Mahealani Elias

**** ******* ****

Reno, NV *****

Cell: 775-***-****

acr413@r.postjobfree.com

Summary of Qualifications

Operations professional with 10+ years of experience within the online advertising and finance industries with specialization in contract and business law.

Problem solver skilled in change management, process improvement, training and Six Sigma. Exceptional understanding of business processes, systems and tools.

Subject matter expert in customer satisfaction, dispute resolution, strategic insight and a history of ensuring compliance with required policies.

Professional Experience

MICROSOFT ONLINE INC. Reno, NV

11/09 – 09/14

Program Manager – Account Resolution

Dispute resolution program management. Process, systems and tools lead for global team, drove process improvement initiatives and owned business insight delivery management.

Successes:

Drove significant improvement in dispute resolution customer net satisfaction rating 17% from fiscal year ‘11 to ‘12).

Year over year reduction in invoice disputes of 48% from fiscal year ’13 to ’14.

Increase in disputes resolved in SLA for global team from 78% to 91% from fiscal year ’12 to ’13.

On-boarded US, Canadian, Europe, Middle East and Africa teams to customer relationship management (CRM) ticket management system ensuring globally consistent workflow management processes.

Standardized metric reporting improving global and regional data collection and analysis capabilities.

Transitioned the global Account Resolution Team from a legacy dispute management tracking system to SAP.

Led conversion of key families of advertising agencies to customized billing processes; improving the customer experience and strengthening client relationships.

MICROSOFT LICENSING GP Reno, NV

06/06 – 11/09

Volume Licensing Collections Analyst

Management of large account reseller and distributor collections portfolios. Maintained relationships with AP and Finance teams of reseller and distributor partners to ensure consistent payment on large dollar receivables. Partnered with internal organizations to resolve payment blocking issues for portfolio organizations.

Successes:

Consistently maintained an average 95% or better current status on collections portfolio.

Increased average percent current by 4% year-over-year during tenure.

Formalized dispute management process to ensure accurate tracking of disputed items and resolution status.

Created up front confirmation process for at risk high dollar invoices to ensure timely payment and proactive handling of potential issues.

Partnered with systems teams to create waybill tracking tool enabling collections teams to instantly confirm invoice receipt by customers and effectively address top non-payment reason in the direct customer portfolios.

KELLY FINANCIAL at MICROSOFT LICENSING GP Reno, NV

06/05 – 06/06

Volume Licensing Collections Analyst

Managed high volume customer portfolio including independent software vendors, service license provider agreements and one off unique licensing structures.

Successes:

Created standardized dunning series and streamlined the communication process for emerging, enterprise direct, and services portfolios.

Identified by systems team as preferred pre-release testing representative.

Negotiated payment plan with financially distressed partners, protecting Microsoft revenue.

MANPOWER at FREIGHTLINER Portland, OR

04/01 – 10/03

Warranty Recovery Analyst, Operational Support Manager

Created, implemented, and maintained data entry procedures for new outsourced support department to warranty department. Served as liaison between repairing dealerships and suppliers of components covered under warranty. Analyzed warranty claim information and data. Determined and assigned responsibility for component failures to the supplier or appropriate department. Maintained current status of vendor claim billings. Documented information on supplier warranty coverages, payment history, and part return requirements. Recovered funds from dealerships for claims deemed to be non-warrantable.

Successes:

Managed 5-6 personnel in the processing of supplier reimbursements, dealership charges and company absorption of warranty coverages on client product.

Maintained data entry production standards and quality at Six Sigma level of accuracy.

Designed document tracking system reducing document loss rate from approximately 9% to less than 1%.

Education

MARYLHURST UNIVERSITY Marylhurst, OR

Currently enrolled - MBA in Sustainable Business Management

MARYLHURST UNIVERSITY Marylhurst, OR

BS in Business Administration

UNIVERSITY OF PHOENIX Phoenix, AZ

AA in Business

ALASKA JUNIOR COLLEGE Anchorage, AK

Paralegal Program

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