clients.

• Act as the support liaison and call center for Fortune 500 companies and small businesses
• Conduct research on driver inquiries to deepen understanding of client policies and vehicle procedures
• Key Accomplishments:
• Handle 50+ inbound calls daily, emphasizing a first call resolution approach to quickly address and correct issues to prevent escalation
• Areas of Expertise
• Project Planning
• Account Management
• Conflict Management
• Public Speaking
• Risk Management Analytics