Brittney Marcy Email & Phone Number

Kirkland, Wa, Us

• Delivers local and Global application services to the business within agreed SLAs• Contributes to the delivery and implementation of operational projects to support the business• Contributes to the pro-active continuous improvements to ensure performance, scalability, capacity, security, supportability and maintainability is maintained for all supported applications and systems• Ensures Service support documentation (processes, procedures, service catalogue information, operational documentation) is created and maintained for all supported applications• Follows the Global Service Management processes (Incident, Problem, Change, Release) to ensure adherence to the global process standards

• Supports over 15 internal business groups as their Salesforce Administrator and Developer• Translates business user concepts, key issues, gaps and ideas into comprehensive business requirements and design documents.• Delivers 25+ Salesforce Enhancement projects for both internal and external customers annually in both Agile and Waterfall models, driving all phases from requirement gathering to deployment and change management.• Develops reports, dashboards, and processes to continuously monitor data quality and integrity• Conducts quarterly Salesforce platform updates by completing user testing and acceptance.

• Lead a team of 14 Customer Service Agents• Department project manager for the development and implementation of Salesforce• Created Salesforce platform training and instruction• Trained over 500 dealer admin on Salesforce portal processes• Analyzed department performance metrics, created weekly forecasts, and maintained employee schedules• Developed, implemented, and maintained performance standards that align with department goals and objectives• Managed process improvement projects (Six Sigma Lean) to increase customer satisfaction and reduce cost• Created and managed department Tableau metrics• Reviewed monthly agent audits to ensure quality and consistency• Developed, prepared and presented weekly/monthly reports to senior management

• Manages Change Control/Change Management Team by collaborating with Engineering, Materials, Operations, Quality and PPAP to coordinate product changes• Supports group’s metrics and functions pertaining to Engineering Change Notices, Deviations, Supplier Request for Drawing Changes and Corporate Quotes• Acts as a subject matter expert in the agile project development of change control automation from definition through implementation within the Bizagi and APQP platform• Acts as an escalation point for the team in resolving difficult conflicts with customers, suppliers or other departments within the organization• Manages the engineering group’s 6 Sigma project tollgates and tracks savings metrics• Manages cost savings projects totaling over $200K

• Manage internal and external part changes from time of concept to implementation • Work with a cross-functional team to ensure successful transition/ project implementations• Responsible for monitoring business systems metrics• Develop and sustain standard work procedures• Monitor temporary engineering drawing changes and ensure the changes fulfil customer needs• Mange customer order error report daily, facilitate implementation when required• Coordinate permanent drawing change implementation by working with production and the engineering teams• Responsible for quoting and returning bids to the customer in the absence of the quoting coordinator. • Six-Sigma Lean Belt experience heading cost savings projects totaling over $50,000• Assist with planning Business Development goals and objectives for 2015 and 2016 • Help support department objectives and goals throughout the year• Trained in the ISO 14001 environmental management standards• Monthly environmental audits completed, volunteered on the team for over two years• Chaired the 2014 United Way Dynacraft charity event raising over $26,000• Budgeted $1000 towards the week-long events for over 250 employees• Participation on the 2015-2017 United Way committee

• Lead the local division, serving up to 30 Full-Time, and Part-Time employees• Coordinated employee staffing needs for the 24/7 operation• Conducted full cycle recruiting of non-exempt positions• Conducted employee investigations, providing feedback on the outcomes to our HR Department located in Ogden, UT• Worked with our HR Department and employees for ADA accommodations, FMLA leaves of absence, State Leave administration, discipline, salary administration, benefits administration, attendance management, recognition programs, and HR related training

• Held weekly one on ones with call center staff to review individual metrics and to set improvement goals• Maintained the call time metric database• Conducted on-site training, up to 4 employees per course• Responsible for developing and sustaining standard work procedures• Supported 1 branch supervisor and 6 lead operators with difficult customer situations