Jenni Cotto

• Led a team in implementing and maintaining IT solutions for multiple clients
• Developed and managed IT projects to optimize business operations and efficiency
• Collaborated with cross-functional teams to design and deploy custom IT solutions
• Analyzed and recommended software and hardware upgrades to enhance performance and security measures
• Help extend service delivery processes, technology, and information solutions across Industry Groups in support of improved client satisfaction and data integrity
• Coordinated planning and active communication with key stakeholders and business leaders
• Crafted, clarified or and/or articulated business cases for proposed solutions and workflows
• Ensured change management and adoption strategies and plans were in place
• Demonstrated the right level of functional and subject matter expertise for all solutions deployed in own Industry Group and/or region
• Developed and maintained knowledge and relationships focused on providing technology solutions related to the industry
• Facilitated the management, planning, piloting, and governance of technology demand prioritization within assigned business areas so that delivery is coordinated and optimized

• Led cross-functional teams in the development of eMobility infrastructure, including charging stations and network expansion.
• Managed multiple eMobility projects from concept to completion, ensuring timely delivery and budget adherence, specifically in OEM space.
• Coordinated with partners and utility providers to secure permits and incentives for eMobility deployment projects.
• Implemented data-driven strategies to optimize eMobility operations and improve client and partner experience.
• Developed partnerships with electric vehicle manufacturers, suppliers and partners to enhance service offerings and drive market penetration.
• Streamlined internal processes and workflows to increase efficiency and scalability within the eMobility division.
• Improve the existing processes and procedures related to Project Management and ABM audit requirements
• Analyzed data from eMobility project management constraints to optimize performance and identify areas for improvement.
• Developed and managed budgets for eMobility projects, ensuring cost-effective solutions and timely delivery.
• Supported eMobility by developing best practices internally to streamline Program management, specifically GMC.
• Conducted project assurance reviews with clients and partners
• Accurately forecasted cost & revenue monthly/quarterly/annually
• Provided executive leadership with process improvement recommendations & solutions
• Prepared reports containing program summary, observations & recommendations
• Built and maintained partnerships with clients, industry group suppliers & providers
• Cultivated a fun yet trusting environment for team members to thrive in
• Prepared and enabled training scenarios for multiple teams, including internal and external stakeholders
• Provided platform use case support and pre-consulting within ABM
• Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
• Conducted regular meetings with team members and partners to review progress and address any issues or concerns arising from the program execution process.

• Liaison between client expectations and industry deliverables
• Interfaced with leadership to facilitate change management and procedural implementation
• Developed Client C.A.R.E program to support customers from development to solution
• Reduced collections reserve by 59% in 2021 fiscal and improved client retention by 26%
• Implemented new C.A.R.E partner (Olive & Cocoa)
• Responsible for strategic planning & execution related to client retention
• Exposed and mitigated business vulnerabilities regarding client experience
• Collaborated with cross-functional teams to deliver exceptional client service and support
• Developed and implemented strategies to improve customer satisfaction and retention
• Managed client relationships, addressing concerns and resolving issues in a timely manner
• Created personalized client success plans to drive engagement and loyalty
• Participated in client onboarding processes, Program ramp-up to ensure a smooth transition and successful integration
• Analyze customer feedback and data to identify areas for improvement and implement solutions
• Provide technology demonstrations to clients to ensure proper utilization and satisfaction
• Maintain accurate records of client interactions and transactions for reference and reporting purposes

• Developed office operational guidelines for staff members increasing efficiency by 18%
• Renegotiated vendor contracts, implement supplies control, and standardize ordering procedures
• Performed basic accounting functions including monthly reconciliation
• Audited vendor billing, corrected errors, and remedied inefficiencies to yield overall savings
• Managed; fleet, purchasing and inventory

Supported forecasting of annual plan for revenue and cost

• Reviewed core and municipal project estimates for deficiencies
• Monitored staff performance and provided feedback for improvement
• Provided support to other departments as needed to meet organizational goals
• Performed periodic audits of operational processes in order to identify potential risks or areas of improvement
• Prepared reports on operational performance metrics and presented them to management team
• Developed and implemented standard operating procedures to ensure efficient workflow
• Managed critical client services and retention with extensive focus on long term partnerships
• Identified areas of improvement and developed strategies to increase efficiency
• Led crisis management efforts, minimizing operational disruptions and maintaining business continuity

• Generated and reviewed daily, weekly, and monthly reports
• Maintained contractual agreements
• Contributed to an overall culture improvement by leading and encouraging employees
• Restored core company models to influence proactive attitudes and logic
• Prepared estimates under 50k and reviewed estimates up to 250k
• Implemented monthly safety meetings accompanied by “Toolbox Talks” or field safety inspections
• Created documentation outlining operating instructions for staff members
• Coordinated maintenance and repair schedules for equipment, ensuring minimal downtime
• Coordinated daily operations activities and assigned tasks to staff members
• Analyzed data to identify areas of improvement within the business.
• Maintained accurate records of all operational activities
• Sourced vendors for cost-effective materials needed for production
• Liaised between customers and management to ensure smooth operations delivery
• Reviewed daily financial reports and reconciled accounts to keep information current and accurate

• Responsible for day-to-day service operations
• Maintained annual contract renewals, schedules, purchasing, warranty, and inventory
• Organized client startup meetings, project kick-offs, quarterly functions, and monthly safety meetings
• Generated service estimates up to 25k
• Provided support to field technicians during service visits when necessary
• Reviewed invoices for accuracy prior to submission for payment processing
• Conducted regular meetings with departmental staff to discuss current initiatives and projects
• Handled incoming calls and inquiries from customers regarding services offered
• Coordinated service schedules and appointments with clients.
• Managed inventory levels of parts used in servicing equipment
• Obtained paperwork from the field and distributed to appropriate departments for processing
• Assisted with billing and invoicing for services rendered