Responsible for the identification and implementation of company wide projects that drive efficiency and cost savings into the business. in addition, designed, developed and implemented complex customer solutions, with a strong collaborative focus, across multiple verticals.• Lead and coordinated Carbon Disclosure Project (CDP), Sedex and EcoVadis responses.• Designed a new Standard Operating Procedure (SOP) Graphic User Interface (GUI) for the storage and revision of all Radiant SOPs.• Documented Financial process flows, including invoice production, to identify Full Time Head Count reduction opportunities.• Created a workflow matrix to identify operational redundancies across multiple job functions with the intent of streamlining process.• Redeveloped the Business Continuity Plan (BCP), including an update in the appendix referencing a Pandemic Plan.• Designed and implemented a problem resolution tracker to allow for cross functional communication and issue tracking.• Conducted executive level reviews and presentations on all projects.• Tracked project status on a proprietary Radiant project tracker.• Updated and completed project plans to advance project completion.Developed facilty specific Food Defense Plans.Coordinate AIB (GMP) audits.Coordinate responses to RFI and RFQs.Provided guidance into corporate ESG program.

• Managed large scale, complex, multinational projects, simultaneously spanning Asia, Europe, South America and North America.• Responsible for the creation of the Project Vision Documents, Business Requirements Documents, and managing the projects through the multiple stages of the project’s lifecycle.• Managed contributor expectations to ensure consumer satisfaction and end user sign off.• Managed Vendor Integration Testing (VIT) for large multi-vendor projects. • Managed the transition of multiple “outbound application” projects for Canada, including Oracle and Manhattan products.• Migrated proprietary outbound applications to new carrier standards and developed a “pull” update process to streamline the carrier updates post migration.• Responsible for successfully meeting all goals as outlined in the Business Requirements Document.• Responsible for collaboratively working with finance, the business, and the vendors to develop the project Cost Benefit Analysis (CBA), while working to stay on budget.• Worked through the change management process and coordinated resources to address project scope creep and ambiguity.

• Recognized as the Canada Subject Matter Expert (SME) for all Canada Logistics solutions, relating to systems and vendor integrations, both front and back office.• Participated in large scale workshops to ensure the capture of Canada business requirements for national level projects.• Collaboratively worked with vendors, IT, and the business, to strategically roll out changes to accommodate new demands on existing IT and Logistics deployment roadmap.• Managed the French Language Law requirements for all customer facing logistics documentation; ensured these requirements were captured for all Canada projects.• Trade Compliance focus ensured Custom Self-Assessment (CSA) requirements were identified and met for all Logistics roll outs.• Launched the Reno, Nevada site for all Canada shipments.• Launched the Winston Salem, North Carolina site for all Canada shipments• Coordinated shipping system update of a partnered 3PL with national carrier.• Managed Dell’s legacy outbound application transition, for all USA based 3PLs, to a new carrier specification, while simultaneously managing the B2B requirements to ensure correct billing and Customs declaration.• Managed conversion of multiple carriers to new 3PL in a heavily IT integrated environment.• Worked with Procurement to evaluate best cost and operational solutions for the Canada carrier network.• Designed and developed the Canada carrier network to minimize cost and to increase next day delivery percentage.• Designed the legacy Dell Estimated Date of Delivery tool (both online and internally).• Designed the legacy track and trace tool for online shipments.

• Managed Key Performance Indicators (KPI) for all carriers; drove each carrier to meet or exceed their targets.• Presented KPIs to senior management; held providers accountable for variances.• Interviewed candidates; trained and on-boarded new hires.• Developed solutions to escalations; supported Sales; communicated with customers to ensure needs were met.• Supported Trade Compliance group; screened customers though the Denied Parties list.• Supported Sales and customers to ensure On Time Performance.

• Developed Customer Service training; ensured an all-encompassing and proficient employee education of the business, from Service to Sales; resulting in business and customer friendly solutions that met customers’ needs.• Facilitated training sessions to onboard employees, ranging from 5 – 20 employees per session.• Conducted call audits and coached employees to optimize customer interaction.• Ensured employee training needs were met; prepared training materials; scheduled and organized training resources; reported to senior management.

• Responsible for customer satisfaction; ensured their experience met and exceeded their needs.• Liaised with IT, Services, Logistics, and outside vendors to ensure timely completion of customer requests.• Developed Return Tracking Process to reduce customer follow up and outstanding inventory.