Elemica helps enterprises digitize data and automate business processes throughout the supply chain. Everything from order entry to procurement functions to choosing carriers and route plans for shipping, and much more. Tedious, time-consuming manual tasks get executed automatically, reducing errors, and eliminating manual processes.Organized the daily chaos of reactive and proactive customer support; acted as chief problem smoother. Hired and trained a global 20-person culturally diverse Tier1 team to provide 24x7 support for Elemica’s Supply Chain Management, Logistics, Order-to-Cash Management, Procurement, Demand Planning, and Sourcing business solutions. Led a specialized Tier2 team of four (4) people to support and maintain custom middleware for a specific set of customers. Managed the technical Change Management process to ensure SOC2 T2 compliance. Problem-solving expert who also empowered teams and SMEs to fix issues that no one else could figure out. Interacted with Product, Technology, Infrastructure, Client Success, Sales, Finance, and Legal in unison to provide superior customer relationships. Evolved Zendesk as Elemica’s global customer support ticketing system over 10 years to handle customer emails (4k/month); and maintained custom middleware to handle proactive document failure alerts (100k/month); acted as primary Zendesk administrator.A member of the Elemica DEI Committee.

Oversaw the global technical support of Elemica’s Supply Chain Management, Logistics, Order-to-Cash Management, Procurement, Demand Planning, and Sourcing business solutions. Ensured reactive support of customer issues as well as proactive engagement to improve the functional and technical performance and reliability of the platforms and all applications. Managed the global customer support team; acted as a trainer, coach, and mentor. Provided subject matter expertise about eCommerce, Elemica’s solutions, and leadership. Developed training material and hosted training sessions.

Designed and drove process and system discipline along with hiring and training a high performing team allowing Elemica to build a customer-centric organization and ensuring customer satisfaction. Interacted with Elemica's customers to respond to inquiries and identify and resolve functional and technical issues and service requests for Elemica's hosted applications and internal solutions within multiple platforms and environments. Acted as primary Zendesk administrator. Worked with Elemica's global network of companies as well as internal teams to ensure customer satisfaction and continued growth.

Ciba Specialty Chemicals was formed as part of the merger agreement of 1997 between Ciba-Geigy and Sandoz when the non-pharmaceuticals elements of Novartis were spun out following the merger in the previous year of Ciba-Geigy and Sandoz that created Novartis. In 2008, Ciba Specialty Chemicals was acquired by BASF. Acted as Americas eChampion to continue to build the global eCommerce network.Managed the global eCommerce development and support team; trained, coached, and mentored.Developed and supported a scalable and resilient global eCommerce software suite. Managed relationships with service providers;; set global eCommerce strategies; and created and maintained global Standard Operating Procedures to ensure customer-centric support.

Managed the global EDI development and support team; acted as a trainer. coach, and mentor. Developed and supported the global EDI software suite plus internal applications software for HR and Finance departments. Implemented global EDI connection projects with customers, suppliers, and carriers. Managed relationships with external service providers, customers, suppliers, and logistics partners; and managed global intra-company EDI connections.

Installed and maintained EDI software on an IBM AS/400 to establish Ciba Specialty Chemicals as it was spun-off from Ciba-Geigy Corporation, which ran an IBM mainframe shop. Implemented external global EDI trading partner connection projects with customers, suppliers, logistics providers, and additional 3rd parties. Implemented global intra-company EDI connection projects to move products and materials around the world to maximize efficiency.

Ciba-Geigy Corporation was a Swiss pharmaceutical company that was formed in 1970 when Ciba AG and J.R. Geigy SA merged. Ciba started as a silk-dyeing business in the 1850s, and J.R. Geigy began as a chemist's shop in 1758. “CIBA” stood for “Chemische Industrie Basel” (Chemical Industries Basel).Various positions with increasing skills development and responsibility.