*Manage a team of 90 employees/10 direct reports that create and maintain a world-class customer service experience for more than 1,000 clients.*Interview, hire, and motivate employees to meet corporate objectives related to customer service.*Provide coaching and training of Supervisors to advance their interpersonal communication skills and effective management of direct reports.*Manage goals and initiatives that drive digital transformation, global order fulfillment, and process improvement.*Partner with diverse internal and external stakeholders to construct an inclusive company culture.*Develop and lead process procedures that ensure efficient and consistent order and project outcomes.*Collaborate effectively with C-Suite leadership team to implement strategic plans and goals that prioritize company growth and organizational talent pipeline.*Establish cross-department collaboration to ensure customer satisfaction in in the forefront of operational planning.*Financial Auditing: Review and assess the in-scope key controls for NAM Regional entities; identify gaps and areas of improvement for improved efficiency or SOX controlled processes.

*Oversaw a team of 40 individuals who managed the order fulfillment process for prospective, current, and past customers.*Worked to provide outstanding customer service by leading, building skillsets, and motivating the team.*Partnered with internal and external business partners to work through challenging situations to implement actions to achieve goals.*Developed and led process procedures that ensured efficient and consistent order and project outcomes.

*Led the execution of process improvement efforts, streamlined procedural workflows, system improvements, and operational efficiencies within SAP.*Oversaw and managed customer orders to ensure they were produced, shipped, and delivered to meet and exceed expectations.*Collaborated with the management team to identify training opportunities to assist with the professional development of front-line staff and support new business objectives.*Managed a team that provided group and individual training to the customer service organization.Projects (listed below:*User Group for Food Care: 2014 Credit Reduction Project achieving a goal to reduce credits by 20% from 2013; working with CSRs on the Five Whys in analyzing why a credit occurred; implementing quick wins in processing work to eliminate errors.*CS Global Performance Improvement Team: Global Lead for Coach/Trainers (2014); Global Lead for User Groups (2013); NA Lead for Best Practices in Customer Service (2013 & 2014).*New Zealand & Australia 2014: Trained CSRs in JD Edwards software program; trained existing CSRs in SAP on a variety of processes within SAP.*Mexico 2013 & 2014: Trained CSRs in JDE & SAP (2013); trained existing CSRs in SAP on Best Practices and features in SAP like customer material into record, customer text, CSIM, order entry, and documented opportunities for improvement.*Transition of Legacy Diversey Food & Beverage Customer Service 2012: Assisted in the successful transition of a Customer Service Department from Oakville, Canada and Racine, Wisconsin to Greenville, South Carolina; studied and became certified in JDE; created training documentation for all processes and procedures within Customer Service for Diversey Food & Beverage; trained and certified new CSRs in Greenville, South Carolina to process orders and manage all aspects of order entry.*NA Order Accuracy Project: SAP.*KMAT Project: SAP.*OFPI Project: SAP.

*Drove World Class Customer Service through the training, coaching, and mentoring of Customer Service Representatives and support personnel in SAP and JD Edwards.*Analyzed data to investigate negative and positive trends and then developed a training plan as needed to improve the quality of service to the customer.*Updated policies and procedures for both SAP and JD Edwards for CSRs to reference for consistency and accuracy.*Provided group and individual training to CSRs and Customer Service Organization to ensure excellence in the following four areas listed immediately below:*Accurately and efficiently entering all orders, managing changes, and special instructions.*Using excellent communication and empathy skills in communicating to internal and external customers.*Developing CSR’s skills through programs like Customer Service Excellence, DDI classes, and NICE.*Teaching policies, procedures, and best practices in SAP and JD Edwards ranging from order management to confirming product delivery.

*Oversaw all customer orders and inquiries while addressing requests, issues, and complaints.*Followed through on orders and order changes, to ensure that customer expectations were met with the delivery of the product.*Effectively communicated with the customer, production, traffic, and sales representative to offer superior customer satisfaction.*Worked closely with customers and sales representatives on promoting and managing the CSIM inventory program.

Implemented Advantage software for tracking all aspects of landscape architecture projects and responsible for overseeing the company conversion to this new software. Review contracts for approval by management. Responsible for the financial analysis of all projects. Work with project managers on the budget analysis of current projects. Work closely with clients to ensure financial commitments are upheld according to the executed contract. Report to management the financial status of all on-going projects. Responsible for all accounting and human resource aspects of the company such as accounts receivable, accounts payable, bank reconciliations and monthly reporting, payroll and employee benefits. Work closely with clients on project related issues.

Responsible for assisting with the operations of the division office of a multimillion dollar national paper supplier. Conducted sales analysis for use by the sales staff; analyzed monthly, quarterly, and annual financial statements; controlled a minimum three million dollar inventory and prepared inventory turnover analysis reports; established credit limits for new customer accounts; maintained accounts receivable of one million dollars plus; and developed and maintained customer relationships through professional dedication.