Support process analysis, creation of new process documentation, audit support, updating existing process documentation using Microsoft Visio and Word. Coordinating cross-functional forums to lead documentation of the best business practices to improve user efficiency, customer service level and overall quality.

Supported world-wide process re-engineering and documentation creation, while maintaining audit ready process maps and documentation. Managed assigned Project Management (PM) tasks on multiple projects, including: Disaster Recovery, Geo Audits & Business Controls, work movement from US to other countries, new program rollouts, customer onboarding, new feature release testing, and defect tracking.

Supported off-shore work moved out of country, process re-engineering, education, and documentation. Ensured off-shore team followed business controls and obtained all requirements, goals, and measurements. • Worked remotely with team to establish monthly, quarterly, and yearly measurement goals.• Mentored new team managers with yearly staff reviews by assisting through performance review cycle, explaining how each departmental goal measured, and documenting on previous reviews.

Oversaw management and operations of Customer Fulfillment Team, consisting of 5 1st-line managers and up to 60 customer service representatives which supporting Opportunity to Cash.• Guided US team of 60+ professionals through work transfer from US out of country. • Consistently met customer service goal of 90%+ satisfaction rating, which allowed team to exceed expectations and achieve positive team audit reviews. • Completed all process improvement directives within audit guidelines, resulting in satisfactory rating on yearly process audit initiatives.

As a second line manager, I was responsible for transitioning all Quote to Cash work from the Informix Software Inc. applications to the appropriate IBM system and/or team after IBM purchased the company. •Upon completion of this work movement, I accepted a relocation offer with IBM to move from Overland Park, KS to Dallas, TX to manage a Customer Fulfillment team.

Informix Software, Inc. was a publicly held company that developed and produced complex database management systems, marketing to a global customer base. Informix was purchased by IBM.I started my career with Informix in the Customer Service Department and I was promoted to the following positions during my years of service.Business Operations Manager Directed the activities of the North American and Latin America Sales Administration teams including Order Administration, Contract Administration, Consulting, Sales Tax and Customer Accounting/Invoicing. Customer Operations Manager Lead the activities of the North American Sales Administration team, supporting internal and external sales teams.Customer Operations SupervisorResponsible for the supervision of the Sales Administration team, ensuring all policies and procedures were followed.Customer Operations SupervisorSupported inbound customer service calls for various technical support teams. Responsible for customer satisfaction surveys and maintaining customer satisfaction levels.