• Responds to external or internal customer’s requests via email, Dashboard, telephone or mail, providing superior service.• Analyzes requests, provides information requested or ascertains to direct requests and unresolved issues to the designated resource.• Analyzes transactions, reconciles customer accounts, corrects records, and adjusts errors.• Traces status of orders through Shipping Department utilizing World Ship/UPS search engines.• Resolves customer questions related to orders, prepares and processes return authorizations and replacement orders as needed.• Organizes workflow to meet customer timeframes.• Keeps records of customer interactions and transactions, recording details of inquiries, comments and complaints from Customers.• Provides feedback and process improvements on the efficiency of the customer service process.

* Accepted new initiations from the client while serving as an extension of the client’s organization when delivering service to the relocating employee and their family.* Coordinated the service delivery of all global and US domestic services authorized by the corporate client. * Maintained a high level of communication and customer service when coordinating all required services. * Ensured proper data input into Pasha’s move management system.* Ensured appropriate implementation of compliance controls.* Maintained supply chain management records for all services performed in related applications. * Assisted in the building and maintaining of successful relationships with global stakeholders through timely, accurate, and professional communication. * Performed all other duties as assigned.

· Initiated relocation and tax services for international relocation expatriate assignments with Google’s relocation and tax service providers.· Prepared assignment letters, including assignment compensation benefits. · Tracked and implemented Tax Equalization Settlement receipts and payments.· Tracked and implemented Certificate of Coverage applications for applicable expatriate assignments· Reviewed and gathered assignment letters for tax audits. · Reviewed and gathered I-9 immigration documents for immigration audit.· Ad hoc projects.

· Processed Inbound and Outbound (Import/Export) household goods shipments for MIGroup’s clients, with continued communication on all aspects of the shipment, ensuring high level of service was provided.· Ensured US Customs compliance for all import shipments of assigned clients.· Initiated contact with relocating expatriate employee of corporate client to provide briefing of relocation policy, processes, roles and next steps.· Initiated and updated all relocation data in to SAP.· Ad hoc projects.

Initiated North America domestic and international relocations for new hires and transfers with EAs relocation services provider.*Initiated contact with relocating employee to provide roles and next steps.*Provided strategic consultation to Assignees, Staffing Consultants, Hiring Managers, HR business partners and vendors regarding EAs domestic and international policies and practices.*Reviewed and processed incoming relocation billings and expense reports.*Processed Quarterly review of North America expatriate Goods and Services Differentials.*Gathered global relocation expenses quarterly for all US and Canada expatriates and report to applicable payrolls.*Participated in RFP for Global Relocation Services provider and Global Tax vendor.*Tracked and audited yearly Tax Equalization Agreements for all US and Canada expatriates; paid or collected balances due.*Tracked and audited Relocation Payback Agreements; collected balances due.*Ad hoc projects.

Assisted in the development of US, Canada and Latin America relocation policies, programs and processes in alignment with staffing to ensure full coverage. Consulted with Asia Pacific and Europe where global applicability exists.Integrated streamlined relocation programs and processes in alignment with company strategy.Communicated relocation programs, policies and processes to all business partners (providing the tools and resources necessary for them to engage in a timely and effective manner.Improved the transferees overall relocation experience which contributes to a productive workforce.Improved programs and processes in collaboration with partners in a way that adds value, standardizes whenever possible, lowers cost, and improves efficiency while always considering the financial impact to the business and speed of execution.

Administratively supported the Relocation Administrators with transaction processes, wage and performance evaluation, expatriation compensation, US Foreign Service employee banking, mail distribution, timecard recording, and transfer/change forms.Learned in-depth usage of the relocation systems.Developed process improvements by updating forms & checklists and combined several forms to one employee data sheet.Developed a process to check both trial and final housekeeping reports to ensure transfers and changes occurred.Trained Manpower staff and ERS replacement (job exchange) to support the US FSE Relocation Administrators.

Ensured timely follow-up and resolution of all open I/C transactions, resulting in a team effort reduction of total aged payables from $9M to $250k.Successfully implemented and contributed to process improvements that resulted in 50% time savings and correct accounting for expense charges in the current month versus on a one-month lag.Successfully standardized the account reconciliation worksheet used in the department resulting in a consistent report of identifying the amounts in those accounts.