- I currently manage the Logic team within Travel Support which includes 3 product groups and a team of 13 direct reports (analysts, SMEs, & PG leaders), all of whom work remotely within the greater US. In addition, I continue to oversee & manage customer support for our TravelTrax product. - My major focus is people management, change management, customer service excellence and teaming internally with programs to define SAP Concur's global support processes.

- Managed, developed, & trained a 1st time supervisor, team lead, and 3-4 technical analysts who worked a combination of in the office and virtually. - Built a relationship with all direct reports based on equality, fairness, & trust, ensuring all expectations were clear and if not reset them. I coached each person as a unique individual with their own style and dreams, empowering them to show up as their very best selves.- Change management expert who aligned the varied tenured… Show more - Managed, developed, & trained a 1st time supervisor, team lead, and 3-4 technical analysts who worked a combination of in the office and virtually. - Built a relationship with all direct reports based on equality, fairness, & trust, ensuring all expectations were clear and if not reset them. I coached each person as a unique individual with their own style and dreams, empowering them to show up as their very best selves.- Change management expert who aligned the varied tenured TravelTrax employees with the Concur culture. This included change management communications and leading by example. - Developed a simple, streamlined, & ultimately successful customer escalation process for the TravelTrax Product Group that is still in use today, 4 years later.- Dove into the metrics and processes by asking questions and seeking better ways to provide excellent customer service and response times to cases. Within a year, I teamed with other internal departments and made important changes such that the average customer response time went down from 15 days to 3 days, which was in line with the Concur SLA.- Had the vision to proactively ensure my entire support team was cross-trained on our top selling product group and helping to support that PG six months before the announcement that the current product they were supporting was being sunsetted. This helped the team feel more prepared and less reactive to the news. Also, it allowed a team of analysts the ability to support 2 product groups while 1 was slowly being decommissioned. Show less

- Managed customer service for both US and Canadian accounts including training of employees, order entry, expedites, shipment releases, truck scheduling, export questions, documentation processing, invoice questions and all other internal and external customer service needs for the assigned accounts. - Supervisor, Subject Matter Expert for Canada (SME): Fully trained employees so they eventually took over managing all the accounts. As SME for Canada, I addressed & resolved escalations for… Show more - Managed customer service for both US and Canadian accounts including training of employees, order entry, expedites, shipment releases, truck scheduling, export questions, documentation processing, invoice questions and all other internal and external customer service needs for the assigned accounts. - Supervisor, Subject Matter Expert for Canada (SME): Fully trained employees so they eventually took over managing all the accounts. As SME for Canada, I addressed & resolved escalations for all Canadian accounts during the transition and training process. Training included international logistics, NAFTA, commercial invoice preparation, and truck consolidation. - Successfully migrated accounts from SAP to Cisco’s ERP (Oracle) and other ordering/operations tools while avoiding disruption to customer’s orders, shipments, and overall service level. Worked closely with the customers during this period to mitigate fear of change. - Awarded Cisco’s coveted Cisco Achievement Program (CAP) award on two occasions for providing exceptional and noteworthy customer service in July 2011. CAP was developed to help recognize employees for their outstanding efforts and achievements. Both awards included cash bonuses. Show less

- Provided exemplary customer service and order management for customers in Mexico, Asia, Australia, and Latin America including order entry, expedite requests, email/phone correspondence and other general customer service tasks with both internal and external customers. All tasks completed in both Spanish and English depending on the account/customer location.- Teamed with shipping department, warehouse, and FTZ team to ensure exact execution of shipment based on country requirements… Show more - Provided exemplary customer service and order management for customers in Mexico, Asia, Australia, and Latin America including order entry, expedite requests, email/phone correspondence and other general customer service tasks with both internal and external customers. All tasks completed in both Spanish and English depending on the account/customer location.- Teamed with shipping department, warehouse, and FTZ team to ensure exact execution of shipment based on country requirements, customer’s specification, and incoterms. - Created, processed, and maintained export documentation including commercial invoice, packing list, NAFTA, and SLI. Filed EEI via the Automated Export Systems (AES). Maintained routed letters on file annually. All transactions checked against denied parties list and for required licenses.- Worked with Letters of Credit (especially India) with extreme accuracy to ensure payment by the bank and to avoid holds/delays on shipments or payment issues. Every L/C shipment I processed was paid in full at 100% and on time due to my extreme precision and lack of errors.- Trained employees within the contract manufacturing team consisting of three employees in procurement, two employees in logistics and one team lead in the manufacturing/planning group- Successfully lead the Cisco Project for the Beijing Olympics. All products cleared customs without delay, the order was per the customer specifications, and the project a success. - 08/06 – 9/06, & 11/06 – 02/07: Contractor, Customer Service Specialist, bilingual @ Scientific Atlanta (acquired by Cisco): Worked through a third party, Spartan Resources, as a short-term contractor in August and again from November to February. In February 2007 I was hired by Cisco as a full time employee. Show less

- Managed installation of safety product in over 2,000 Home Depot stores in the US and 300 stores in Canada.- Managed technical support including investigating field problems resulting in service request, issuing work orders, approving parts shipment, and scheduling repairs with third party service providers.- Managed customer, supplier and 3rd party activities with a high level of focus on project quality, timing, and cost savings. Negotiated 3rd party invoices & provided the… Show more - Managed installation of safety product in over 2,000 Home Depot stores in the US and 300 stores in Canada.- Managed technical support including investigating field problems resulting in service request, issuing work orders, approving parts shipment, and scheduling repairs with third party service providers.- Managed customer, supplier and 3rd party activities with a high level of focus on project quality, timing, and cost savings. Negotiated 3rd party invoices & provided the re-negotiated, lower invoice amount to Finance for payment.- Teamed internally with sourcing, fulfillment, engineering, service, and finance groups to meet customer expectations. - Provided weekly updates to customers, suppliers, and internal teams including metrics and dashboards.- Responded to customer calls, elevated risks and challenges internally, and created action plans to mitigate risks Show less

- Provided customer service and flawless order management for direct customers and distributors in Latin America, Puerto Rico, the Caribbean, and Mexico. - Created, processed, and maintained export documentation including NAFTA, Customs Invoice, SED, and CARICOM invoices. Exports checked against EAR for denied parties list and required licenses. - Teamed with the shipping department and freight forwarders to ensure perfect shipment/delivery execution based on country requirements… Show more - Provided customer service and flawless order management for direct customers and distributors in Latin America, Puerto Rico, the Caribbean, and Mexico. - Created, processed, and maintained export documentation including NAFTA, Customs Invoice, SED, and CARICOM invoices. Exports checked against EAR for denied parties list and required licenses. - Teamed with the shipping department and freight forwarders to ensure perfect shipment/delivery execution based on country requirements, incoterms, and agreed upon payment terms (CAD, L/C, Net 30/60 day terms, prepayment).- Collaborated with the finance department to reconcile customer accounts including issuing debits and credits and flat monthly billings within the SAP order management system. Show less

- Managed port/warehouse operations and inland transportation to ensure all pick ups and deliveries complied with the customer request date. - Developed and maintained an order tracking database resulting in improved inventory control for all pre-sold/allocated orders in transit from Chile and Argentina. - Managed final steps in the supply chain based on historical information maintained within the database and utilized the information to make appropriate operational… Show more - Managed port/warehouse operations and inland transportation to ensure all pick ups and deliveries complied with the customer request date. - Developed and maintained an order tracking database resulting in improved inventory control for all pre-sold/allocated orders in transit from Chile and Argentina. - Managed final steps in the supply chain based on historical information maintained within the database and utilized the information to make appropriate operational decisions.- Researched and negotiated claims with the service provider at fault until final claim resolution.- Researched and discovered bottleneck in supply chain resulting in 7 day reduction in lead time from order placement to delivery. Show less

1989-1993 (summers and weekends while in school): Worked in my father’s Pediatric office during the summers and weekends in various roles: customer service/receptionist, triage, writing in patient charts as my father (the physician) or his partners examined the patients, filling out & filing medical insurance forms including Medicaid, and accounts receivable/payable. I have extensive medical knowledge for a layperson and know the inner workings of a private medical practice due to many… Show more 1989-1993 (summers and weekends while in school): Worked in my father’s Pediatric office during the summers and weekends in various roles: customer service/receptionist, triage, writing in patient charts as my father (the physician) or his partners examined the patients, filling out & filing medical insurance forms including Medicaid, and accounts receivable/payable. I have extensive medical knowledge for a layperson and know the inner workings of a private medical practice due to many years of experience working at this office and growing up in a family of multiple physicians. It was here I learned the key to providing exemplary customer service! Parents who are worried, exhausted from a sick child, and eager for answers taught me that regardless of the problem at hand, I can assist by providing three key things:1) Patience: Be calm. Listen patiently and attentively 2) Empathy: Put myself in their shoes3) Advocacy: Seek a solution to the customer’s problem and serve as their advocate Show less