Ginny Wathen Email & Phone Number

New York, Ny, Us

Promoted to a Director role to drive customer adoption of company technology solutions, and increase supply chain visibility and velocity, while reducing costs and risks for global customers. Lead a global team of 8 direct and indirect reports to serve as effective first point of contact on incident management. Own escalation of production issues and introduce improvements to promote a better incident response, faster resolution, and proactive communication. Define KPIs and SOPs to track initial case response, RCA, and % of case resolution compliance to contractual targets. Create monthly reports on platform and integration uptime and update diverse internal teams and senior leadership. ✔ Spearheaded a major restructuring of the global support organization by establishing a more streamlined and effective case management process which resulted in 40% reduction of cases handled by the Customer Success Managers, while improving customers initial case response and resolution rates. ✔ Improved initial case response SLA compliance from 70% to 90%, by enhancing case management system to accurately calculate compliance, and creating SOP’s documenting best practices to guide global support teams on handling premier accounts. ✔ Partnered with the Professional Services Team to plan for new customer onboarding, transition & support. Built a transition toolset, plan & checklist to drive a seamless transition from solution implementation to support. Maximized customer engagement with the support team by creating a customer orientation on how to reach support, support levels, escalations channels, and SLAs. ✔ Led quarterly business reviews with Logistic Service Providers (LSPs) to track and document system operations per KPIs. Presented metrics on case trends, performance uptime, production incidents, updates on continuous improvements implemented during last quarter, and proposals for new initiatives.

New York, Ny, Us

Hired by the President of GT Nexus to manage customer support for DHL International Supply Chain, the largest platform LSP on GT Nexus cloud-based solution. Advocated for the customer when interfacing with Product Management and Engineering team to champion customer enhancements or bug fixes.✔ Led growth and stabilization of DHL on GT Nexus platform as the 1st LSP. Managed a 4-year complex initiative to transition 170 customers on DHL’s old technology into GT Nexus platform and built their user base from 0 to 1200. Initiated account support and then worked as a member of a support team of 4 people to ensure architecture, performance, functional gaps, and monitoring issues were resolved. Spearheaded development of product documentation, case management best practices & metric definition. ✔ Owned the customer support interaction with the LSP, taking a proactive approach to drive increased user adoption and customer engagement, creating long-term, beneficial relationships and enhancing customer’s usage, training and value on the GT Nexus platform. Leveraged an open, honest and proactive communication style to keep the customer informed with the right level of detail and frequency. ✔ Attained high customer satisfaction by leveraging a deep understanding of client’s business operations & usage of the GT Nexus solution to timely and effectively complete analysis and resolution of technical issues.

Arlington, Va, Us

Promoted through ranks to a Senior Project Management role to lead innovative solution development and implementation of APLL’s most valued clients globally, including Nike, Restoration Hardware, Dick’s Sporting Goods, Converse, TJX Companies, Lord & Taylor, Gear for Sports, Marks & Spencer’s, and LeapFrog. Built and maintained profitable long-term relationships with new and existing customers and mentored team members on best practices for implementation and service processes, including internal special projects and key initiatives. ✔ Implemented and cultivated high profile client accounts valued at $37 million in annual gross revenue by interfacing across multiple lines of business with high executive visibility within client organizations.✔ Served as the primary IT project manager for Nike for 10 years, achieving successful delivery of Nike’s first fully automated shipment planning system (SPS), and enabling SPS infrastructure growth to include 230 users worldwide and the management of over $15 billion of product value. ✔ Participated in the development and implementation of the company’s first comprehensive implementation handbook and influenced adoption of tools, methodologies and best practices as the founding member of the implementation team of up to nine project managers. ✔ Led all phases of the design & execution of a corporate-wide initiative to migrate and consolidate customer-facing applications into one portal, achieving the smooth transition from Weblogic to IBM’s J2EE Websphere platform for a customer base of 200.✔ Launched the first training programs for several key global supply chain applications and participated in development of help files, tutorials, and user guides as well as training of 500 See Change users globally.✔ Spearheaded enhancements of the APLL’s global supply chain management system. Created standardized pricing, sales presentations, training, and product documentation.