Erin Dugan Email & Phone Number

Boulder, Co, Us

Denver, Colorado, United States

Broomfield, Co, United States

Independently manage 1M+ line Coupa (ERP Procure-to-Pay) database across thousands of suppliers and all associated system elements including catalogs, POs, invoices, and inventory with an emphasis on user experience improvements. Analyze user purchasing behavior to identify key needs for training, content management, and improvements in system functionality to create a seamless and compliant purchasing experience.Define and execute business processes and technology improvements that ensure uniformity and accuracy of item data and system processes. Developing/updating item master SOPs, guidelines, and tracking the execution of supplier agreements.Headed end-to-end item data integration for 17 resort (Peaks) acquisition project including all supplier catalogs and inventory.End-to-end process creation, training, and support of 7 large warehouse locations. Interfacing directly with warehouse managers to align Coupa system data and settings with warehouse item data needs as they relate to external ordering, internal transfers, and inventory.

Boulder, Colorado

Headed company-wide mobile carrier deployment. Successfully managed account transition, device and data management, activation, to equipment buy-back for over 200 employees. Completed large decommissioning and recycling project to responsibly remove obsolete equipment from work environment.

Greater Denver Area

Boulder, Co

Managed onboarding process for new clients from post-sale through go-live. Interfaced directly with clients through screenshare, video conferences, and email to discuss business requirements for application use, implementation plan, best practices, while acting as SME and industry consultant. Created complex custom configurations for small businesses and international franchises to ensure highest level of customer success with product. Was primary customer advocate collaborating with various departments including Operations, Development, Product, and Support seeking to improve processes and features to ensure great customer experience and success. Supported Sales team as primary product expert to evaluate client needs to anticipate product configurations, possible pain points, and features to demonstrate during sales process.

Greater Denver Area

Analyzed customer data through various channels including online surveys, online support ticketing system, and database queries. Translated findings into improved onboarding processes and CRM workflows. Created processes and data sheets for monitoring account milestones and health. Administered project management and collaboration tools (Trello, Asana, Slack), CRM systems (Agile, Hubspot), ticketing system (Freshdesk) and managed customer accounts via Stripe.

Boulder, Colorado

Managed online support ticket queue via Freshdesk to resolve customer support inquiries.

Boulder, Colorado

Technology sales with an emphasis on providing world-class customer experiences through genuine interactions and creative problem-solving.Conducted group training sessions covering a wide range of topics on all Apple device platforms.Member of the Visual Merchandising team working to maintain strict brand standards and execute corporate directives for global product launches.Member of the Inventory Management team. Tracking shipments and maintaining 99% accurate product inventory tracking via SAP for web orders, repair parts, and sales inventory. Participated in yearly inventory counts.

Boulder

Completed Salesforce implementation project. Increased sales leads and conversions by improving website SEO and creating Google Adwords campaigns. Improved and maintained website copy and visual imagery within Wordpress, company blog, and email campaigns.

Associate Of Arts (A.A.)

Communication, University Of Colorado Boulder