At Royal Caribbean, I serve as the primary customer service point for 1,000+ crew members, resolving payroll, banking, and personal service requests in a 24/7 maritime environment.
I administer Kronos timekeeping and validate payroll data, while managing cash operations and end-of-day reconciliation with audit compliance.
At Avaya Inc., I led payroll service delivery for 3,000+ employees across US operations and the Americas. I helped reduce payroll ticket volume by 27% and average resolution time from 48 hours to 18 hours through process improvements, knowledge articles, and an escalation matrix.
As an IT Service Desk SME at Avaya Inc., I managed support tasks and escalations for enterprise applications, mentored Tier 1 agents, and created runbooks that cut MTTR by 35%. I also founded La Petite Charcuterie, where I manage product development, production, sales, and customer relationships.
