Anna Labelle Email & Phone Number

Englewood, New Jersey & Aurora Colorado

Established strategy and implemented the customer experience in multi-tiered organization of 1200 associates in 6 buildings across the U.S and Canada with annual P & L responsibility of over $60M. Led transformation of contact center operations and customer support, including project implementations, startup of new contract business in a high volume multi-channel contact environment servicing clients with 50 employees up to and including Fortune 500 customers shopping through the StaplesAdvantage website requiring ERP solutions.Established service differentiating KPIs, increased FCR (First Contact Resolution), CSAT (Customer Satisfaction), and operational excellence in multi-channel contact enviornment.Integrated customer facing teams for multiple contract acquisitions including $3B acquisition of Corporate Express. Re-engineered processes, integrated teams including consolidations and restructures exceeding synergy targets. Led internal cross functional team coordination to transition customers to one order management/ StaplesAdvantage site resulting in additional synergies.

Englewood, New Jersey

Led the Contact Center Operations for all inbound customer contacts providing resolution on an average of 10,000 contacts per day. Directed new project implementations for customers utilizing spend management through SAP, Ariba, Oracle, Perfect Commerce, OB10, SciQuest etc.Integrated Project Implementation Team into the Customer Service organization, improving the overall performance and knowledge of the customer service organization as measured by post go live CSAT. Recognized as a customer relationship leader working with sales and customers on customer specific programs, resulting in increased customer retention and new customer acquisition. Strategized in a consultative capacity with customers changing organizational structure or implementing new procurement or financial platforms

Englewood, New Jersey

Developed teams expert in implementations, eProcurement, Account Maintenance and Operations establishing KPIs measuring performance and trending resulting in operational excellence and accelerated revenue gains. Developed and implemented Project Managment Implementation processes which established Staples as an industry leader integrating eProcurement customers and customers transitioning to procurement platforms.

Englewood, New Jersey

Managed all customer on-boarding projects/ implementations establishing 30 day go live on all projects. Designed and developed framework of the Implementation process internally for all cross functional teams resulting in exceptional coordination and the process being sold as a key differentiator when closing new business.

Englewood, New Jersey

Consulted with Sales, internal teams and customers to develop standards of business processes with electronic procure to pay customers. Worked extensively with new business development to design and execute successful programs customized to individual clients.

South Hackensack, New Jersey

Responsible for Credit analysis, approval and collection and accounts receiveable for contract division of Staples. Implemented and automated cash application and claims processes. Established standards for electronic invoicing and invoice exceptions.

South Hackensack, New Jersey

Established Financial analsysis processes, developed credit, accounts receivable and cash applicatoin teams resulting in industry leading DSO. Led teams through transition from wholesaler to contract model and customer support and reconciliation.

Six Sigma Black Belt Certified Professional (Ssbbcp)

Education record